Applies to every account; the AI tools themselves need Plus or Pro, and company members also need an AI license (seat). This guide explains how to troubleshoot AI jobs in Event Design App when a picture, 3D model or venue won't generate: AI Enhance (make it look real), AI Image to 3D (turn a photo into a model) and Venue Generation. First check access, credits and input, then find the existing job's status, then check your credit history for a Feature Refund. Never click again until you know what happened to the first request.
An AI button won't click, a job has been "working" for a while, or your credits dropped and you have no result. Before you retry anything, find out what happened to the request you already made. A second click is the one thing that can cost you twice.
📺 Use Image-to-3D History and Recover from Job States and Review and Repair AI-Detected Walls — the two lessons on recovering from AI job problems.
AI tools need all three of these. They're separate problems with separate fixes.
Requirement | What it looks like when it's missing | Fix |
|---|---|---|
Access | AI Enhance is available on Plus and Pro. Or a payment message: Resolve the subscription payment to use paid features. | Check your plan and payment status. In a company, check your license (seat) and company settings. See Why a feature is locked. |
Credits | You need N credits to use… | Check your balance and buy a pack. See Buy additional credits. |
Valid input | A disabled button, an upload error, a missing source | Read the exact message. For example Generate 3D Model stays disabled until you add an image. |
An empty draft doesn't prove you're out of credits. Read the specific message.
Each AI tool shows its state in its own words. Find the tool, then the state.
Tool | While it runs | When it's done |
|---|---|---|
AI Enhance | Button reads Enhancing…; AI Renders shows a Generating badge | A new dated thumbnail appears in AI Renders |
AI Image to 3D | History shows Queued, then Processing with Preview Unavailable | Completed with Preview Ready, or Failed |
Venue Generation | A progress screen shows the current stage and a percentage | The venue appears in Load Venue under the name you gave it |
AI Enhance shows one waiting state, not separate queued and processing steps. Image to 3D shows both.
⚠ Slow is not failed. No preview while Image to 3D is processing is normal. A venue can run in the background after you close its window. Check the existing status or history before sending another request.
Credits are charged when a request starts. The amount can change, so use the cost shown for your account rather than a number from an old lesson. Your Subscription balance is not the price of one request.
Outcome | Credits |
|---|---|
Completed | Spent. A finished result you don't like is not a failure and is not refunded. |
Failed | The system issues a refund, recorded as a Feature Refund in credit history. |
Canceled (where a Cancel control exists) | Same: refund recorded on a canceled job. |
Request couldn't start | Refunded automatically for AI Enhance. You'll see Could not start or Enhancement failed to start. |
Venue Generation states its policy on screen: Failed or cancelled generation attempts are refunded automatically. Its progress screen has a Cancel generation · refund credits button.
For AI Enhance and AI Image to 3D, the screens themselves don't state a refund policy, and the Academy lessons ask you not to assume one. After any failure or cancellation:
Check the job's final state and read its message.
Check your balance and credit history for a Feature Refund entry.
If an adjustment is missing or unclear, confirm it with your account administrator. Your account view may not show a refund ledger.
⚠ A missing preview doesn't prove a refund is due. And a delayed refund entry isn't proof there won't be one. Check the final state first.
In a company workspace, Credit history (Company Dashboard → Credits) can be filtered by feature and kind, such as Feature Refund, and exported. See Credits and paid actions.
To retry safely:
Find the existing request: AI Renders for Enhance, History for Image to 3D, Load Venue for venues.
Match it by thumbnail, file name or venue name, and time.
Failed: open it and read the stated reason. Fix an input or access problem first, then retry once.
Canceled: treat it as final. It isn't a completed result.
Seems stuck: reopen the existing entry. Retry only after you know what happened to it.
The AI button is locked or disabled. See Step 1. Read the message for access, credits or input.
Nothing happened when I clicked AI Enhance. It starts immediately with no confirmation window. If your plan, credits or payment status didn't allow it, a message appears instead. You can't run it from a shared view.
AI Enhance says Enhancement failed. Read what follows. Then check AI Renders to confirm nothing was created. Retry once from a clean, well-lit view.
Image to 3D says Generation failed. Try a different image or try again later. Use a smaller, clearer photo: one object, plain background, fills more than half the frame, JPG/PNG/WebP under 10 MB.
Image to 3D has been Processing for a while. That's a running job. Wait for the state to change, and don't resubmit. A green AI Image to 3D ready notice appears when it finishes.
My generated model isn't in the catalog. Generating doesn't add it. You have to Save to Catalog. Then refresh the catalog and check the category filter. See Save generated models to the catalog.
I closed the Venue Generator and it came back empty. The empty form doesn't mean the job failed or was canceled. Don't start another request. Open Load Venue and look for the name you gave it.
Venue Generation says a limit was reached. Only one venue can run at a time per person, with a lower cap per company, and there's a daily beta limit. Wait for the running one to finish.
The AI wall detection result is wrong. That's expected on hand-drawn plans. Review it: delete unwanted segments, drag endpoints onto the drawn boundary, redraw misplaced walls, and keep door openings open. Check Top view, then perspective. Save when it's right.
I still can't resolve it. Contact support with: the feature name, your plan, the time of the failure, and the exact error message. Include the file name or venue name if there is one.
AI tools need three separate things: access on your plan or company license (seat), enough credits, and valid input. The message on screen says which one is missing. For example, Generate 3D Model stays disabled until you add an image, which does not mean you are out of credits.
Not necessarily. Slow is not failed. AI Image to 3D shows Processing with Preview Unavailable while it works, AI Enhance shows Enhancing…, and a venue can keep generating after you close its window. Check the existing status or history before sending another request.
Credits are charged when a request starts. A failed or canceled job is refunded and recorded as a Feature Refund in credit history. A completed result you don't like is not refunded. Check the job's final state and credit history, and confirm any missing adjustment with your administrator.
The request may still be running, may have failed, or may be saved elsewhere. Check AI Renders for AI Enhance, History for AI Image to 3D, and Load Venue for venues. Then check credit history for a Feature Refund. Don't resubmit until you know what happened to the first request.
Yes. A second click can start a second job and a second charge. Find the existing request first, matching it by thumbnail, file name or venue name and time. Retry only after a failed job, once you've fixed any input or access problem.
Send the feature name, your plan, the time of the failure and the exact error message. Add the file name or venue name if there is one. This lets support find the job and check whether your credits were refunded.