Troubleshooting- content or images are not generating
An empty credit balance stops generation immediately, across every project. This is by far the most common cause. Check Billing & Credits.
Nothing generates at all
Check 1: AI credits
An empty credit balance stops generation immediately, across every project. This is by far the most common cause. Check Billing & Credits.
Remember: an active plan does not include unlimited generation. Plan and credits are separate. billing plans credits.
Check 2: subscription status
A cancelled or past-due subscription blocks generation. Also on Billing & Credits.
Check 3: the error message
"The AI service is temporarily unavailable. Please try again in a moment."
A genuine transient problem. Wait a moment and retry.
"Your AI credits are used up. Top up in Billing before generating new content." Self-explanatory. Top up.
"Your team's AI credits are used up. Ask your workspace admin to top up..."
The organisation's balance is empty; the account holder needs to top up.
"API key is missing or invalid"
Only applies if you entered your own AI provider keys under Account Settings. Fix or remove them.
Check 4: a connected channel
The Content Planner needs at least one connected publishing channel before it will offer to generate anything.
Posts stuck on "preparing image"
"Preparing image" means the text is written and the image is still being made. There is intentionally no Publish button until it finishes. Normal wait is under a couple of minutes.
If it stays there much longer:
- Regenerate the image on the card.
- Or pick an image from the Media Library instead.
- Check whether your image strategy is set to "Only my photos" and your uploaded photo pool has run out- in that case the post is waiting for a photo that will never arrive. Upload more photos or allow AI images.
The content is generating but it is bad
SYMPTOM: It is generic and could be about any business
The Brand Profile is thin. Fill in Services, Target Audience and Additional Context properly, and run Sync Website so it learns from the real site. brand profile and sync website.
SYMPTOM: It states things about the business that are not true
Correct the Brand Profile field it came from, AND add an explicit rule under Additional Context, e.g. "Never claim we offer 24/7 emergency service."
SYMPTOM: The tone is wrong
Set Tone of Voice, then save Brand Voice Examples- actual samples of writing you like. Examples influence style far more than a tone description does. You can save separate examples for blog, social, and each social network.
SYMPTOM: Posts show "[your phone number]" or similar placeholders
The Contact Details in the Brand Profile were empty when that post was generated. Fill them in and regenerate. Existing posts are not rewritten retroactively.
SYMPTOM: It is writing in the wrong language
Set Content language in the Brand Profile rather than leaving it on auto-detect.
SYMPTOM: Posts repeat the same topic
Give Autopilot a guided topic theme, or be more specific in the Content Planner. Posts flagged "Topic overlap" are NexoFlow telling you it spotted a near-duplicate and held it back.
SYMPTOM: The image does not match the post
Regenerate with a description that names the actual subject. "A paved walkway" works; "a nice outdoor area" produces whatever the model chooses. For automatically generated posts, a more focused post title produces a better matched image. ai images.
Checking what happened
The Activity Log records every generation- what was made, which model, how long it took, what it cost, and the error if it failed. Start there when you want the specific reason rather than a general one. activity log.
Common questions
Why did generation suddenly stop working?
Check your AI credit balance first. An exhausted balance stops everything immediately.
I'm on a paid plan, why am I out of credits?
The plan and the credits are separate. The plan grants capacity; credits pay for AI work. The credit that comes with a plan is a one-time grant, not a monthly refill.
How do I make the content less generic?
Fill in the Brand Profile fully, sync the website, and save Brand Voice Examples. Those three things account for most of the difference.
How do I stop it saying something wrong about my business?
Fix the underlying Brand Profile field and add an explicit rule under Additional Context.
How do I know what a generation cost?
The Activity Log shows the estimated cost per generation.