Troubleshooting
Checks to run when sign-in, a reply, credits, a result, a file, sharing or an API call doesn't work, and how to contact support.
Updated
Most problems in Wavemaker can be checked from the page you are on. Work runs on Wavemaker's servers, so your conversation, its files and anything already made are kept while you check. If the steps below don't help, contact support.
Sign-in and access
- Sign in with the email or username on your account. If you forgot the password, select Forgot your password? on the sign-in page; the link in the email works once, within 30 minutes.
- To use a code instead, select Email me a sign-in code. The six-digit code goes only to a verified email address, expires in 10 minutes and works once.
- If the code or link doesn't arrive, check your spam folder. Wavemaker sends at most one sign-in code a minute; a new code replaces the previous one, so use the newest.
- If a workspace or its files are missing, check which workspace you are in: the chip at the top of Settings shows it and your role. Each workspace has its own work, Library and credits.
- After an owner or admin changes your role or access, sign in again to use it.
| What you see | What to check |
|---|---|
| "Email or password is incorrect" | Check the email or username and the password, or use Forgot your password? or an email code. |
| "Too many sign-in attempts; try again later" | Password sign-in allows 20 attempts from one network in 15 minutes. Wait up to 15 minutes, then try once. |
| "Too many attempts; try again later" | Code, reset, sign-up and verification requests are limited per email address and per network. Wait up to 15 minutes. |
| "This code has expired or was already used. Request a new code or sign in" | Request a new code and use it within 10 minutes. |
| You were signed out. | A browser session lasts 12 hours after you last used it and at most 7 days after you signed in. Sign in again; you return to the page you were on. |
| Could not confirm your sign-in | Select Try again. If Wavemaker is updating, the page says Wavemaker is updating instead and opens by itself when Wavemaker answers. |
| "You can view and chat in this workspace, but your role can't create media." | You are a Viewer. Ask an owner or admin to make you a Member. |
| You can't open the workspace's existing projects or files | Your membership has no resource access. Ask an admin to grant Grant access to all workspace resources, then sign in again. |
| An invitation isn't there | The person invited you by exact account username. Look under Invitations to you; an expired invitation has to be renewed by an admin. |
| Apps and developer credentials stopped working | Changing your password, or signing out everywhere, revokes every developer credential and app grant. Reconnect the apps and create new credentials. |
Multi-factor sign-in and passkeys are not available yet. If you think someone else used your account, follow If something looks wrong. See Sign in and keep your account secure and Manage your account, workspaces and team.
A reply is stuck, failed or stopped
- Open the conversation from the sidebar or Conversations. Closing the tab doesn't stop a reply that has started.
- Read the progress line at the top of the reply and the notice under it. They say what happened and which buttons apply.
- Open Steps in the progress card to see each step and whether it finished.
- Check My library and your Inbox for files that finished after the reply ended.
- Check Service status for Starting jobs and Making media. Unknown means not observed, not down.
| What you see | What to check |
|---|---|
| Request saved · preparing… You can leave this page. | Wavemaker has your message and is starting it. Select Check message status to confirm; checking never sends it again. |
| Checking whether your message arrived | The browser lost the answer while sending. Select Check message status before anything else. |
| Not sent · draft saved | The message was refused before it started, and nothing was charged. Fix the reason shown, select Edit saved draft, then send. |
| Waiting for you or Needs you | The agent asked a question or a choice of takes. Answer in the card, or reply in your own words. |
| Needs you after you turned on Step by step | The web app can't show or answer these step approvals yet. Each one waits 15 minutes and is then treated as declined. Turn Step by step off and ask for a plan in your brief instead. See Plan in stages. |
| This stopped before I finished replying | The reply failed, and your conversation and files are saved. Select Continue from saved work, or Retry when it is offered. |
| Stopped. Your work is saved. | You stopped the reply. Select Continue from the stage it names, or leave it stopped. |
| Shot N didn't render | Finished shots are saved. Choose Try shot N again, Use another video model or Skip it and finish. |
| Lost track | Wavemaker couldn't confirm how the request ended. Open the conversation and select Check again; checking is free and doesn't start the work again. |
| Wavemaker is updating. Reconnecting… | Your work keeps running. Wait, or select Retry now. |
| Wavemaker was updated. Reload to continue; your draft is saved. | Select Reload. |
| You’re offline. Your draft is saved in this browser. | Reconnect your device. The message box shows Sends when you’re back. |
Continue from saved work picks up from the files and plan already saved instead of starting over. It is a new request and is charged only for what it runs. Retry and Remake start the work again from the beginning. A workspace runs up to 24 replies at once; a message past that is refused for now, so select Try again after a short wait.
See Recover interrupted or uncertain work.
Credits and charges
- Open Usage and credits and check you are in the workspace that did the work. Balance is what you can spend now; Currently reserved is held by work still running.
- Open Credit history and funding, find the record and open its receipt. Open conversation shows what ran.
- Select Show reservation steps to see each hold and return. A reservation is not a charge.
- If a record says Confirming usage, wait. Nothing new has started.
- After a purchase, credits arrive when Stripe confirms the payment, not when the checkout page closes. Refresh Usage and credits before you pay again.
| What you see | What to check |
|---|---|
| Running low | The notice says "Work in progress always finishes." A step that already holds its reservation finishes, but a longer reply can still stop when its next step can't reserve credits. Add credits before you start more. |
| Out of credits | Your plan and drafts are saved; nothing new starts until you add credits. |
| Waiting for credits | The message sends automatically when your balance covers it. Select Add credits, or Cancel. |
| Add credits to continue | Your draft is saved. Select Add credits, or Change model to use a model on your own provider key. |
| Needs you with a Stopped: line | A spending limit was reached or available credits ran out. Raise the limit or add credits, then select Continue, or select Stop here. |
| Work stops for one person only | They may have reached their monthly cap. An owner or admin can change it under Monthly caps per person. |
| Credits paused for a payment review | A card payment was refunded or disputed. The matching credits stay paused until the case is resolved. |
| "This workspace already has a plan; change its size in the billing portal" | An owner or admin changes the plan with Manage billing under Workspace billing on Usage and credits. |
| Add credits is missing | Ask your workspace administrator, or contact support. |
Credit purchases and plan fees are non-refundable except where the law requires; email [email protected] about a payment error. See Credits and Plans and pricing.
Results look wrong
- Open the result at full size with Open original and play video and audio through with sound. A preview in the conversation can be smaller than the original.
- Read the check chips under a delivered result. Not checked by ear. means nothing listened to that part, so listen yourself.
- Name exactly what is wrong and what to keep, then select Refine on that result and send.
- Check the model chips above your brief, and Show model choices in the quality menu, to see which models your next message uses.
| What you see | What to check |
|---|---|
| A face, product or label changed between shots | Attach a clear reference, give it a purpose such as product, and say which features must not change. Ask for that still again. See Use references, characters and styles. |
| The frame or length isn't what you chose | The format is a request to the agent, not a check. State the frame and length in your brief and review the result. See Choose a format. |
| Spoken words differ from the script under Needs a look | Give the exact script and spell names the way they should sound, then ask for that line again. |
| A Wavemaker icon and "created with wavemaker.io" in a corner | The free-plan badge on videos made before the workspace's first payment. See The free-plan badge. |
| Your logo appears on videos | Watermark new finished videos automatically is on under Settings › Brand and watermark. For messages you send in the web app, the agent is then asked to deliver each finished video as its clean original and as a copy with your logo. |
| A partner video model ran | Unless you pick a video model, the agent can move a shot that failed on H3 to a partner model and tells you which shots moved. Pick a model under Show model choices to fix it. |
| Something in the result is refused | Sexual or nude depictions of a real person or a minor are refused, and adult (18+) work can't use or depict a real person. See Adult (18+) images. |
See Choose, compare and revise a result and Video, speech, music and finishing.
Uploads, downloads and links
- Check the file against the limits: 8 files, 64 MB each and 128 MB in total per message, and 40 files per message counting Library items.
- For a download, check you are signed in to the workspace that owns the file.
- If a file won't load, select Refresh media in the result's More options, or reload the conversation.
| What you see | What to check |
|---|---|
| "… is larger than 64 MB. Choose a smaller file." | Each file you attach to a message can be up to 64 MB. Compress or trim it. |
| "Choose up to eight files per draft." | Send the rest in another message, or add them from your Library. |
| "Files in one message must total 128 MB or less." | Remove a file or send across two messages. |
| "A message carries at most 40 files; choose fewer Library items" | Remove references. |
| "Files must be 2 GB or smaller." | The Library upload limit for one file. Use a smaller file. |
| "The Library item chosen for … is unavailable" | The item was trashed, removed or is hidden by your content settings. Remove it from the draft or pick another version. Nothing was charged. |
| Sign in again, then retry this private download. | Your sign-in expired. Sign in and download again. |
| Return to the workspace that owns this file. | Switch back to the workspace that made it. |
| This file belongs to another workspace | Choose Open your workspaces and switch, or sign in with another account. |
| This original is unavailable or access changed. | Select Refresh media, or reload the conversation, then try again. |
| "This share is unavailable" | The link expired, was revoked or no longer includes you. Ask the owner for a new link. |
| "This browser does not retain the link key. Create an independent replacement link if needed." | Only the browser that created an anyone-with-the-link share keeps its key. Create a new link and copy it when you create it. |
See Download results and recover an unavailable file and Share your work.
Sharing, Discover and publishing
- Check your role. Sharing and publishing need publish permission, which members, admins and owners have.
- For publishing, acquiring or sharing outside the workspace, check that you accepted the matching agreement at Policy agreements, signed in with your personal account.
- Paid listings and paid acquisitions aren't available yet. Set any listing price to
0.00.
| What you see | What to check |
|---|---|
| "Sharing requires publish permission." | You are a Viewer, which is read-only. Ask an owner or admin to make you a Member. |
| "Select an independently owned item to distribute." | You can share only items your workspace owns, not items you acquired. |
| "Too many passcode attempts; wait a few minutes and try again" | Wait, then enter the passcode the owner gave you. |
| "Review the current policies at /policies/agreements before this action" | Accept the agreement for that action, then try again. |
| "Sign in personally and review /policies/agreements before this action" | Sign in with your own personal account, not a shared or developer credential. |
| "Complete Stripe onboarding and set a price of at least $0.50" | Paid listings aren't available yet. Set the price to 0.00 and publish again. |
| "Enable 18+ material in your personal settings first" | Turn on Show 18+ material, or rate the listing General if that is accurate. |
| "Show 18+ material stays off until you have a paid Wavemaker plan." | The switch needs an active paid plan on the workspace you are signed in to. |
| Paid acquisition unavailable | Only free items can be added to a Library today. |
| Content unavailable | The item may be private, withdrawn or restricted by your content settings. Sign in and check Content settings, or browse Discover. |
See Publish your work and manage listings, Discover, acquire and reuse and Profiles, follows, comments and reports.
API, MCP and CLI errors
- Call
GET https://api.wavemaker.io/v1/identitywith the credential. It returns the workspace, scopes and expiry the credential carries. - Read
error.codeanderror.retryablein the reply. Don't branch onerror.message. - When you retry, send the identical request with the same
request_id. A newrequest_idis new work. - After a network error or your own timeout, read the original request before sending anything new. A timeout on your side doesn't cancel the work.
| Response or symptom | Next step |
|---|---|
401 unauthenticated | The credential is missing, expired or revoked. Create a new one under Connections › Developer setup, or reconnect your MCP host. |
403 scope_denied | The credential lacks the scope. Create one with Run work or Create and edit source as needed. |
402 insufficient_credits | The balance can't cover the hold. With details.reason starter_credits_need_payment, starter credits can't be spent through an API key or an app you connected until the workspace has paid for credits or a plan. Top up, then send with a new request_id. |
402 cap_exceeded | A cap you or your workspace set would be passed. Raise it or send smaller work. |
409 request_id_mismatch or 409 request_conflict | A request_id was reused for different work. Nothing ran. Use a new request_id. |
422 invalid_request | details.path names the field to fix. |
429 rate_limited | Wait retry_after_s, then retry with the same request_id. |
503 busy | The work queue or the service is busy. Wait retry_after_s, then retry with the same request_id. |
| Your MCP host can't connect | Use https://api.wavemaker.io/mcp, leave client ID and secret blank, and approve the sign-in. Check the grant under Connections › App grants. |
| The CLI or an SDK isn't available | The CLI has no public release yet, and SDKs says whether each SDK package is published. Until then, use the HTTP API or MCP. |
See Errors, limits and safe retries for every code, and Client credentials and provider keys. Keep credentials out of browser code, prompts and support messages.
Contact support
Support cases are private between you and Wavemaker support. You need to be signed in with your personal account.
- Start where the problem is: choose Contact support from the conversation menu, so the case carries the conversation. You can also use Contact support on any Help page or under Settings › Support.
- Under Your message, say what you were making, what you expected and what happened, in 3 to 2,000 characters.
- Tick the diagnostics that apply, such as Job state or Public job error code.
- Choose Preview case, check exactly what will be shared, then choose Submit support case.
Include:
- The conversation, or the Library item, where the problem happened.
- The approximate time and any error text or code you saw.
- For a charge, the receipt ID from Credit history and funding.
- For an API call, the
request_idand the error code.
Don't include passwords, API keys, sign-in codes, signed download links or private file paths. A case that contains a secret key starting with sk-, a GitHub token, a signed link or a private file path is refused with "Remove credentials and private source paths before submitting". The check can't catch everything, so remove passwords yourself.
Replies appear on the case under Settings › Support and as a notice in your Inbox. For security concerns email [email protected], for privacy requests [email protected], and for payment questions [email protected]. See Support cases and notifications.