Check Rivya sign-in, failed uploads, pending generations, missing results and payment updates. Find the original task before retrying or contacting support.

Start with the action that failed and its last visible state. Save the error text and any unsent draft before refreshing. A browser error does not establish that a submitted generation or payment failed; check the existing record before repeating the action.

Chat will not send or a generation will not start

Check that you are signed in to the intended account. Public pages can help you prepare a request, but submitting a generation requires sign-in. Follow Access and sign-in if you cannot reach your workspace.

Read the message beside the form. Supply required text or references, complete the dialogue rows when using a dialogue model, and check that the selected model is available. A model can have a public introduction while its generation controls are unavailable. See Model availability.

Check the current credit estimate and balance. Insufficient credits can prevent processing and still leave a failed task record or notification; a request without a successful deduction has no reserved credits to return. Do not buy credits solely because an unrelated upload or browser error occurred.

For a conversation that did not load, reopen it from chat history. Copy an unsent draft first: reopening, refreshing or changing models can affect local inputs. Changing to a tool does not repair a missing conversation. Chat workflows explains supported inputs and saved conversations.

An upload is rejected

Check the selected model's accepted file types, file count, size and any duration or dimension limits. Limits differ within the same category. Renaming a file extension does not convert its contents. Confirm that each required upload completed before submitting.

Use References and uploads for model-specific requirements and Browser and file requirements for browser checks. Before refreshing or testing another browser, preserve your prompt and note your settings; a local draft is not a backup.

Check availability first if you want audio cleanup. ElevenLabs Audio Isolation is currently unavailable in Rivya. Its previous input requirements do not make it runnable, and text-to-speech or dialogue models are not substitutes for cleaning an uploaded recording.

A task appears stuck

Find the original image, video or audio task in /history/generations, using the account that submitted it. Match the model, prompt and creation time. The History guide explains how to find earlier work.

Status	Next step
`WAITING`	Check the existing task again; it has not reached a final state.
`GENERATING`	Keep the task details. A long wait alone does not confirm failure.
`SUCCESS`	Open the recorded result, then check file access and quality separately.
`FAILED`	Read the error and inspect credit transactions before deciding to retry.

You can also look in the current Studio and Notifications Center, but a notification is an event record, not a substitute for the task's current state. Dashboard recent items are not the complete history.

Closing the page or losing the connection does not necessarily stop work already submitted. Reopen the original record rather than starting a duplicate. Users do not need to inspect provider callbacks or server logs. Queues and waiting explains what to check while a request is pending; no single completion time applies to every model.

A task failed or the credit return looks wrong

Read the error before changing inputs. Correct the identified cause, check the new estimate, and submit one new attempt only when you intend to start another billable request. Repeating a prompt is still a new submission. Checking an existing task is not a new generation.

A confirmed generation failure normally returns credits that were reserved for that task. Open /settings/credits to compare usage and return amounts and times. A credit return goes to your Rivya balance, not your payment card. A successful task can return an unused portion of its reservation, so a refund badge alone does not prove a full return or a failed task.

If the task and transactions disagree, keep both records and contact support. Do not keep submitting identical attempts to test the balance. See Failed tasks and refunds for settlement details and the distinction between a failed generation and a result you dislike.

A result or conversation is missing

Check the account and the right history category: conversations belong in chat history; image, video and audio tasks belong in generation history. Look beyond the small list of recent dashboard items. An unsent draft or uncommitted response is not necessarily saved as a conversation.

For a successful generation, check whether the output is still available or marked expired. A saved task record does not guarantee that its provider-hosted file remains downloadable. Follow Output downloads and save useful files while available. A download error or an expired link is separate from a task marked failed.

If the file opens but its text, motion or pronunciation is wrong, review the result and inputs before paying for another attempt. Successful processing does not guarantee that the output meets your brief. Describe the actual problem when contacting support instead of reporting every output issue as a missing task.

Checkout finished but billing has not updated

Return through the checkout flow's /payment page and let it check completion. Then inspect /settings/billing for the subscription or /settings/credits for the balance and transactions, using the purchasing account.

The payment page stops its automatic wait after about one minute. That timeout is a page state, not proof that the payment failed or that no money was collected. Use the available status check and account records; do not start another checkout just to make the screen update. See Payment checkout.

Keep the receipt or checkout reference and the time if the account still does not match the purchase. Notifications may help identify an update, but they do not replace billing and credit records. Credits and billing explains grants, spending and expiry; a balance change is not always a new charge or refund.

Contact support with what you have

You can ask for help before diagnosing the cause. Email [email protected] with the account email, page or workspace, what you tried, what you expected, what happened, and the exact error. Include the time and time zone, model and task ID if available. If no ID is visible, the model and creation time can help locate the record.

For upload problems, include file type, size and relevant duration or dimensions. For billing problems, include the receipt reference and relevant transaction amounts and times. A screenshot can show the last visible state; remove unrelated personal information first.

Do not send login codes, API keys, full payment-card details or confidential source files. Describe sensitive inputs without attaching them. Support can investigate the available records; this guide does not promise a fixed resolution time, a cash refund or a successful replacement generation.

Rivya troubleshooting: uploads, tasks, results and billing