A generation is stuck or failed
Most jobs finish in 30 seconds to 10 minutes. Heavy video models can take around 15-20 minutes.
- Hover the job in the model page you’ve used and click Cancel in the top-right corner of the tile.
- Retry. Provider-side errors (Seedance, Kling, Veo, MiniMax, Nano Banana, Seedream, Wan) usually clear after a short wait.
- Report to enterprise@higgsfield.ai / to the shared Slack or Teams channel.
There are credits but a member cannot generate
- The right workspace is selected (avatar → workspace switcher).
- The balance in that workspace — a sub-workspace uses its own allocation.
- The member's group limit and whether usage is paused (Manage Account → Members).
- Model or resolution restrictions in their group.
- Project role and workspace permissions.
- Supercomputer Manage access and guardrails.
- Subscription status in Manage Account → Subscription.
A page or tool will not load
- Hard refresh: Ctrl+Shift+R (⌘+Shift+R on Mac).
- Try a private window; clear Higgsfield cookies and cache; disable ad blockers and VPN extensions.
- Try another browser (Chrome, Firefox, Safari, Edge).
- Still down? Contact us.
A generation is flagged as NSFW
Flags come from Higgsfield's safety system or the model provider, and both can misfire on swimwear, athletics, medical imagery or ambiguous wording.
- Rephrase with neutral, specific wording.
- Adjust or remove the reference image.
- Add a descriptive prompt if you used only an image.
- Try another model.
Flagged outputs are generated but withheld; credits are returned automatically for almost all models. Classifier decisions cannot be overridden manually.
An input is blocked as a real person or public figure
Some providers (often Seedance models) show Input may contain a real person or public figure, or IP. If you hold the rights to the likeness, ask your account manager about a provider-side allowlist, signed documentation will be required. Otherwise, you may try changing your prompts and inputs slightly. It may pass, as flags are inconsistent in general.
Workspace guardrails also apply
The Owner's Content Policy Guardrails (Organization → Manage guardrails) apply to Supercomputer runs on top of platform safety checks. - see SSO, Guardrails & Security. That’s what may block Supercomputer reasoning.
Contact us
Email enterprise@higgsfield.ai for support. For a direct line, we can create a shared Slack or Microsoft Teams channel connecting your team with the Higgsfield team. Average response time: 15 minutes.
Include the page or job link, steps, screenshot, and expected vs actual result description.