Troubleshooting and Getting Help

If something isn't working, start with the three fixes below. Everything after that is organized by feature.

Try these first

Try these in order. Copy any unsaved text before refreshing or switching browsers.

Refresh the page. This can help with an outdated balance or a partly loaded screen.
Try Chrome. It is the recommended browser for Nectar. Brave can show a black screen on mobile.
Check your VPN. VPNs can interfere with login and payments. Temporarily disconnect yours and try again.

If none of those help, see Getting help at the bottom of this page.

Logging in and loading

Problem	What to try
Black screen on mobile	If you are using Brave, try Chrome or Safari.
Login button does nothing	Check that the required fields are complete. Refresh and try again.
Login keeps looping	Try with your VPN off. If you clear cookies for nectar.ai, expect to sign in again.
Everything is slow or will not load	Check your connection and Discord for service updates.
The site switched to another language	Open nectar.ai directly and check whether your browser is translating the page.

Chat and replies

Regenerate requests a different reply. Continue asks your companion to carry on from the current reply.

For longer-term guidance, use Chat Settings → Writing Style → Custom Instructions.

Problem	What to try
You want a different reply	Tap Regenerate.
Replies are too short or too long	Adjust Response Length under Chat Settings → Writing Style.
A reply ended before the scene was finished	Tap Continue. You can use it up to eight times in a row.
You want to adjust the companion’s behavior	Send a brief out-of-character direction, such as “Keep Mika’s tone playful and reserved.”
Your companion narrates your actions	Add a custom instruction: “Leave my actions and dialogue for me to write.”
Your companion repeats a phrase	Try Regenerate once. If it continues, explain the change you want and add it to Custom Instructions.
Your companion echoes your words	Try: “React to my actions in your own words.”
You want the story to move forward	Try: “Introduce one new event that gives me something to respond to.”
Instructions are not shaping the replies as intended	Check for conflicting directions. Then compare another chat model using the same message.
Custom Instructions do not appear to save	Keep a copy, reopen Writing Style, and check the field. Its limit is 1,000 characters.
“Internal Server Error” appears repeatedly	A very long Personality description can cause this. Keep a copy and try a shorter version with the key facts first. Contact support if it continues.
Replies repeat the opening instead of continuing	Check the Personality description. If it is very long, shorten it and remove repeated directions. Then restate the current scene.
Chat does not respond or shows a server error	Pause before retrying. If the same error returns, record it and contact support.
You reached a message limit	Check your account’s displayed allowance or reset information.

Change one thing at a time. If you want to start a fresh conversation, copy any details you want to carry over first.

See Making Your Chat Better and Chat Models for the full procedures.

Memory

Open Chat Settings → Memory to review saved details.

Problem	What to try
Your companion needs an earlier detail	Add it as a Custom Memory. Star it if it is especially important.
A new conversation does not have earlier memories	Add the key facts again. A fresh conversation does not carry memories from the earlier chat.
Memories are missing after a Reset	Reset permanently deletes that conversation’s memories. Use Archive when you want to put a conversation aside and preserve its memories.
You cannot star another memory	You can mark up to 10 important memories. Unstar one before choosing another.
The memory list looks incomplete	Reopen the panel and check again. Report any details that are still missing.
A memory is wrong	Edit or delete that entry in the Memory panel.

See Memory for writing and managing saved details.

Companions

Problem	What to try
Edit Companion is missing	Check that you opened your own companion and review your plan’s editing access.
Changes did not save	Keep a copy of your edits. Use Save, then reopen the editor to check them.
Saved changes are not showing	Refresh the page and reopen the companion.
You cannot find a Bio field	Look for Personality in the companion editor. Review the companion’s visibility before including personal information.
You cannot change hair, eyes, ethnicity, or body type	These choices are fixed after creation. You can still edit age.
The profile picture has not updated	Refresh and check for a submission or review notice. Contact support if it remains unchanged.
You want to refine behavior after editing	Send a message that tests the changed trait. Adjust one instruction at a time.
An appearance detail matters to the story	Include the relevant detail in Personality too.
An archived companion is missing	Go to Profile → Companions → Filters and turn on Archived.
You want a second companion	Free and Premium allow one companion. Pro and higher plans allow more.

See Editing and Managing Companions for the full editing and archive procedures.

Fantasies and group chats

Problem	What to try
You want a different character to reply	Use Choose speaker in the message bar.
Characters sound too similar	Name who you are addressing and make each character’s behavior distinct. Compare another chat model if needed.
The scene is getting hard to follow	Restate who is present and what each person is doing. Focus the next exchange on fewer characters.
You want a one-on-one chat again	Start a new conversation with that companion. Adding a character permanently changes the original conversation to a group chat.
You cannot find group fantasies	Turn on Groups Only in Discover.
Your private companion is missing from the cast picker	Open the companion from your profile and choose Create a Fantasy.

See Fantasies and Group Chats for setup instructions.

Images and video

Problem	What to try
An image is still processing	Check its status and your gallery before submitting the same request again.
A video says “Generating Image”	This label can appear while a video processes. You are charged when the generation finishes.
A generation timed out	Check whether the result appeared in your gallery. If it did not, review the error before retrying. Stop if the same error returns.
“Out of Credits!” or “Message Limit Reached!” appears despite a remaining balance	Refresh and check your account information. If it still appears inconsistent, contact support. You can also try Generate photos from the camera menu after checking its displayed price.
You want a more specific result	Add a clear setting, outfit, and action. You can also use Enhance or customization tiles.
You wanted clothing in the image	Describe the outfit near the start of the prompt. State the coverage you want.
Hair or eye color does not change	For Companion V3, use a companion whose generated appearance matches your goal rather than relying on a prompt to change hair or eye color.
Weights such as `(term:1.4)` have no effect	V3 does not use weights. Write in plain sentences or use the supported weighting instructions for V2.
An earlier outfit keeps appearing	Review the prompt, selected customization tiles, and any reference image shown in your generator. Make sure they match the new outfit.
A prompt or message is blocked	Review the content rules at nectar.ai/faq. Filters consider meaning, not just individual words. If you think the block is a mistake, tap Appeal on the blocked message.

For a repeated failure, include the model, settings, prompt, and approximate time in your support request.

See Image Generation, Video Generation, and Customizations for detailed guidance.

Voice

Problem	What to try
You want more dialogue and less narration	Turn off Enable Narrator in Chat Settings → Speech.
The narrator reads punctuation aloud	Try another narrator voice or turn narration off.
A call will not connect	Check your connection and browser microphone permission.
Your companion cannot hear you	Check that Mute is off and microphone access is allowed.
You want a different companion voice	Try the ready-made options under Companion Voice.
You want to refine a custom voice	Describe its pace and texture, such as “unhurried and slightly raspy.” Compare previews before saving.
Call audio is inconsistent	Check your connection and audio device. Note whether the same issue happens with voice messages.
A voice message has a charge	Check Speech for your plan allowance and the displayed price for additional speech generation.

See Voice Chat and Voice Messages for the full instructions.

Credits and billing

Problem	What to try
Your balance looks wrong after a purchase	Refresh and confirm that you are signed into the account used for the purchase.
You were charged for an action that failed	Contact support with the action, approximate time, exact error, and balance change.
Usage is higher than expected	Review the selected model and any paid Memory, Speech, Enhance, or generation options. Check each displayed price.

For a purchase issue, include the receipt or transaction reference in a support ticket or email.

For a failed action, explain whether you retried it and whether any result appeared later. This helps support identify the request.

Getting help

Discord is the fastest way to get help. Choose the channel that fits your question:

#get-support-now is where you open a support ticket.
#support is for help from other community members.

Email support@nectar.ai if you prefer not to use Discord or need to share billing details. Keep account and payment details out of community discussions.

Content removed or account banned? Email support@nectar.ai or open a Discord ticket. Include your username and details of what happened. Allow three to five business days for a response.

What to include

Include:

Your username and plan.
What you were trying to do.
What happened instead.
The exact error text or a screenshot.
The approximate time and your time zone.
Your device and browser, including whether a VPN was running.
The companion, fantasy, or conversation involved.
For generation issues, the model, settings, and prompt.
What you have already tried.