Check where the failure begins
Reload once, check your connection and try a current supported browser. Compare an installed-app problem with a normal browser tab. If one works and the other does not, note the difference rather than reinstalling immediately.
For missing chats or paid access, compare the account email and original sign-in method. Check Archived Chats for a missing thread. Wait to make another purchase until you know you are using the account that owns the subscription.
Distinguish waiting from a failed request
Delivered in chat means the message arrived, not that the answer is complete. Higher thinking settings can increase the delay. Avoid repeatedly sending the same prompt while a reply is pending.
In Generation Studio, inspect the existing request and gallery before starting another. Duplicate submissions may become separate charged requests. A safety block before generation is not charged; a generation that fails after starting receives an automatic Moments refund. That does not promise a cash refund for a completed result you dislike.
A completed image with a clear technical glitch can be reported for review. If we confirm the fault, we return the Moments spent on that generation. Include the request reference and describe the broken detail. This review is different from the automatic refund for a request that fails to finish.
Check feature access and the selected settings
Review your plan, balance and mode when a control is unavailable. Video generation requires Premium or Ultimate. Classic video does not offer all the reference controls found in other models. Older instructions may call S3 by its previous name, S3.5.
For Shorts, read whether the episode is locked, Coming soon or trying to load. Those states are different. Check the sound control and device volume for playback trouble. An episode unlock does not grant access to every installment in the series.
Give support a specific example
Write to support@secrets.ai with the account email, device or browser, exact error and approximate time. Include a request identifier or relevant receipt detail for generation or billing. Explain whether another browser tab or connection behaved differently.
A cropped screenshot can clarify the problem. Remove passwords, verification codes, complete card numbers and unrelated private messages before sending it.
Common questions
Does one failed action mean Secrets AI is down?
Not necessarily. Check whether the site opens and whether other actions work. Record the error and time, then contact us if it persists.
Where do I find the controls for a particular feature?
Use reply and continuity settings for chat, character setup for creation and image and video tools for media. For account or subscription questions, open the common answers.
Why can I sign in but not use a selected tool?
Check the account, plan, Moments balance and mode. Signing in does not satisfy every feature's access requirements.
Why can I no longer find a mode called S3.5?
It was renamed S3. Use that name in the current controls; the change does not require a new account.
Will resending a pending generation repair it?
Not necessarily. Inspect the current request and gallery first. Another submission can create another request instead of fixing the first.