Need Immediate Support?
For operational assistance, balance discrepancies, or model incident reports, contact our technical operations desk:
Email: support@fusionlab.ai
How to Locate Your Job ID & Operation ID
To help our engineers rapidly locate logs and trace backend executions across provider networks, please include your identifiers:
- Open your studio workspace and select the project containing the generation.
- Click on the media card or inspect the generation details drawer.
- Copy the Operation ID (UUID format, e.g.
f81d4fae-7dec-11d0-a765-00a0c91e6bf6) or Job ID. - Paste these values into your support inquiry.
Frequently Asked Questions
Why is my generation taking longer than expected?
Complex models (such as high-definition video engines) can take between 60 to 180 seconds during peak hours. If a job fails to complete within 5 minutes, our stale hold sweeper automatically releases your credits.
Are my credits refunded if generation fails?
Yes. Provider errors, prompt content policy blocks, and upstream timeouts trigger an automated credit rollback within seconds. See our Refund Policy for details.
How do I request a trial account activation?
New accounts require an active subscription or verified trial entitlement. Enterprise teams and beta partners can request trial provisioning directly through our administration desk.