Fixes for the issues that come up most often, roughly in order of how common they are.

App won't open / crashes on launch

  • Update Windows to the latest build — Sandbox needs Windows 10 21H2+ or Windows 11.
  • Reinstall: uninstall via Settings → Apps, restart, download the latest installer from pricing.
  • If it still fails, send us the crash log from %APPDATA%/Sandbox/logs via the contact form — this is the fastest way for us to diagnose it.

A model times out or returns an error

This is almost always the upstream provider (OpenAI, Anthropic, Google, etc.) having a temporary outage, not your account. Check status.html — if the provider is flagged, switch to another model in the meantime; your credits aren't charged for failed generations.

Credits look wrong

  • Rollover credits expire after the window described in the Billing & Plans guide — a drop at renewal is often expected rollover expiry, not an error.
  • Image/voice/video jobs cost more than one credit each; a big drop after a generation run is usually correct, not a bug.
  • If a generation failed but credits were still deducted, report it via the contact form with the timestamp — this is always refunded.

Stuck signing in after paying

The free trial itself needs no sign-in — this only applies once you've used the in-app payment link. Usually a corporate or school network blocking outbound HTTPS to our authentication service. Try a personal hotspot to confirm; if that works, ask IT to allowlist *.sandbox-ai.tech.

Windows SmartScreen blocks the installer

Click "More info" → "Run anyway." This appears for new builds until they accumulate enough installs to build reputation with Microsoft — it isn't a sign of a compromised installer when downloaded from the official pricing page.

Still stuck?

Contact support with your account email and what you tried — a real person answers, not a bot.

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