Common questions

The questions that come up most often on support tickets and onboarding calls. Quick answers with links to the full pages.

The top-of-inbox set. If a question is here, the answer is likely in this list. If not, head to the section that owns it.

Credits

What does a render cost?

Costs vary by model and resolution. The credit counter at the top-right of the workspace tracks your remaining balance; click it for a breakdown by action type. Rough sizes: a 1K image is cheap (tens per credit pack), a 2K video is the most expensive single action. See Credits and tokens.

What happens when I run out of credits?

A paywall appears when you click Generate or attempt a paywalled feature. Three options: buy a credit pack, upgrade your tier, or wait for the cycle to roll over. See Plans and billing.

Do credit packs expire?

No. Pack credits persist beyond the monthly cycle and get used after the cycle's allotment runs out. See Plans and billing.

Plans

Yes. The Free tier gives you enough credits to walk through the first render in 20 minutes and try most features. See Sign up and set up.

Do I need Business for everything?

No. Free covers most of the product. Business is required for multi-seat teams. Generate 3D Asset is limited on Free; Explorer, Business, and Enterprise have full access. Solo creators usually do well on Explorer. See intangible.ai/pricing for the current matrix.

Can I downgrade later?

Yes. Downgrades take effect at the next billing cycle; the current cycle keeps the higher tier's features. Your existing credit balance is preserved into the new tier – monthly credits don't accumulate across cycles, but whatever you have at downgrade carries over.

Teams

How do I work with another person on the same project?

Two paths. For ongoing collaboration on multiple projects, set up a team workspace with Create and invite. For one-off review of a specific project, share via email from the Share button. See Sharing and collaboration.

Can a contractor join a team without a Business account of their own?

Yes. Send them an invite from your Business team; they accept and join your team. Their own account stays free until they want their own Business plan.

Can I move a project from personal to a team?

Not directly. Recreate it in the team workspace.

AI behavior

Why is my hero asset rendering as something generic?

The model isn't being given the specific reference. Attach an image of the actual asset to the object via Object Details → Image reference in Build mode. See Image reference.

The same character looks different in every shot. How do I fix that?

Two practices that compound: vanilla object names ("Mark" not "pirate captain") and image references attached to the character. See the tip on character consistency in Image reference.

A render keeps including something I don't want.

If the unwanted element is in the 3D scene, hide or delete it in Build mode and regenerate. If it's something the model is hallucinating, edit the rendered image directly with the pencil tool (Edit images) or download, fix in Photoshop, re-upload as a start frame (First and last frame).

Why doesn't AI Composer know about my custom imported asset?

It only knows the library's gray-boxing assets. For specific imported objects, drag them in manually or call them out by name in your prompt. See AI Composer.

Workflow

The animation I authored isn't showing up in the render.

You probably authored it in Build mode. Animation only commits to a shot, and that requires Compose mode with a shot active. See Animation and shot time.

I can't find an object I placed.

Open the Scene Outliner, find it by name, press F to frame the camera on it. Common cause: the object spawned outside the camera frustum and you didn't notice.

I scaled an object to zero and now I can't select it.

Open the Scene Outliner, find the object by name. From there you can rescale it via the gizmo's white center cube or by dragging a fresh copy of the asset from the Asset Library to replace it.

Outputs

Where do my renders live?

In the gallery to the right of the viewport in Visualize mode. Per-shot. Switching shots reveals a different gallery. See Managing outputs.

Can I download multiple renders at once?

No batch-download in the gallery today. Download renders one at a time via the per-render download icon. See Managing outputs.

Why is my exported video lower resolution than I expected?

Export Video downloads each clip at the resolution it was rendered at. There's no resolution normalization across clips. If you want a higher-resolution version of any clip, re-render that clip at 2K before exporting.

Browser and performance

Why is the viewport stuttering?

Most likely browser memory pressure or a complex scene. Close other tabs, lower the Studio Graphics tab settings (Ambient Occlusion off, Viewport maximum object count reduced), restart the browser. See Account and settings and System requirements.

Should I use Chrome or Safari?

Either. Chrome and Safari are the two officially supported browsers. Other browsers run standard compatibility checks but aren't actively QA'd.

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Last updated 25 days ago

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