Troubleshooting
Common issues you may see while using Lomio, what they mean, and what to try next.
Generation task failed
Lomio maps raw provider and workflow errors into safe categories so private provider details never leak into the Creator Studio. Use the category shown in the task detail or pipeline panel to decide the next step.
| Error category | What it usually means | Next step |
|---|---|---|
timeout | The workflow or upstream AI call took too long. | Retry the task. If it repeats, simplify the request or split the episode. |
rate_limited | The upstream service or workspace limit is temporarily saturated. | Wait a few minutes, then retry. Avoid submitting many large jobs at once. |
content_policy | The prompt, dataset, or requested output violated moderation rules. | Revise the content and review the Responsible AI guide. |
invalid_input | A required field, file, schema, or prompt variable was missing or malformed. | Check required fields, file types, and prompt variables before retrying. |
insufficient_credits | The workspace does not have enough credits for the operation. | Open Billing and add a pack or upgrade the plan. |
transient_upstream | A temporary upstream service failure occurred. | Retry after a short delay. If several retries fail, contact support with the task id. |
storage_failure | Generated files could not be uploaded or attached to the asset library. | Retry. If the output exists but is not saved, include the generation id in support. |
workspace_suspended | The workspace is blocked from running new tasks. | Ask a workspace owner or admin to contact support. |
Video generation is stuck
Video jobs can spend time in queued, preparing, or running while assets are staged and the media worker is active.
- Refresh the task detail page before retrying.
- Check whether the workspace has enough video credits.
- Cancel and resubmit only if the task has not progressed for a long time.
- Include the video generation id when asking for help.
Billing or credit balance looks wrong
Credits are granted by webhook events, not by the checkout success page. If checkout succeeded but credits did not appear, wait a few minutes and then refresh Billing.
Important
Do not repeat checkout immediately. Duplicate payment events are deduplicated, but a second checkout may create a separate payment.
Cannot access a workspace or project
Workspace access is role-based. If you can sign in but cannot see a project, ask an owner or admin to confirm your workspace membership and role.
Still blocked?
Go to Contact Support and include the workspace id, task id, generation id, and a short description of what you expected to happen.