Creator support
Need Assistance?
We're here to help you get the most out of your creative workstation.
Contact Our Creative Support
Email us at support@pixelforge.academy
A person reads every email and replies.
Helpful Resources
Common Challenges
Connection Issues
Symptoms
- •Cannot connect to your workstation
- •Connection drops frequently
- •Studio or SSH times out
What to try
- ✓Check the machine shows Running in your dashboard
- ✓Reload the Studio tab or reconnect over SSH
- ✓Check your own internet connection
- ✓If your browser warns about the certificate, choose Advanced, then Proceed
Long jobs stop when I disconnect
Symptoms
- •A render stops when the browser tab closes
- •An SSH session ends and the job with it
- •A notebook kernel restarted
What to try
- ✓Start long jobs with nohup or inside tmux
- ✓Write output to files as you go, not only at the end
- ✓Check progress from a new terminal, not the one that started the job
- ✓Contact support if a running machine stops on its own
Workstation Won't Start
Symptoms
- •Workstation stuck in starting state
- •Dashboard shows a failed status
- •Start button is not responding
What to try
- ✓Wait a few minutes for provisioning to complete
- ✓Check your account balance has sufficient credits
- ✓Stop the workstation, then start it again
- ✓Contact support if the issue persists
Billing Questions
Symptoms
- •Unexpected charges on your account
- •Credit balance not updating
- •Need to request a refund
What to try
- ✓Review your usage history in the billing dashboard
- ✓Remember that running time is charged at the tier's hourly rate, for exactly as long as the machine runs
- ✓Stop workstations when not in use to avoid charges
- ✓Contact support for billing disputes or refunds
Get Help Faster
When contacting support, include as much of the following as possible:
- ✓Your Workstation ID (found in the creative studio)
- ✓Screenshots or screen recordings of the issue
- ✓Steps to reproduce the problem
- ✓Your device, browser, and whether you use Studio or SSH