Troubleshooting
Find the symptom you see, learn the cause and follow the fix. Covers generating, publishing, domains, Studio and sign-in problems that the product's own limits produce.
For the complete documentation index, see llms.txt. This page is also available as Markdown.
Each row gives what you see, why it happens and what to do. If a row does not solve it, send the details through Report a bug.
#Generating a site
| Symptom | Cause | What to do |
|---|---|---|
| "You're out of credits — upgrade to keep building." | The Free plan's 250 credits cover one generation, and your pool is empty. | Wait for the UTC month to reset, buy a pack, or upgrade. See How credits work. |
| A message about too many generation requests | Every visitor is limited to 5 generation requests per 60 seconds from one IP address. | Wait a minute, then send the prompt again. |
| "We couldn't build this request as written…" | The prompt was blocked before any charge. | Reword it. No credits were spent. |
| "Generation hit a snag on our side — nothing was built. Your credits were refunded." | The build failed, or it ran past its time limit and stopped. | Select Retry. If the same prompt fails again, send it to Report a bug. |
| A second build for the same site is refused | Only one generation can run for a site at a time. | Wait for the first build to finish. |
| A sign-up prompt or limit message when you are not signed in | Visitors who are not signed in can be limited per hour and per day, and attaching more than 8 photos needs an account. | Sign up or log in, then send the prompt again. See Limits, sign-in and what a generation makes. |
| The generator picked a template you did not want | The generator chooses from its own list of 12 and you cannot choose. | Generate again with a clearer prompt, or start from a template with Use Template. |
| The site is in English and you wanted another language | The language is detected from the prompt and defaults to English when unclear. | Generate again and name the language, for example "in Portuguese". |
| "Add your …" lines in the editor | Facts you did not supply are left out and replaced by instructions. | Type the real details over them. They are hidden on the public site. |
#Publishing and domains
| Symptom | Cause | What to do |
|---|---|---|
| "Your <page> page still mentions <brand>. Replace the template name before publishing." | A template-based site still names the template's showcase business in visible copy. | Replace the named brand on the page the message lists, then publish. |
| The address is taken, invalid or reserved | Addresses are 3 to 63 characters of lowercase letters, digits and hyphens, with no leading, trailing or double hyphen, and some words are reserved. | Choose another. See Your uova.io address. |
| The address field is locked | The address can be edited only before the first publish. | Keep it. A new address needs Take offline, then a fresh publish, which also frees the old address for anyone. A connected domain shows "Site not found" until the site is live again under its old address. |
| Publish is blocked because the site changed in another tab | Two editor tabs hold different copies of the same site. | Close the other tab, reload the editor and publish again. |
| Your edits are not on the live site | The live site shows the last published snapshot. | Select Update. |
| A new page shows a not-found message | A missing-page answer is cached for 60 seconds. | Wait up to a minute and reload. |
| Connecting or buying a domain is not allowed | Custom domains are for paid plans. | Upgrade. See Domains. |
| A domain shows "Site not found" | The site was taken offline, and its domain record stays until the site is published again. | Publish the site again under the same address. |
| A domain will not verify | The DNS records at your registrar do not match yet. | Compare them with DNS records and SSL, then use Check again on the Domains page. |
| Inbox, Analytics or SEO show a "publish first" wall | These pages need a published site. | Publish the site. |
| A form message arrived in the Inbox but not by email | Spam is never emailed, a site gets up to 20 message emails a day then one summary, and the New message email switch may be off. | Check Spam in the Inbox, the Notifications switches and the form's recipient. See Emails from UOVA. |
| A visitor says they got no confirmation email | UOVA does not email the person who fills in a form. | Reply from your own email program with Reply by email in the Inbox. |
| Visitors cannot open a password-protected site | Every page asks for the shared password. After 10 wrong tries in 10 minutes it says "Too many tries. Wait a few minutes, then try again." | Give them the password, or wait. Change or remove it on the site's Access tab. A change reaches every visitor within a minute. |
| The Access tab says "Publish <name> first" | A password protects the live site, so the site must be published. | Publish it, then set the password. See Your sites and projects. |
| A booking calendar does not show in the editor | The Book section is added to the published pages, and the Booking pane's own preview leaves out the calendar frame. | Publish, then open the live site. See Booking calendars. |
#Studio
| Symptom | Cause | What to do |
|---|---|---|
| "Not enough credits" | Your pool is lower than the price on Generate. | Lower Count, pick a cheaper model, buy a pack or upgrade. |
| "<name> can't use a reference image — remove it or pick another model" | That model takes no reference image. | Remove the image or choose a model that accepts one. |
| "Add an image to animate" | An image-only video model needs a start image. | Attach one image, or choose a text-to-video model. |
| A reference image is rejected | References are one JPEG, PNG or WEBP of up to 20 MB. The homepage prompt box rejects HEIC and says to export as JPG. | Convert the file and try again. |
| A video is still running | Video runs in the background. After 30 minutes it is marked failed and refunded once. | Wait for the card to update. If it fails, try again or pick another model. |
| A run failed and the card shows a refund | Studio runs exactly the model you chose and does not swap in another when it fails. | Run it again, or pick a different model. The refund is automatic. |
| A Space template shows "Template not found" | Only 8 Space templates have content today. | Open one of the eight that load. See Spaces. |
| You want to upscale inside a Space | Upscaling inside a Space is not available. | Use the Upscale tool instead. See Studio tools. |
#Sign-in and account
| Symptom | Cause | What to do |
|---|---|---|
| The sign-up window says "This email is already registered. Log in instead." | That address already has an account, so no code is sent. | Select Log in, or use Forgot password?. |
| No sign-up code arrives | The email can be slow, land in spam, or the request was limited: codes are limited to 3 requests a minute from one network address. | Check spam, wait a minute, then select Resend code. See Sign-in and security. |
| No password to reset | A Google-only account has no password. | Continue with Google. See Sign-in and security. |
| A security check appears at login | Login can ask for a Cloudflare check after several attempts. | Complete the check and try again. |
| You lost your authenticator device | Two-factor has no recovery codes. | Use your backup device, or add UOVA to a new phone with the setup key you saved. If you have neither, email hello@uova.com from your account address. |
| Account deletion is refused | A paid subscription is still active. | Cancel it first. See Subscribe, change plan or cancel. |
| You cannot edit your email in Profile | Email is read-only. | Contact support to change it. |