# Fix common problems (https://docs.apparelai.app/help/troubleshooting) If an AI photo isn't accurate or something isn't working, find your problem below and try the fixes in order. If nothing helps, [contact support](/help/contact). ## Inaccurate results [#inaccurate-results] ### The garment doesn't look like my product [#the-garment-doesnt-look-like-my-product] Results can vary in color, weave, fit, drape and small details. The details come from your garment photo, so start there: 1. Take a better garment photo: steamed, shot straight on and evenly lit, with the whole garment sharp and in the frame. See [Prepare your garment photos](/getting-started/garment-photos). 2. For sarees, salwar kameez and shirts, turn on the matching [garment mode](/garment-modes) in **Settings**. Its extra photo slots, such as **Pallu** and **Blouse** for sarees or **Logo**, **Collar** and **Cuff** for shirts, give each part of the garment its own reference. 3. If a result is close, type the fix in **Fix & Refine** on the **Photo Shoot Result** page instead of starting over. See [Edit and improve results](/photoshoots/edit-results). 4. Before you publish, compare the photo with your product, especially logos, embroidery, borders and stitching. ### The back of the garment is wrong in back-view poses [#the-back-of-the-garment-is-wrong-in-back-view-poses] Add a photo of the back. In the **Product** step of **Create Photo Shoot**, use **Back side (optional)**. Back-view poses then show your garment's real back instead of an invented one. If you pick a product you uploaded before, a back photo you add there is saved to that product. In **Bulk Photoshoot**, use the **Back photo** slot. See [Front and back photos](/getting-started/garment-photos#front-and-back-photos). ### The saree border drifts or the pallu doesn't match [#the-saree-border-drifts-or-the-pallu-doesnt-match] - Turn on the saree mode in **Settings**, then upload the **Saree Body**, **Blouse** and **Pallu** photos. - Make sure at least one full run of the border is visible in the **Saree Body** photo. There's no separate border slot. - In **Settings**, set the **Saree engine** to **Advanced (Beta)**. It's built for complex designs, with sharper pallu and border detail. - If a design looks worse with **Advanced (Beta)**, switch back to **Normal**. The change applies to your next photoshoot. See [Saree mode](/garment-modes/saree). ### The blouse comes out in the wrong color [#the-blouse-comes-out-in-the-wrong-color] Add the blouse piece in the **Blouse** slot of the saree mode, so the blouse comes from a real photo instead of being guessed. See [Saree mode](/garment-modes/saree). ### The pieces of a suit get mixed up [#the-pieces-of-a-suit-get-mixed-up] Turn on the salwar kameez mode in **Settings** and upload each piece in its own slot: **Top (Kameez)**, **Bottom**, **Dupatta** and **Sleeve**. A single photo of pieces folded together leaves it unclear which fabric belongs where. See [Salwar kameez mode](/garment-modes/salwar-kameez). ### The garment is worn the wrong way, or as the wrong type of garment [#the-garment-is-worn-the-wrong-way-or-as-the-wrong-type-of-garment] - For a saree, salwar kameez, shirt or dupatta, turn on its [garment mode](/garment-modes) in **Settings**. - In the **Output** step, describe the garment in **Additional Instructions (optional)**, for example its length or how it should be worn. - If a result is close, fix it with **Fix & Refine** on the **Photo Shoot Result** page. See [Edit and improve results](/photoshoots/edit-results). ### Creases or fold lines show up in the result [#creases-or-fold-lines-show-up-in-the-result] Steam or iron the garment and photograph it again. Fold lines can come back looking like creases or seams. ### Embroidery or zari looks flat or grey [#embroidery-or-zari-looks-flat-or-grey] Photograph the garment with the light falling across the surface, not straight on from the front. Flat light from the front can make metallic thread look like grey cotton. For heavily worked pieces, add real close-up photos to your listing alongside the AI photo. ### Knit texture looks flat [#knit-texture-looks-flat] Photograph knitwear with soft light from one side. Flat light from the front flattens rib and cable detail. ### A blazer or other structured piece fits badly [#a-blazer-or-other-structured-piece-fits-badly] Fasten the buttons, straighten the collar and square the shoulders, then photograph the garment again. The result follows the shape in your photo. ### A layered outfit looks wrong [#a-layered-outfit-looks-wrong] An open jacket over a detailed shirt is one of the hardest cases. Photograph the layers clearly separated, and check the lapels and cuffs before you publish. ## Generating [#generating] ### My photoshoot is taking a while [#my-photoshoot-is-taking-a-while] A photo usually takes 30 to 50 seconds. The **Live Preview** shows the progress. If your browser asks, allow notifications, and you'll be told when the photo is ready even if you're working in another tab. See [Notifications](/account/notifications). ### "Something went wrong. Please try again." [#something-went-wrong-please-try-again] The generation didn't finish. Select **Generate Photo Shoot** again. If it keeps failing, [contact support](/help/contact) with the product name and a screenshot. ## Uploads [#uploads] ### My photo won't upload [#my-photo-wont-upload] - In **Create Photo Shoot**, use a **JPG**, **PNG** or **WEBP** photo of up to 25MB. - If you see **File too large**, use a smaller version of the photo. - iPhone **HEIC** photos are accepted on the **Products** page and in **Bulk Photoshoot**, where they convert automatically. - In AI Image to Video, **Your photo** takes a JPG, PNG or WebP file of up to 25 MB. ### The mobile app can't open my photos or camera [#the-mobile-app-cant-open-my-photos-or-camera] The app asks for access to your photos or camera when you tap to upload. If you declined, turn access back on for ApparelAI in your phone's settings. ## Credits and billing [#credits-and-billing] ### "Not enough credits" or "No credits remaining" [#not-enough-credits-or-no-credits-remaining] You don't have enough credits for what you chose. On the **Output** step, the **Generate Photo Shoot** button changes to **Not Enough Credits**. - Choose a lower resolution. **Standard - 1K** uses 1 credit per photo. - For a video, pick a shorter **Length**. Every second costs credits. - Upgrade your plan from **Billing** in the sidebar, or buy a one-time [credit pack](/billing/buy-credits). - On the free plan, you may be offered free credits for adding your mobile number. See [Get free credits](/billing/free-credits). See [When you don't have enough credits](/getting-started/credits#when-you-dont-have-enough-credits). ### My bulk photoshoot is paused [#my-bulk-photoshoot-is-paused] A bulk photoshoot pauses when you run out of credits. Add credits, then resume the photoshoot. In **Bulk Photoshoot**, **Get credits** and **Refresh balance** help you top up and update your balance. See [Bulk photoshoot](/photoshoots/bulk-photoshoot). ### "Payment failed. Your subscription is on hold." [#payment-failed-your-subscription-is-on-hold] This banner appears at the top of the app when a subscription payment fails. Select **Update payment method** to open **Billing** and fix the payment. See [Change or cancel your plan](/billing/manage-subscription). ### I deleted the app, but I'm still being charged [#i-deleted-the-app-but-im-still-being-charged] Deleting the app doesn't cancel a subscription. Cancel it in your iPhone's Settings or in the Google Play Store. See [Change or cancel your plan](/billing/manage-subscription). ### My plan doesn't show up on another device [#my-plan-doesnt-show-up-on-another-device] - Make sure you're signed in to the same ApparelAI account. Your name and email show at the bottom of the sidebar. See [Create an account and sign in](/account/sign-in). - If you subscribed in the iOS or Android app, restore your purchase on the other phone. See [Subscriptions in the app](/mobile-app/subscriptions). ### I want a refund [#i-want-a-refund] On the web, there are no refunds for partial billing periods. For purchases in the iOS app, request a refund through Apple. For purchases in the Android app, request it through Google Play. See [Change or cancel your plan](/billing/manage-subscription). ## Notifications [#notifications] ### I'm not told when my photos are ready [#im-not-told-when-my-photos-are-ready] - **On the web:** when your browser asks to show notifications, select **Allow**. Notifications appear when the ApparelAI tab is in the background. If you selected **Cancel**, turn notifications on for the ApparelAI site in your browser's settings. - **On your phone:** notifications are optional. If you turned them off, turn them on again for ApparelAI in your phone's settings. See [Notifications](/account/notifications). ## Videos [#videos] ### I left the page before my video was ready [#i-left-the-page-before-my-video-was-ready] That's fine. Videos are made in the background. When your video is ready, you'll find it in **Your videos**, at the top right of the AI Image to Video page. It opens **Tool history**, where you can pick **AI Image to Video** in the filter. See [Turn a photo into a video](/video/image-to-video). ### Generate video is greyed out [#generate-video-is-greyed-out] In AI Image to Video, add your photo under **Your photo** first. Until you do, the button stays greyed out, with "Add your photo to get started." below it. ### I can't find the format or sound options for a project video [#i-cant-find-the-format-or-sound-options-for-a-project-video] **Create Video** in a project only has the templates and **Length**. **Format**, extra angles, **Anything to change?** and **Ambient audio** are only in AI Image to Video. To use them with a photo from your photoshoot, download the photo, then upload it under **Your photo** in AI Image to Video. See [Videos from a photoshoot](/video/project-videos). ## AI tools [#ai-tools] ### The button that runs a tool is greyed out [#the-button-that-runs-a-tool-is-greyed-out] Add every required photo or field first. Each one is marked with a red asterisk. Until then, the page shows "Upload required inputs to continue" under the button. ### I can't find a tool result [#i-cant-find-a-tool-result] Open **Tool history**: select **History →** at the top right of any tool page. Runs are listed newest first, and you can filter by tool. See [Tool history](/ai-tools#tool-history). ## Background Remover on the website [#background-remover-on-the-website] These fixes are for the free AI Background Remover on the ApparelAI website. ### Transparent areas look black on Etsy [#transparent-areas-look-black-on-etsy] Etsy shows the transparent parts of a PNG as black. Place your cutout on a background in an image editor before you upload it. ### Lace or tulle came out solid, or disappeared [#lace-or-tulle-came-out-solid-or-disappeared] Use a clearer, evenly lit photo against a contrasting, uncluttered background. You can also fix the cutout in an image editor. ### My download is smaller than I expected [#my-download-is-smaller-than-i-expected] Downloads are up to 3072 pixels on the longest edge, and smaller photos aren't enlarged. Start with a larger photo. See [Remove a background](/ai-tools/background-remover). ## Marketplace listings [#marketplace-listings] ### A marketplace rejected my image [#a-marketplace-rejected-my-image] Wrong dimensions are the most common reason. Before you generate, pick your marketplace under **MARKETPLACE** in **Create Photo Shoot** to use its recommended aspect ratio, resolution and background. See [Marketplace presets](/photoshoots/marketplace-presets). When you download from a project, use **MARKETPLACE EXPORT** in the **Download** menu to get the marketplace's image size and file limit. Then check the rest before you upload: a clean background, the garment filling the frame, accurate color, and no visible flaws around hands, necklines and hems. See [Download and export](/library/download-and-export). ## Still stuck? [#still-stuck] Check the [frequently asked questions](/help/faq), or [contact support](/help/contact) with your account email, the project or product name, a screenshot, and what you expected to happen. ## Related [#related]