The page will not load
Check your connection, update the browser and try reloading. If possible, compare another browser or device. An error in one browser does not establish whether the whole service is unavailable. Note the time and any error wording so support can check the specific issue.
Chat repeats or loses context
Rephrase the question, add a short reminder of the scene, or change the immediate topic. Use a regenerate control if one is offered. Avoid deleting a conversation just to test a new opening if you want to keep its history.
Media will not play or download
Check whether the character supports the feature and whether your account has access. For audio, inspect volume, mute and microphone permissions. For downloads, check browser file permissions and device storage. Do not repeat a paid generation simply because the browser blocked the download.
Send a useful support request
Email support@candymail.ai with the account email, device, browser version, feature, error wording and approximate time. If it concerns a payment, add a receipt reference. Crop screenshots to the problem and remove private chat or billing details that are not needed. Never send passwords, authentication codes or a full card number.