Troubleshooting

Find your symptom and follow it.

I cannot get into my account#

The verification email never arrived. Check spam and promotions first, then use the resend button on the verification page; resending issues a fresh code and cancels the old one. Codes expire after 24 hours, and five wrong guesses cancels the code too, so if you have been guessing, resend rather than trying a sixth. The longer walkthrough is in create your account.

Password reset is not working. The reset link expires after one hour, and requesting a new one cancels every link before it, so always use the newest email. The "sent" confirmation appears whether or not the address has an account; if nothing arrives, check that you requested it for the address you actually registered with.

Signed in, but the account looks wrong. Solo creators land in Solo Content; producers land in Productions. If you are looking at the wrong one of those two, you are on the wrong plan for what you are doing: see choose your plan.

Payment will not go through#

Card declined. The activation dialog will tell you payment failed. Update your card under Billing, then return to the scene and retry. Declines come from the card issuer, so if a good card keeps failing, the issuer is who can say why.

Charged but nothing changed. After checkout, your subscription syncs when you land back on the billing page; if you interrupted that, open the billing page again and it will sync and show the plan. A scene activation that charged but shows no change is worth a page refresh first, then contact with the scene name if it persists.

Worried about being charged twice. A scene that has been paid for is never charged again; retrying a failed activation is safe. If you see two subscription charges in the same period, that is worth a Billing Question with both dates.

A scene will not move forward#

Cannot activate. A scene activates from draft, once at least one person is on it and there is a way to pay. The dialog says which of those is missing. Activate and pay for a scene covers the whole step.

Cannot invite talent. Every performer needs name, date of birth, phone, sex, and a working email, and must be 18 or over; the form rejects anything less, because the record it creates is a federal record. Also worth knowing: invitations for a draft scene are held and sent when the scene activates, so "I invited them and no email came" on a draft scene is the system waiting, not failing.

Cannot close out the scene, blocked by a missing model release. This is the one block that cannot be overridden: every performer needs a signed release before close-out. Chase the signature, or if it will never come, cancel the scene; cancelled scenes keep their records. See close out a scene.

Talent says they finished, but the scene shows them as not complete. "Docs Signed" is not the final step: after signing documents there is a final signature and certification step, and skipping it leaves the performer short of Completed. Resend their invitation and ask them to open the link and finish; if their link has expired, the resend issues a fresh one.

ID verification is failing#

Document rejected. Retry with a clear, well-lit photo of the physical ID, no glare, all four corners in frame. Screenshots and photocopies fail.

Nothing happens after upload. A decision usually arrives within a couple of minutes, and the page checks for it automatically. If it offers a retry after a couple of minutes, retry; if the result then says it is under review, a person is looking at it, and the status will update when they finish.

Secondary ID name mismatch. The name on a secondary ID has to match the primary ID; re-upload with a document that matches.

Something is missing from my records#

The cross-reference index looks incomplete. The index is built from what you logged, so a missing performer or scene usually traces to content that never became a depiction entry. Log it and regenerate. See what we store.

A content log entry is not appearing. Deleted entries leave your lists but are retained; they do not come back into view. Anything else missing from where you left it is worth reporting.

A page will not load#

Refresh once, and confirm you are still signed in. If it persists, contact support with the page address, what you clicked, and roughly when it happened; that is enough to find it in the logs and answer in one exchange.

Still stuck#

Contact support and pick the closest subject. Say what you were doing, what you expected, and what happened instead; the gap between the last two is usually the whole diagnosis.