Loading and repeated refreshes
Confirm the connection, reload once and compare another updated browser. If the problem happens inside an embedded browser, try a normal tab. Check whether an extension or network tool is interfering with the page.
A private browsing window can help isolate saved-session data. Clearing only the site's cookies is a later check and will sign you out. Keep unsaved work and make sure you can access the account email before clearing anything.
A chat stops responding
Give a pending reply time to finish instead of sending repeated messages. Check the selected model's balance requirement and any moderation notice. Compare another character to distinguish a single-profile problem from a broader service issue.
If a character becomes private or unavailable, its chat may stop opening even while other profiles work. A prompt rewrite cannot restore a removed profile or change account access.
A generation fails or a credit is missing
Keep the exact error. A timeout or server error marked Refunded should be followed by a balance check, not an immediate duplicate purchase. For a missing refund, the generation help recommends checking the account again after about 15 minutes and then contacting support.
Include the action time, tool, error wording and the balance you see. A content-policy notice needs a policy review, not repeated attempts to evade the same restriction.
Subscription sync and service announcements
For a completed membership or coin purchase that is not reflected in the profile, try sync beside Active Subscription. Confirm the account and receipt before paying again.
For a suspected outage, consult current service announcements and compare another connection. Use Request Help in your profile or email support@ourdream.ai with your device, browser, time and relevant error. Remove unrelated private chat and payment details from screenshots.