When you ask a character for a photo or video, the content is generated by AI in real time. Most requests arrive within seconds, but sometimes generation can fail or take longer than expected.
How delivery works
- Photos usually appear directly in the chat shortly after your request.
- Videos take longer to prepare. The character will let you know it is being recorded — it can take a little while to arrive. Keep the chat open or check back shortly.
If the content never arrives
- Wait a moment and check the chat again — videos in particular can take longer than photos.
- Check your internet connection and refresh the page.
- Try the request again — occasional generation failures happen, and a fresh request usually works.
- Rephrase your request — some requests cannot be fulfilled because of our content policies (see our Blocked Content Policy). If a request is declined repeatedly, try a different wording or scenario.
If you were charged for content you never received
If gems were deducted for a photo or video that never arrived, we want to make it right. Email support@hisugar.ai with:
- Your account email
- The character name
- The approximate date and time of the request
We will review the request and restore gems where appropriate.
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