Common Issues
Troubleshooting Guide
FAQ
Q: What does the "NSFW" message mean?
If you see an "NSFW" notice, it means your generated content didn't comply with the model's content or safety guidelines. The model automatically filters or blocks output that violates these policies—this isn't a system error.
This is by design to ensure safe, responsible AI use.
Q: Why do Sora video generations sometimes fail?
Due to occasional OpenAI API instability, Sora model generations may fail from time to time.
Higher failure rates occur with:
- Content involving human faces
- Live-action video content requests
Remember: No credits are deducted for failed generations, so feel free to try again!
Q: Why are some AI models removed from Genspark?
We regularly update our model lineup to offer the most advanced AI technology available. Older models are retired when they can no longer be maintained to our quality standards or when superior alternatives exist. This is standard practice across leading AI platforms and ensures you always have access to the best-performing models.
Q: What does a 401 Error mean?
You're seeing this because your login session has expired or there's an authentication issue. Don't worry—it's just our way of keeping your account secure.
How to fix it:
- Log out and log back in — This usually solves the problem
- Clear your browser cache and cookies for Genspark.ai
- Try an incognito/private browsing window
- Verify your login credentials — Make sure you're using the correct username and password
- Check if your account is active — Ensure it hasn't been suspended
- Disable browser extensions — Some extensions can interfere with authentication
- Reset your password — If you're unsure about your credentials
Still can't get in?
Submit a ticket with your username (never include your password). We'll help you get back in quickly.
Q: What does a 400 Error mean?
This error happens when there's a formatting issue, missing information, or incompatibility between your request and our system. Don't worry—this isn't something you did wrong.
You might see this when:
- Form submissions fail
- You get "Invalid request" messages
- Pages won't load after clicking submit
- File uploads don't go through
- Search functions return errors
How to fix it:
- Refresh the page and try again
- Clear your browser cache and cookies
- Try a different browser
- Sign in with a different account to see if the issue persists
Still stuck? Tell us exactly what you were trying to do, and we'll help you sort it out.
Q: What does a 500 Error mean?
This means we're experiencing a temporary server issue. This is on us, not you—nothing you did caused this.
How to fix it:
- Wait a few minutes and refresh the page
- Clear your browser cache
- Try again later
- Log in with a different account to see if the issue persists
Our technical team gets automatically notified when this happens and is already working on it. Thanks for your patience!
Q: What does a 1015 Error mean?
Our security system detected unusually high activity from your connection and temporarily limited access to protect our servers. This is temporary and will resolve itself.
How to fix it:
- Wait 10-15 minutes — The limit will lift automatically
- Refresh the page after waiting
- Clear your browser cache and cookies
- Restart your internet connection or try a different network
- Disable VPN/proxy if you're using one
Why this happens:
- Too many requests sent in a short time
- Shared network with heavy usage (office, school, coffee shop)
- Browser extensions causing rapid requests
- Network connectivity issues
Still blocked after 30 minutes?
Contact our support team—we can help identify what triggered the protection or whitelist your IP. Include the time this happened and your approximate location.
Your account is safe. This is just our way of keeping the service running smoothly for everyone
Q: How can I help troubleshoot my issue?
When you report an issue, sharing these details helps our engineering team identify and fix problems faster:
Information that helps:
- Webpage link (if on desktop)
- Session link with the issue, screenshot, or screen recording
- Login email (never your password)
- Device & OS version (Windows, Mac, iPhone, iPad, iOS, Android, etc.)
- Browser or app version
- Browser extensions (if applicable) — Screenshot from chrome://extensions/ or edge://extensions/
- Specific feature you were using when the issue occurred
How to share a session link:
- Click the task title
- Click the sharing icon in the upper right corner
- Select "Anyone with the link"
- Copy and share the link with us
Your privacy matters:
We understand your concern about personal data. Only share what you're comfortable with—we just want to help identify and solve the problem.