Troubleshooting

Having issues? Here are solutions to the most common problems. For the map, profiles, messages and meetups, see Nearby troubleshooting. If you don’t see your issue listed, report a bug on our feedback board  or email us at support@anuma.ai.

App not loading or blank screen

If the Anuma app shows a blank screen or won’t load:

1. Clear your browser cache and cookies, then reload the page.
2. Try a different browser (Chrome, Safari, Firefox).
3. Disable browser extensions that might interfere (ad blockers, privacy extensions).
4. Check your internet connection.
5. If on mobile, force-close the app and reopen it.

Unable to sign in

If you can’t log in to your account:

1. In-app browser issue: If you’re opening Anuma from a link inside another app (Instagram, TikTok, email), tap “Open in browser” to use your default browser. In-app browsers often block Google and Apple sign-in.
2. Wrong sign-in method: Make sure you’re using the same method you signed up with (Google, Apple, email, phone, or wallet).
3. Verification code not arriving: Check your spam/junk folder. Wait 60 seconds before requesting a new code.
4. If none of this works, try signing in on a different device to rule out a browser-specific issue.

Messages not sending

If your messages aren’t going through:

1. Check your internet connection.
2. Verify you have credits remaining: check your balance under Settings → Credits and usage.
3. Try switching to a different AI model using the model selector.
4. Clear the conversation and start a new chat.

Credits not appearing after purchase

If you purchased credits or upgraded your plan but don’t see the change:

1. Wait a few minutes. Transactions can take up to 5 minutes to process.
2. Refresh the app or log out and back in.
3. Check your email for a purchase confirmation from Stripe.
4. If the charge appeared on your card but credits haven’t updated, email support@anuma.ai with your receipt.

Model unavailable errors

If you see an error saying a model is unavailable:

1. Most premium models unlock with Starter, and a small set of flagship models (currently Claude Fable 5.1) is Pro-only. If a model is unavailable on your plan, upgrading unlocks it. On a Free account, Claude models also need a verified account (Google, Apple or phone linked).
2. Models can occasionally be temporarily unavailable due to a provider outage. Try a different model.
3. With Model privacy set to Open source only, only Private models appear. Switch to All models under Settings → Models if you need GPT, Claude or Gemini.

Image or video generation issues

If images or videos aren’t generating:

1. Check that you have enough credits for the generation.
2. Try simplifying your prompt. Very complex descriptions can sometimes cause timeouts.
3. Switch to a different image/video model using the model selector.
4. If the generation seems stuck, cancel it and try again.

Payment and subscription issues

For billing-related problems:

1. Can’t upgrade: Make sure your payment method is valid. Try a different card.
2. Charged but no upgrade: Wait 5 minutes, then log out and back in. If still not working, email support@anuma.ai with your receipt.
3. Manage payment method: Go to Settings > Subscription > Payment and billing to update your card via the Stripe billing portal.

Have a feature request or feedback? Share it on our feedback board . Vote on existing ideas or submit new ones.

Still need help? Email us at support@anuma.ai with a description of your issue, your device/browser, and any error messages you see. We typically respond same day.