Common Issues & Solutions

Generation issues

My generated asset looks nothing like the image

Photo quality is rarely the cause: every upload is restaged into a clean studio reference before reconstruction, so backgrounds and lighting are handled for you. The usual culprits are the subject itself: an image with no single clear subject (a landscape or a wide scene), thin repeated parts like tines or spokes that merge in 3D, or a faint pencil drawing the pipeline could not pick up. The What Works Best guide covers each engine's honest limits. At $0.25 for objects and drawings, trying again with the subject more clearly the star of the image is a cheap fix.

Generation is taking too long

Generation typically takes 30 to 60 seconds, and higher character quality tiers can take a few minutes. The job runs on our servers, so leaving the page is safe: the model appears in your project when it finishes. A background check also reviews stuck jobs every 15 minutes and refunds any job that died, so a stalled job never quietly keeps your money.

My generation failed. Was I charged?

No. Failed jobs are refunded to your wallet automatically, usually within a few seconds of the failure. You'll see the refund on the Wallet page. If a model came back but isn't what you wanted, that one is billed (it completed); the What Works Best guide explains which subjects miss and why.

The character's pose is different from what I expected

We preserve the pose from your photo on purpose. A dog photographed lying down comes back lying down, not standing in a neutral stance, because the pose is part of what makes the subject recognisable as itself. If you want a different pose, photograph the subject in that pose and generate again. One trade-off to know: a pose where the subject overlaps itself hides more of the body from the camera, so the unseen side is reconstructed from less information.

Import queue and batches

A row in my import queue is stuck on Detecting

Before generation, each image is checked so we can label and price it. If a check fails, the row falls back to the $0.25 object price and the queue notes that those images will be detected during generation instead. They still submit normally; the server classifies them while it generates. You can also tap the subject badge on any row to set it yourself. If the Start button itself sits on Detecting for more than a minute or two, close the queue and reopen it: unfinished rows are rechecked when it reopens.

It says my wallet balance is below the total for this batch

The Start Generation button stays disabled while the batch total is more than your wallet balance. Two fixes: use the Top up link next to the wallet readout (any amount from $10 to $1,000), or remove rows from the queue until the total fits. Each row shows its price up front, so the total you see is exactly what would be charged.

Export and import issues

Colors or materials are missing from my exported model

Models ship with baked PBR textures (base color, normal, roughness/metallic) inside the GLB, not vertex colors. If your target application shows an untextured mesh, check that it imported the embedded textures. See the import guide for your engine.

The model appears too small or too large

Different applications use different unit scales. Adjust the import scale in your application's import settings, or rescale the object after import.

Can I export FBX or OBJ?

Yes. On an asset card, open Export Other Formats for FBX (cloud-converted) and OBJ, alongside STL. The core free exports on every asset are GLB (Web / Game / Mobile presets), USDZ for iOS AR, STL for 3D printing, and a turntable GIF.

Account and sign-in

I did not receive the confirmation or password reset email

Check your spam or junk folder first. Our emails come from the polymedium.app domain, which is new enough that some providers flag it; marking the message as not spam fixes delivery for future emails too. If nothing arrives after a few minutes, request the email again from the sign-in page.

My password reset link says invalid or expired

Reset links are single-use and expire after a short time, so a link that was already opened, or that sat in your inbox too long, shows the Invalid Reset Link message. Go back to the sign-in page, click Forgot your password?, and request a fresh link. If you requested more than one, only the newest link works.

Signing in with Google created a new empty account

Google sign-in matches accounts by email address. If your Google email differs from the email you originally signed up with, you get a separate account that starts empty. Your assets and wallet are still on the original account: sign out, then sign in the way you originally did, with the original email. Unsure which email you used? Contact support and we can help you find it.

Wallet and billing

My wallet balance is too low

Visit the Wallet page to top up: any whole-dollar amount from $10 to $1,000, with quick $10, $30, and $100 buttons. New users receive a $3.00 starter balance on signup, which is twelve $0.25 models. Objects and drawings are $0.25, or $0.50 for our best engine; characters are $0.50, $1.00 at standard quality (the default), or $3.00 for a hero model. Upgrading a finished model costs the difference between the rungs, so trying the cheap tier first never costs extra overall.

Still having issues? Contact our support team or check the status page for any ongoing issues.