# 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.

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](https://www.uova.com/help/faq/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](https://www.uova.com/help/billing/credits). |
| 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](https://www.uova.com/help/faq/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](https://www.uova.com/help/build/limits-and-signing-in). |
| 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](https://www.uova.com/help/build/publish/your-site-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](https://www.uova.com/help/build/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](https://www.uova.com/help/build/domains/dns-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](https://www.uova.com/help/faq/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](https://www.uova.com/help/account/websites-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](https://www.uova.com/help/build/editor/booking). |

## 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](https://www.uova.com/help/studio/spaces). |
| You want to upscale inside a Space | Upscaling inside a Space is not available. | Use the **Upscale** tool instead. See [Studio tools](https://www.uova.com/help/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](https://www.uova.com/help/account/sign-in-and-security). |
| No password to reset | A Google-only account has no password. | Continue with Google. See [Sign-in and security](https://www.uova.com/help/account/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](https://www.uova.com/help/billing/manage-subscription). |
| You cannot edit your email in Profile | Email is read-only. | Contact support to change it. |

Source: https://www.uova.com/help/faq/troubleshooting