> ## Documentation Index > Fetch the complete documentation index at: https://docs.glif.app/llms.txt > Use this file to discover all available pages before exploring further. # Troubleshooting ## Results are off brand * Check what Glif remembers: ask "What do you remember about our brand?" and fix anything missing. See Agent Memory. * Say "use our brand kit" in your brief, or run your brand Skill. * Apply one Style to the whole campaign. * Keep a campaign in one chat so new assets match approved ones. ## My logo looks wrong AI models can distort logos. Upload your actual logo file (high resolution, transparent background) as a reference rather than describing it, and ask Glif to fix any output where the logo is wrong. ## The product doesn't look right Upload clean product photos on a plain background, from more than one angle if possible, with labels readable. Tell Glif the product must stay exactly as shown. ## Text in the image is wrong or misspelled Put the exact text in quotes and keep it short. If it's still wrong, ask Glif to fix just the text, or try a model known for text, such as GPT Image 2.5. ## The same person looks different across ads Use a Character and keep every asset featuring them in the same chat. ## The image or video is the wrong size State the ratio and placement clearly, for example "9:16 for Reels." To get every placement from one approved ad, use the **Ad Resizer** skill. If sizes keep coming out wrong, email [contact@glif.xyz](mailto:contact@glif.xyz) with your username and a screenshot of the chat. ## The result doesn't match my brief This usually comes from the underlying AI model. Try adding detail, saying what must stay the same, splitting a big brief into steps, or asking for a different model. Results that don't match expectations aren't refunded, since creative output often takes a few rounds. ## Glif isn't responding and there's no error Start a new chat and try again. If that doesn't help, email [contact@glif.xyz](mailto:contact@glif.xyz) with your username and a screenshot. ## I keep getting error messages Email [contact@glif.xyz](mailto:contact@glif.xyz) with your username and a screenshot of the chat. ## A run failed Credits for failed runs are refunded automatically. If you don't see the refund, email [contact@glif.xyz](mailto:contact@glif.xyz). ## Glif did something that cost credits without my approval Email [contact@glif.xyz](mailto:contact@glif.xyz) with your username and a screenshot of the chat to request a refund. To prevent this, set a limit in **Settings → Spending controls**. ## My credit balance looks wrong Check **Settings → Usage** for your history. If it still looks wrong, email [contact@glif.xyz](mailto:contact@glif.xyz) with your username. ## I hit a message limit There's an hourly limit on messages to the agent. Wait a while and try again. ## Glif told me something that doesn't match the docs The agent can make mistakes about itself, including pricing, refunds, support and content rules. When in doubt, trust these docs or ask the team at [contact@glif.xyz](mailto:contact@glif.xyz). ## An asset was blocked or my account was banned Glif follows the [Community Guidelines](https://docs.glif.app/policies/community-guidelines.md). To appeal a ban, email [appeals@glif.xyz](mailto:appeals@glif.xyz) with your username and a short explanation of why your content didn't break the guidelines. ## Contact support * Email: [contact@glif.xyz](mailto:contact@glif.xyz) * Sales and enterprise: [sales@glif.xyz](mailto:sales@glif.xyz) * Discord: the Glif community server Include your username, a screenshot or project link, and what you expected to happen. ## More on [glif.app](http://glif.app) * [Contact](https://glif.app/contact) * [Legal](https://glif.app/legal) * [Security](https://glif.app/security) * [Changelog](https://glif.app/changelog) * [Community Guidelines](https://docs.glif.app/policies/community-guidelines.md) *** ## Agent Reference ### Diagnosis table | Symptom | Likely cause | Action | | :- | :- | :- | | Off-brand colors, fonts or tone | Brand kit missing or not applied | Name the user's brand skill; restate brand rules; check memory | | Logo distorted | Model altered the logo | Pass the logo file in `asset_ids`; ask for a correction in the same project | | Product details wrong | Weak or missing references | Pass clean product photos in `asset_ids` | | Talent inconsistent | No Character or split projects | Use a Character; keep assets in one `project_id` | | Assets don't match earlier set | `project_id` omitted | Resend in the original project or pass approved `asset_ids` | | Wrong aspect ratio | Ratio unstated or ignored | Restate ratio and placement; escalate if persistent | | Output ignores brief details | Model limitation | Refine prompt, split steps or name another model. Confirm with user before rerunning (costs credits). | | `get_job_status` shows no change | Long job (video, large set) | Keep polling with `progress_cursor`; share `projectUrl` | | Job status not found | Record expired (\~30 min after finish) | Use `get_project` | | Error calling `compose_project` | A job is already working in that project | Poll the existing job; don't start another | | `input_required` | Glif needs a decision | Ask the user; don't guess | | HTTP 401 | Missing/invalid token or OAuth session | Re-authenticate or check the `glif_v1_` key | | HTTP 429 | Per-credential rate limit | Back off; reduce batch concurrency; never auto-retry `compose_project` | | Hourly message limit | Too many agent messages | Wait and retry later | | Media links don't render | Host blocks Markdown embeds or the media domain | Share plain links; adjust allowed domains/CSP | | Upload rejected | Size, type or sandbox network limits | See Supported Media and MCP FAQs | ### Support contacts | Topic | Contact | | :- | :- | | General, billing, refunds | [contact@glif.xyz](mailto:contact@glif.xyz) | | Ban appeals | [appeals@glif.xyz](mailto:appeals@glif.xyz) | | Enterprise and teams | [sales@glif.xyz](mailto:sales@glif.xyz) | | API and MCP | Discord `#api-mcp` | When escalating, include: Glif username, project URL, job ID if available, client app name, and the exact error text. 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