Help and frequently asked questions — NeuralSpace
Bottom Line Up Front (BLUF): NeuralSpace help center: how tokens, payments, generations and refunds work. Below are the answers support gives most often.
What are tokens and how are they charged?
Tokens are the single internal currency of NeuralSpace: they pay for every tool (chat, images, video, music, voice). Tokens are only charged for a successful result. If a generation fails, no tokens are held for it, and if they were already deducted they are refunded automatically. Tokens never expire and stay on your balance.
How is the price of a generation calculated?
The cost depends on the chosen model and its settings: for video — on duration, resolution and quality; for images — on the model and size. That's why the final price can differ from the minimum shown on the card: that's a "from" reference, while the exact amount is calculated for your settings and shown before you start. Prices are tied to the dollar rate and update automatically.
It says "not enough tokens" even though I have a balance — why?
Usually this means the chosen settings need more tokens than the minimum rate (for example, a longer video or maximum quality). Check the final cost before starting and your generation settings. If the amount is clearly below your balance and the error keeps happening, message support and attach a screenshot.
A generation fails and nothing is created. What's wrong?
The most common reason is that the request didn't pass the automatic content check (moderation): the prompt or the source photo contains something the model refuses to process. Try rewording the prompt more gently, removing borderline details, or choosing another model. Tokens aren't charged for a failed generation, and if they were, they're refunded automatically.
Will tokens be refunded if a generation fails?
Yes. If a generation ends with an error, tokens are returned to your balance automatically — you don't need to do anything. While a generation is still "processing", no refund is issued: wait for the result. If it finishes successfully, tokens are charged for the finished work; if it errors, they come back.
How long does a generation take? Why does it "hang"?
Usually from a few seconds to a couple of minutes. Under heavy load the queue for video and heavy models can stretch — sometimes to hours. That's normal: while the task is processing no tokens are held, and if it ends in an error they're refunded. Don't delete the card — wait for it to finish and the result will appear on its own.
What can and can't I generate?
Content that breaks the law or the rules is prohibited: scenes of violence and cruelty, 18+ material — especially involving real or recognizable people and minors — hate speech, and attempts to pass generated content off as real documents. Such requests are blocked automatically at the moderation stage. See the user agreement for details.
What payment methods are available?
You can top up your balance with a bank card, SBP, YooMoney and cryptocurrency. Payment is in rubles, and tokens are credited to your balance right after the payment is confirmed.
Payment is "processing" — what should I do?
The "processing" status means the payment is still being confirmed by the payment system — usually a few seconds to a couple of minutes. Tokens are credited automatically as soon as it's confirmed. If money was charged to your card but tokens didn't arrive within 15–20 minutes, message support with a screenshot of the receipt (amount and time) and we'll check it.
How do top-up bonuses work?
The larger the top-up, the better the rate: a bonus percentage is added on top of the base tokens, credited automatically at the moment of payment. The number of base tokens depends on the current dollar rate, so the same amount may credit a slightly different number of tokens on different days.