Get the right result: check these first
Save a person reference. Use photos of the same person for the Character. Saving it creates a reusable reference, not a completed video.
Generate in the next tool. Open the saved Character and choose a supported image or video workflow. Verify that the intended Character is attached in that destination.
Need to replace someone in existing footage. Use Character Replace. Use Moodboards for a visual style or Brand Kits for brand material instead of a person reference.
Still stuck? Contact support with the tool name, project link or visible ID if available, Character name, destination tool, selected model, whether the reference is attached, and the failed step. Keep the project while it is reviewed. How to send useful troubleshooting details.
Create a reusable Character
Characters help you reuse the same person across supported image and video tools. They improve visual consistency, but each result is still generative and may vary.
Sign in and open Characters.
Select Create Character.
Upload clear photos of one person from different angles. The current upload screen recommends 12 photos and shows the active file-size limit.
Finish the creation flow, then return to the Characters library.
Use a saved Character
Open Characters.
Find the saved person and select Use character.
Choose Create Images or Create Videos.
In the destination tool, describe the scene and use only the options currently shown.
Review the displayed credit estimate before generating.
The destination route uses account credits. Character access and saved-character limits depend on the current plan; follow the limit or upgrade message shown in the product.
Improve consistency
Use clear, well-lit reference photos.
Upload the same person in every reference.
Include different useful angles while keeping the face visible.
Describe clothing, setting, and action in the generation prompt instead of changing the person's identity.
If the person changes noticeably, confirm the intended Character is attached, choose an option the tool marks as compatible, and try a simpler scene. Support cannot guarantee an exact match for every result.
When to contact support
Contact support if Characters is missing despite an eligible plan, an upload fails with a supported file, or a saved Character does not open. Include the route, visible error, browser, and a screenshot. Do not send private media unless support requests it through an approved channel.