Check for a service incident
Open the Soulkyn status dashboard for current incidents and maintenance notices. A problem in one browser or account does not by itself establish a service-wide outage.
Note when the problem began and which feature is affected. If the website opens but one media tool fails, include that distinction when reporting the problem.
Separate browser and network problems
- Reload once and check the connection. Avoid repeatedly submitting the same generation job.
- Try a current browser or a separate browser profile to isolate cached state or an extension conflict.
- If sign-in is involved, check provider access and required cookies. Confirm that you can recover the account before clearing site data.
Read the restriction actually shown
| 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 |
Send a useful support report
Include the feature, approximate time and timezone, browser and device, and the exact error wording. For a payment issue, include a transaction reference, not a full card number.
A redacted screenshot can show a failed request without exposing the rest of a private conversation. Never provide a password, provider recovery code or device-connection code in a public help thread.
Usage limits and account entitlements Private support and public community channelsQuestions and answers
Is Soulkyn down right now?
Check the status dashboard for current incidents and maintenance notices. An individual browser or account problem can occur without a platform-wide outage.
Why can I browse but not send a chat message?
Check the account, any free-usage notice and the exact send error. Browsing access alone does not identify whether the cause is a quota, an entitlement or a connection problem.
Should I submit a video again if it is taking time?
Check the existing job status first. Rendering runs in the background, and another submission may create a separate request rather than speed up the first one.