Troubleshooting Guide

Outages and errors

What does a content or "NSFW" flag mean?

If a generation is blocked, your prompt or input did not pass a content or safety filter. Video generation shows "Content was flagged as NSFW"; image generation shows a neutral content-filter message instead. The filter covers adult content as well as violence, disasters, real people, brands and other restricted material, so a flag does not always mean adult content. This isn't a system error.

This is by design to ensure safe, responsible AI use. Adjust the prompt or input and try again. Credits are still charged when a result is flagged NSFW.

Why do video generations sometimes fail?

Sora is no longer available in Genspark. Video generations can still fail from time to time, for example when a video model's provider has a temporary problem.

If a generation fails or times out, the credits held for it are released back to you, so you can try again. If the result is flagged NSFW, credits are still charged.

Why are some AI models removed from Genspark?

If the model you picked was switched to another one, this is why.

We regularly update our model lineup to offer the most advanced AI technology available. Older models are retired when they can no longer be maintained to our quality standards or when superior alternatives exist. This is standard practice across leading AI platforms and ensures you always have access to the best-performing models.

If you have a retiring model selected in AI Chat, AI Developer or Claw, you'll see a notice with the retirement date and a suggested replacement, and the model is removed from the picker during the notice window (usually 7 to 14 days). In agent products that choose models by tier, the switch happens automatically without a banner. After the retirement date, requests are routed to the replacement and billed at its rate. The current lineup is always the list in the in-app model picker.

Where do the open-source models on Genspark run?

Several of the models Genspark offers are open-source, including DeepSeek, Kimi, GLM, MiniMax and Qwen. Open-source means the model weights are published, so they can run on third-party infrastructure. Genspark serves these models through inference providers, mainly Fireworks AI, Baseten and Novita, with other providers such as Arcee, Together AI, Groq and Azure-hosted deployments as backup routes.

For requests served this way, the company that originally built the model does not receive your prompts, files or results; they go to the hosting provider instead. A few limited-preview models connect directly to the model maker. If an open-source model fails, your request may be retried on another provider or a different model.

Data handling depends on the provider serving the model. See our Privacy Policy for the current terms.

What does a 401 Error mean?

You're seeing this because your login session has expired or there's an authentication issue. Don't worry—it's just our way of keeping your account secure.

How to fix it:

• Log out and log back in — This usually solves the problem
• Clear your browser cache and cookies for Genspark.ai
• Try an incognito/private browsing window
• Verify your login credentials — Make sure you're using the correct username and password
• Check whether your account is active — if it may be locked or suspended, see Locked or suspended accounts
• Disable browser extensions — Some extensions can interfere with authentication
• Reset your password — If you're unsure about your credentials

Still can't get in?

Submit a ticket with your login email. We'll help you get back in quickly.

What does a 400 Error mean?

This error means the request could not be processed, usually because of a formatting issue. Don't worry—this isn't something you did wrong.

You might see this when:

• Form submissions fail
• You get "Invalid request" messages
• Pages won't load after clicking submit
• File uploads don't go through
• Search functions return errors

How to fix it:

• Refresh the page and try again
• If a file upload is involved, re-upload the file or convert it to a supported format
• Clear your browser cache and cookies
• Try a different browser
• If the page says it is out of date, reload it
• If the desktop or mobile app asks you to update, install the latest version
• If it keeps happening, tell us what you were doing and, if it is safe to share, attach the file

Still stuck?

Tell us exactly what you were trying to do, and we'll help you sort it out.

What does a 500 Error mean?

This means we're experiencing a temporary server issue. This is on us, not you—nothing you did caused this.

How to fix it:

• Wait a few minutes and refresh the page
• Clear your browser cache
• Check genspark.ai/status for an ongoing incident
• Try again later
• Log in with a different account to see if the issue persists

Our technical team gets automatically notified when this happens and is already working on it. Thanks for your patience!

What does a 1015 Error mean?

Our security system detected unusually high activity from your connection and temporarily limited access to protect our servers. This is temporary and will resolve itself.

How to fix it:

• Wait 10-15 minutes — The limit will lift automatically
• Refresh the page after waiting
• Clear your browser cache and cookies
• Restart your internet connection or try a different network
• Disable VPN/proxy if you're using one

Why this happens:

• Too many requests sent in a short time
• Shared network with heavy usage (office, school, coffee shop)
• Browser extensions causing rapid requests
• Network connectivity issues

Still blocked after 30 minutes?

Contact our support team—we can help identify what triggered the protection or whitelist your IP. Include the time this happened and your approximate location.

Your account is safe. This is just our way of keeping the service running smoothly for everyone

The site won't load (524)

This is a timeout on our side — it isn't your account or your project. The page shows a raw error and "There was an error generating a response."

What to do

• Wait a few minutes, then reload the page or reopen the project. Your task usually keeps running on our side, so check where it got to before you try again.
• If the page offers Reload, use it to load the result. Regenerate response runs the request again and uses credits again.
• If it's still failing after about 30 minutes, send a ticket.
• For outage updates, check the status page at genspark.ai/status and our posts on social media.

⚠️ Don't delete your project or reinstall.

What to send support

• Time, region, and a screenshot — no project link or history line. See What to send support.

Billing and credits

Why was I charged credits after Free Quota ran out?

Free Quota is included with personal Plus and Pro plans, and with Genspark Go where it's offered. Free, Team and Enterprise seats are not included.

It covers Standard-mode text and task usage in Super Agent and Cloud Computer, AI Slides, AI Sheets, AI Docs, Deep Research, Fact Check, Second Brain, Ask Org, and the planning step of media agents. Images generated inside a covered Standard task are included at the default model and quality; named models, 4K/high quality and the standalone AI Image entry use credits. Ultra mode, Custom models, video, music and audio files, the Workflows builder and the All Agents Cross Check entry also use credits.

The quota runs on a rolling 7-day window that starts with your first covered use and resets 7 days later; it is not a calendar-week reset. On Plus and Pro, once the quota runs out, covered tasks continue on your credits automatically. To be asked first, turn on Ask First on your usage page (profile menu → Credits). It is off by default and only applies when Free Quota runs out on Standard-mode tasks. If both your Free Quota and your credits run out, tasks pause until the window resets or you add credits. Go has no monthly credit allowance, so with no credit balance, covered tasks pause until the window resets.

For the window rules, the full coverage list and the Ask First toggle, see How Free Quota Works.

I'm on an annual plan — why do I only have one month of credits?

An annual plan is billed upfront for the whole year, and your credits are added each month rather than all at once. Each month's credits are added on the same day of the month your subscription started (if that day is the 29th to the 31st, credits post on the last day of shorter months). Your usage page shows This month's cycle and your Subscription period.

For the full schedule, see Changing Your Billing Interval.

Why did my credits drop, or get used without me?

What to do

• Open your credit history and check the charges.
• Check background Claw schedules and Heartbeat.
• Check for automated workflows.
• Check for retries and Auto-select fan-out on the same task.
• Check credit expiry: subscription credits expire at the end of each monthly credit period, top-up packs after three months, daily free credits after one day.
• Check annual monthly posting, Team credits per cycle, and whether a plan change started a new billing period.
• If none of these explain it, contact support with your account email and the matching lines from your credit history.

For where to find your credit history, see Credit Usage History.

Why was I charged twice this month?

Two charges close together are usually one plan change, not a second subscription.

What to do

• Check whether you changed plan on or just before the charge date. An upgrade changes your existing subscription in place. It is one immediate charge for the time left in your current billing period, not a second subscription and not a full extra month.
• Open your invoices: Settings → Billing → Payment methods & invoices. You can also open the plan page, select Manage, then choose Edit Billing / Payment Method. Both open your billing portal.
• Read the invoice as two lines. An upgrade produces a credit for the time you did not use on the old plan and a charge for the time left on the new one:
  • Credit: "Unused time on Genspark Plus Subscription after {date}"
  • Charge: "Remaining time on Genspark Pro Subscription after {date}"
• The credit line is not a refund. It reduces the charge on the same invoice. Your own plan names appear in place of Plus and Pro. If tax applies to your purchase, it shows as its own line.
• Compare the total with what the upgrade screen showed before you confirmed. It lists Due today (including tax, with Includes {amount} tax when tax applies) and Next billing date. When you upgrade to an annual plan, it also says "Today's charge covers only the remaining {days} days until your next renewal — not the full price." On a monthly plan it says "You're only charged for the remaining {days} days, {credits} credits available now, expire on {date}".
• Check the renewal date. If the new plan has the same billing interval (monthly to monthly, or annual to annual), your renewal date does not move. If you switched from monthly to annual, the yearly cycle restarts on the day you upgraded. A switch from annual to monthly is scheduled for your next billing cycle: see Can I switch between monthly and annual billing?.
• Rule out a real duplicate, using the same invoice screen.
  • One subscription with a credit line and a charge line is the upgrade case above.
  • Two separate subscriptions, or a charge you cannot match to a plan change, is a duplicate. Before you contact us, check whether it belongs to another account: see I'm on Free but I was charged.
  • On the account that already has the plan, web checkout shows Already Subscribed and "To change your plan, use the upgrade or downgrade options." A second purchase on that account is not the usual cause.
  • If one charge came from the App Store or Google Play and the other from the web, you have one subscription on each billing system. For personal plans, new purchases are blocked in both directions, so this usually means one subscription predates that block. Cancel each one where you bought it:
    • App Store or Google Play: use your device's subscription settings, as described in Mobile Subscriptions.
    • Web: open Settings, go to Billing, find the Cancellation card and select Cancel Subscription.
  • For refunds, see the Refund Policy.

I'm on Free but I was charged

If your plan shows Free and you were charged, the subscription is almost always on a different Genspark account from the one you are signed in to.

What to do

• Sign in to the account you were using when you paid. Your plan follows the account you were signed in to when you started checkout. The email on the Stripe payment page goes on the invoice. It doesn't decide which account gets the plan.
• If you are signed in and the plan still shows Free, you may be in a second account, for example one created with a different email address, such as a second Google account. See I paid for a plan but my account shows Free.
• Open the plans and pricing window. If your sign-in email was used to pay on another account, a banner reads "You have memberships linked to other accounts" and lists them, with the email addresses partly hidden. Sign in to the account it names.
• If you are checking on a second computer, confirm you are signed in to the same account there. See Why do I see a different plan on another computer?.
• If you can't find the account that holds the plan, send support the details below. Include every email address the plan could be under.
• If your plan still doesn't appear after checkout, see I Paid But Didn't Get Plus/Pro.

Account and access

How can I help troubleshoot my issue?

When you report an issue, sharing these details helps our engineering team identify and fix problems faster:

Information that helps:

• Webpage link (if on desktop)
• Session link with the issue, screenshot, or screen recording
• Login email (never your password)
• Device & OS version (Windows, Mac, iPhone, iPad, iOS, Android, etc.)
• Browser or app version
• Browser extensions (if applicable) — Screenshot from chrome://extensions/ or edge://extensions/
• Specific feature you were using when the issue occurred

How to share a session link:

• Click the task title to open the project
• Click the sharing icon in the upper right corner
• Invite [email protected] as a Viewer
• Copy the project link and include it in your message to support

Your privacy matters:

We understand your concern about personal data. Only share what you're comfortable with—we just want to help identify and solve the problem.

I lost my project, where did it go?

• Open My Library from your profile/avatar menu.
• It opens on the Bookmark tab — click over to the "History" tab.
• Your projects are listed newest first, grouped by date.
• Keep scrolling — older projects load as you scroll down. The first screen only shows your most recent work.

Tip: If you just created it, give it a moment and refresh — the title can take a few seconds to appear.

I can't sign in after my organization turned on SSO

Your organization now requires company single sign-on, so other sign-in methods are refused, including the one you used before.

If you're a member

• Sign in with your company SSO, using your work email address on your organization's domain. If you try another method, the web page says "Please sign in with your company SSO." Password, Google, Apple and email sign-ins are refused for members on that domain, and open sessions are signed out.
• If SSO itself fails, ask your organization admin.
• If no admin in your organization can sign in either, email [email protected] and ask support to restore access on the account you already have. Say that you are locked out of an SSO organization and name your domain.

⚠️ Don't create a second account to get in. A new account is separate from your existing one, and your projects stay on the existing one.

If you're an admin

• Before you require SSO, test in an incognito window. See SSO setup.
• Turn on Enable SSO and save the configuration first. Only then turn on Require SSO for all members in Identity & provisioning.
• If SSO is misconfigured, requiring it can lock you and every member of your organization out, and there is no in-app fallback.
• To undo it, an admin who can still sign in turns Require SSO for all members off. If no admin can sign in, email [email protected] and ask support to restore access.

A different message, "Your account is temporarily locked for security," has its own steps: see What does "Your account is temporarily locked for security" mean?.

Apps and devices

The Genspark app is slow, stuck, or won't open

This is a performance or startup problem in the app itself — not your account or your projects.

What to do

• Check that you're online — switch between Wi-Fi and mobile data and try again.
• Force-quit the app and open it again.
• Check for an app update and install it.
• If the app won't open at all, reinstall it from the App Store or Google Play.
• Turn on the permissions the app needs. It may ask for microphone (recording), Bluetooth and local network (SecondBrain Note), camera and photos (attachments), and notifications — turn them on in your phone's Settings → Genspark.
• If it still fails, send a diagnostic log. In the app, open the side menu, tap your profile card to open Settings, then tap Upload Diagnostic Logs (below Feedback) and choose Upload. Or use Feedback and check Include client logs.

What to send support

• Your device and OS version, the app version, and the steps that led to the problem. See What to send support.

My SecondBrain Note won't respond — how do I restart it?

Press and hold the button until the device reboots with a single vibration. This will not clear any pairing or connection information.

If it still doesn't respond, see SecondBrain Note troubleshooting, and update the firmware: How do I update my device firmware?.

Claw

For Claw problems — a cloud computer that won't start, an "LLM request timed out" message, or credits that didn't arrive after subscribing — see the Claw FAQ.

What to send support

What to send depends on the problem:

• A task, a project or a generation — share the project with [email protected] as a Viewer (Share → invite by email), then add the time it happened, the matching line from your credit history, and a screenshot.
• You can't sign in, or the site is down (524) — send the time it happened, your region, and a screenshot. There may be no project link or history line to send.
• A payment or billing problem — send the email address used for payment, and your invoice number or a screenshot of the invoice email.