Safety & Troubleshooting

Use this section when something is blocked, unavailable, still processing, or not working as expected. It also explains how to use ImagiPortal responsibly and how to contact Support.

Identify the type of problem

Start with the message shown in the app. Most problems fit one of these groups:

• Safety block: a prompt, image, or character did not pass a content check
• Generation problem: an image, video, voice, avatar, world, selfie, or Try-On did not complete
• Conversation problem: chat, memory, voice messages, or a live call are not working
• Access problem: the account, subscription, PORTI balance, or feature access is not available
• Creator problem: publication, review, marketplace, or IP controls are blocked
• Support problem: the issue needs investigation by the ImagiPortal team

First steps

Before repeating the action:

1. Read and save the exact error message.
2. Check whether the action is still queued or processing.
3. Look in the relevant character, chat, image, or video gallery for a completed result.
4. Confirm that you are signed in to the intended account.
5. Check your subscription status, PORTI balance, and current feature access.
6. Check your internet connection and required browser or device permissions.
7. Retry once with one small change.

Do not repeat a purchase or paid generation while the first action may still be processing. A timed-out generation can sometimes complete in the background.

In this section

• Content Guidelines
• Account and Personal Safety
• Generation and Media Problems
• Chat, Memory, Voice, and Call Problems
• Account, Billing, and Creator Problems
• Reporting and Contacting Support

If you believe your account or another person is in immediate physical danger, contact the appropriate local emergency service. The ImagiPortal Support form is not an emergency service.