Troubleshooting
Quick fixes for the few things that trip people up — so you're unblocked in under a minute.
Most issues have a 30-second fix. This page covers the common ones. And if you're still stuck, don't sit there guessing — we're a small team and we'd genuinely rather talk it through with you live. Click the chat bubble to start a chat; a real person answers.
Chat beats email. We're small enough that you'll talk to someone who actually builds Adquisition. Live chat gets you unstuck in minutes — use it before you email.
My ad is stuck or didn't come back
First, check you have enough credits in Settings → Usage — the cost shows on the Generate button before you click. Open Usage (opens in a new tab)
After 3 minutes you'll see "Taking longer than expected" with Cancel and Retry buttons. Cancelling gives your credits back. Video takes longer than images — 4-6 minutes is normal.
Still stuck after 10 minutes? Start a live chat — tell us the brand name and ad type and we'll jump on it. Email works too: help@adquisition.ai.
I just made an ad but don't see it
Open Assets, make sure you're on the Generated tab, and refresh. New ads appear there as soon as they finish. Check your filters too — a brand or type filter can hide a fresh ad. Open Assets (opens in a new tab)
The payment form won't load
Your browser is probably blocking it. Turn off ad blockers for this site and reload Settings → Billing. If you see a "Missing Stripe key" message, email us — that one's on our side.
My ad looks off-brand or wrong
- Check the product is up to date in My Brand → Products. Old photos or details lead to off-brand ads.
- Tighten your prompt — see Write a good prompt. Vague prompts are the most common cause of weak results.
- Regenerate or make a variation; each run is a little different.
My credits ran out
Bonus credits and credit packs never expire and stack on your plan. Buy a pack in Settings → Billing, or wait for your monthly credits to reset. See Credits & billing.
Still stuck?
Start a live chat — it's the fastest way to reach a real person. Click the chat bubble and tell us your brand name and what you were doing. We're a small team, so the person who answers can usually fix it on the spot.
Rather email? help@adquisition.ai works too — just expect a slower reply than chat.