Find your problem below and work through the checks in order.
A generation is stuck or failed
Most jobs finish in 30 seconds to 10 minutes. Heavier video models can take around 15–20 minutes.
- Check the job’s status on the model page you used. If it has failed, retry.
- If the job is still Queued, hover over its tile in Assets and select Cancel. Once processing or generation has started, cancellation may be unavailable; wait for it to finish or contact support if it remains stuck.
- If retrying doesn’t help, follow Contact Support. Include the model name, job link, and error text.
There are credits but a member can’t generate
- Check the profile menu and select the correct workspace. A sub-workspace uses its own allocation.
- Check that workspace’s balance in Manage Account → Subscription.
- Ask the Owner or admin to check the member’s group limit, Pause usage status, and model or resolution restrictions in Manage Account → Members.
- Check the project role, workspace permissions, and subscription status. For a Supercomputer task, the Owner or admin should also check Organization → Manage access and Manage guardrails.
A page or tool won’t load
- Reload the page. In Chrome or Firefox, try a hard refresh: Ctrl+Shift+R on Windows or Command+Shift+R on Mac.
- Try a private browsing window. If that works, clear Higgsfield’s cookies and cache in your browser settings, then sign in again.
- Temporarily turn off ad blockers or VPN extensions you installed, then reload. Turn them back on after checking. For a company-managed extension, ask IT to check it.
- Try another browser: Chrome, Firefox, Safari, or Edge. If it still won’t load, follow Contact Support.
A generation is flagged as NSFW
Safety checks can misread swimwear, sports, medical images, or unclear wording. For an allowed task, try these checks:
- Use neutral, specific wording that makes the task clear.
- Change or remove a reference image that doesn’t clearly match the task.
- If you used only an image, add a descriptive prompt.
If the flag still looks wrong, contact support. Flagged outputs are withheld. For most models, credits are returned automatically; check Manage Account → Usage. If a refund is missing, send support the model, approximate generation time, and prompt.
An input is blocked as a real person or public figure
Some providers restrict inputs that contain a real person, public figure, or protected intellectual property. If you hold the relevant rights, ask your account manager whether that provider offers an allowlist process. You’ll need signed documentation submitted.
If you still need help, follow Contact Support to send the details of the problem.