Look for an incident affecting the service
Consult Soulkyn's status dashboard for incident and maintenance notices. Trouble confined to a browser, account or tool does not by itself establish that the whole service is unavailable.
Record the start time and the feature involved. Being able to browse while a particular generation tool fails is a useful distinction. Compare that symptom with any notice before assuming the notice explains your case.
Test the browser session in a controlled way
- Check connectivity and reload once. Leave an existing generation request alone until its status is clear, rather than sending it repeatedly.
- Try an updated browser or a separate profile. This can help distinguish stored session state or extension behavior from a wider connection problem.
- For sign-in failures, check the provider and required cookies. Confirm that account recovery is possible before removing site data that currently keeps you signed in.
Match the error to the affected activity
A tool restriction can concern identity, entitlement, remaining usage or device permissions. Read the wording actually displayed. A free-quota notice is different from a lost connection, and a pending job is different from a failed one.
| Symptom | First checks |
|---|---|
| Chat cannot send | Account access, free quota and the displayed error |
| A paid tool is locked | Purchase account and plan entitlement |
| A render has not arrived | Existing job status before another submission |
| Voice is silent | Site permissions, output device and playback controls |
Give support enough detail without exposing the account
Describe the feature, approximate time and timezone, browser, device and exact error. Attach a transaction reference for a payment problem, never the full card number. Explain which checks you have already tried so the report is easier to follow.
Crop or redact screenshots to the relevant failure. Keep unrelated conversation text out of the report, and never post passwords, provider recovery codes or device-connection codes in a public support discussion.
Read usage and entitlement restrictions Choose between public discussion and private supportQuestions and answers
How can I check for a Soulkyn outage?
Look at the status dashboard for current incidents or maintenance and compare the notice with your symptom. A problem affecting one account or browser is not enough to conclude that the entire platform is down.
Why might browsing work while chat does not?
Inspect the signed-in account, any free-usage restriction and the send error itself. Browsing successfully does not distinguish a quota or entitlement issue from a connection failure affecting messages.
Will sending another video request speed up a delayed render?
Check the existing job first. Video rendering runs in the background, and submitting again may start another request instead of accelerating the original. Distinguish pending work from a reported failure before retrying.
Related topics
Match your sign-in method to the account holding your conversations and purchases.
Messages and usage limitsDifferent restrictions call for different checks, from message quotas to model context.
Video generationAn existing frame, a clear movement and the rendering options that apply.