Common questions
The things people ask most, and what to do when something is not working.
The things people ask most, and what to do when something is not working.
Getting set up
Do I need to install anything? No. No server, no hosting, no updates. Sign in and work.
Do I need my own AI account? Yes, and it is the point. Every generation runs on your key and is billed to you, so you keep the margin and choose the models. Add one in Setup → AI providers.
Can I try it before adding a key? You can set everything else up — pages, branding, plans, prompts. Nothing generates until a key is in place.
Which provider should I start with? OpenAI. One key covers text, images, speech and transcription, so you can switch on every module and see what your customers actually use before adding others.
Tools
A tool will not switch on. You have no key for the provider it needs. The message tells you which one. Add it in Setup → AI providers and try again.
Can I change a prompt without affecting other businesses? Yes. Every edit is yours alone. The master version is untouched for everyone else, and Reset prompt brings yours back to it.
Can I build a tool that does not exist here? Yes — Modules & tools → Build a custom tool. Define your own prompt, your own input fields, your own price. Your customers cannot tell yours from ours.
A generation is stuck on "Generating…". Longer pieces genuinely take a while, and the customer can leave the page — the result waits in their library. If it never finishes, the run is marked failed and the credits are refunded automatically.
A tool keeps failing. Check Your customers → Content activity for the error. Usually an expired key, a hit spending cap, or a model that has been retired at the provider. Your customers were refunded for every failed run.
Credits and plans
What is a credit? What your customers spend. You decide how many each tool costs and how many each plan includes.
Do credits expire? Plan allowance resets at the start of every billing period, so it does not carry over. Bought or granted top-ups never expire. Spending draws the allowance down first, so purchased credits are always the last to go.
Can a customer go over their balance? No. A run that would exceed it is refused before any AI is called, so there is never an unexpected bill for you.
A customer says the signup check keeps failing. Each attempt can only be used once, so a stale page is the usual cause — a refresh fixes it. If it happens to everyone and you use Google reCAPTCHA, check your keys are the v2 “I'm not a robot” kind and that your domain is listed.
A customer pasted a voucher code and got an error. The code is wrong, already used, expired or refunded. Nothing was created — no account, no plan — so they can correct it and try again. If they do not have a code, the field should be left empty; a wrong value is not the same as none.
Can I give a customer extra credits? Yes — open them in Your customers and grant credits. Those go into the never-expiring bucket.
What happens to credits when a generation fails? They are refunded automatically, once. Nobody is ever charged for something they did not get.
Money
Whose Paddle account? Yours. Your customers pay you directly. The platform never touches that money.
Can I sell without Paddle? Yes. Take payment however you like and deliver a voucher. No integration needed.
Payments succeed but nothing happens. The webhook is not set up, or the signing secret does not match. See Payments.
Can I refund? Yes, in full or in part, from Your customers → Payments. The money goes back, the credits are reversed and the plan ends.
What happens when I refund a voucher? Same as a card refund — plan ended, credits reversed — except the code stays spent. A refunded code cannot be used by anyone else, and the usage count is not reset. Issue a new code if you want to give the customer another chance.
Customers say they get no email. Check in this order: is the message switched on in Your website → Emails; are they looking in spam; if you use your own SMTP, are SPF and DKIM published for that domain. Send test on any message tells you immediately whether sending works at all.
Can I send from my own address? Yes — Setup → Email sending, with your own SMTP details. Otherwise your mail goes out from the platform's sending domain with your business name as the sender.
Can I turn off the confirmation email? Yes, and it means no confirmation link is sent at all. Customers can use their account immediately. Faster signups, some invalid addresses.
Can I turn off password resets? No. Without them, a customer who forgets their password has no way back in.
Why can't I edit the reset link text? Those links are signed and expire on schedule. A typo would silently break every password reset. Write around the button — the button always works.
Your website
Where do I edit my home page? Your website → Pages & content → Home page. Each section has a switch and an edit button.
Can I add my own FAQs and testimonials? Yes, as many as you like. Those sections hold lists you add to.
Can I change the sign-in page? The panel beside the form is yours to write — Pages & content → Sign-in page.
Can I turn my website off and just use the app? Yes — Pages & content, at the top. Visitors go straight to your sign in screen. Your legal pages and everything behind sign in keep working.
My provider will not let me save a CNAME for my main domain. It cannot: DNS does not allow a CNAME on a bare domain. Use the A record shown on screen instead. Only subdomains use a CNAME.
www.mydomain.com shows an error. It has not been set up. Open Custom domain and use Add the www version — then publish the one CNAME record it shows you. No second TXT record is needed.
Do I have to use all the sections? No. Switch off what you have nothing to say in. An honest four-section page beats twelve sections of filler.
Are the legal pages good enough? They are a reasonable starting point in general SaaS language, not legal advice. Read them and edit anything untrue of your business. If you sell into the EU or UK, have a lawyer look.
Domains
Do I need my own domain?
No. Your yourname.euai.cc address works with HTTPS from day one.
How long does a custom domain take? DNS usually publishes in minutes, occasionally an hour. HTTPS is set up automatically once it verifies.
Can I change my username? Yes, in Setup → Workspace — but it changes your web address and every existing link breaks. Add a custom domain first if people have bookmarked you.
Files and data
How long are generated files kept? 90 days, then deleted. The generation stays in the customer's library forever — history, cost and any text output. Tell your customers to download what they want to keep.
Can another business see my prompts or my customers? No. Every workspace is scoped separately at the database level. Your prompts, your customers, your keys and your content are visible to you and nobody else.
What happens if I delete my account? Everything goes — workspace, customers, generations, files, settings. Only anonymised billing records survive, with your name replaced by "Deleted user", because accounting obligations outlive an account. It cannot be undone.
Still stuck
Note what you were doing, what you expected, and what happened instead, then contact platform support. If it involves a specific customer or generation, the entry in Your customers → Content activity is the fastest thing to point at.
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