Keep the work.
Find the next step.
Find the recovery path for a failed generation, upload or account request.
Contact support: email admin@playtrail.ai and include the generation or request reference shown on screen.
Generation stopped or disappeared
Do not immediately pay for or start the same job again. Keep the reference ID, reopen the relevant studio and use its recheck, recovery or history control first. Provider work can continue after you leave a page.
Music recovery
If a track completed but did not reach the library, use “Recover an unfinished track” in Music and enter the provider request ID. An existing candidate should be recovered before creating a replacement.
Account access
Use “Forgot password?” on the sign-in page. If the recovery email does not arrive, check spam, then contact support.
Pricing and payment
Plans and top-ups are purchased through Stripe checkout. Generations use your prepaid Playtrail creation balance at the price shown before you confirm a job. Check Costs & usage for your balance and activity.
What to include in a report
- The studio and action you used.
- The generation or request reference, without API keys or passwords.
- The approximate time and the visible error message.
- Whether the result later appeared in history.