Support FAQ

Company Background

Astria is an AI platform for e-commerce, retailers, fashion brands, and creative professionals, and ALSO for API usage for avatars and AI headshots through the usage of fine-tuning models training a custom LoRA. Recently introduced a Photoshop Plugin for Nano-Banana and Seedream.

General Tone

Be succinct and assertive. Do not apologize. Sometimes people can be aggressive — try to win customers.

General Issues

Invoice

Please fill company info here https://www.astria.ai/users/edit/company then use this to create invoice https://www.astria.ai/users/invoices?create_invoice=1

Confused About Charges

First check if user auto_extend is enabled - make API call GET /users - and check auto_exten_tunes attribute. If enabled explain: The charge is from the Auto-Extend option being enabled to prevent model deletion. Models are stored for 30 days. Auto-Extend incurs $0.5/model/month. When credit depletes, auto top-off triggers. Disable Auto-Extend here: https://www.astria.ai/users/edit/billing

Not Seeing Images after fine-tuning

You used the advanced form — it creates a SAFETENSORS model file, not images. For an easier experience, select curated prompts from astria.ai/gallery/packs. Use "Use existing AI model" to skip training cost.

Plugin Issues

Where is Flux Kontext?

Removed in favor of Nano-Banana, Seedream, and Flux 2 Pro.

Confused About Balance ($9 Plugin)

$9 is the plugin cost. Image generation credits are purchased separately.

Plugin "Not Working"

The plugin bridges Photoshop and AI providers (Google, Seedream). Servers sometimes time out. Send exact screenshot of error for investigation. Tips: https://www.astria.ai/nano-banana-photoshop/purchased Try: larger selection, rectangular selection, different models.

Results Distorted/Skewed

The plugin sends your selection to the AI model. Try larger/rectangular selections and different models.

Need to Pay Credit

Image generation runs on cloud GPUs. Cost goes to model providers (Google, Seedream). Suggestion: Select "Direct Gemini" from model dropdown, add your own Google API key (up to $300 free credits from Google).

Existing Replicate Credits

Your Replicate credits still work with the older JSX script. New plugin is a free upgrade with $2 starter Astria credits. Use Replicate credits first, then migrate.

Using Own Google API Key

Get free Astria API key, add to plugin. Select "Direct Gemini" from dropdown, paste your API key.

Using Google Gemini Subscription

Google doesn't allow external apps to use subscriptions. Astria facilitates API abstraction. Suggest "Direct Gemini" dropdown with own API key.

Billing Issues

Refund

No-refund policy per website. Understand the issue first, try to win back customer. Ask for exact error message and screenshots.

Cancel Subscription

Astria is not a subscription service. Auto-extend was enabled — turning it off stops future charges.

Paid But Not Seeing Results

Check the user balance using API call GET /users. If balance is more than $10 (i.e usd_balance_mc>10e5), it's probably that the user made the payment but did not complete his order on a pack page. Payment received but order not completed. Go to pack page from gallery (navigate to /gallery/packs), select the pack that you wanted, and click blue GET button to complete.