# Support **URL:** https://protoface.discourse.group/c/support/7.md [Latest](https://protoface.discourse.group/latest.md) · [Categories](https://protoface.discourse.group/categories.md) --- ## [Category purpose and posting rules: Support](https://protoface.discourse.group/t/category-purpose-and-posting-rules-support/24)
**Author:** [@alpha](https://protoface.discourse.group/u/alpha)\ **Replies:** 0\ **Last updated:** [June 24, 2026, 12:42am UTC](https://protoface.discourse.group/t/category-purpose-and-posting-rules-support/24 "2026-06-24T00:42:57Z")
This category provides assistance for Protoface implementation, general troubleshooting, bug reports, and account or billing inquiries. Use Support if you encounter technical failures, require setup guidance, or need he… --- ## [API runs go one at a time on the $100+ tier (10 workers)](https://protoface.discourse.group/t/api-runs-go-one-at-a-time-on-the-100-tier-10-workers/86)
**Author:** [@Hamo](https://protoface.discourse.group/u/Hamo)\ **Replies:** 1\ **Last updated:** [October 6, 2026, 7:54pm UTC](https://protoface.discourse.group/t/api-runs-go-one-at-a-time-on-the-100-tier-10-workers/86 "2026-10-06T19:54:13Z")
Hi! We’re on the $100+ tier (10 workers), but our MiniMax H3 API runs execute one at a time. Today at 09:13 UTC we sent 7 runs at once. One ran, the rest sat in Queued, and they finished one by one, about a minute apart… --- ## [Protoface and Eleven Labs agents Integeration](https://protoface.discourse.group/t/protoface-and-eleven-labs-agents-integeration/78)
**Author:** [@Conversim](https://protoface.discourse.group/u/Conversim)\ **Replies:** 3\ **Last updated:** [September 25, 2026, 8:43pm UTC](https://protoface.discourse.group/t/protoface-and-eleven-labs-agents-integeration/78 "2026-09-25T20:43:30Z")
I’m integrating Protoface with ElevenLabs Agents, but the Protoface avatar is not showing any facial expressions during the conversation. --- ## [Studio Unlimited Pro charges credits for MiniMax H3 768p despite unlimited entitlement](https://protoface.discourse.group/t/studio-unlimited-pro-charges-credits-for-minimax-h3-768p-despite-unlimited-entitlement/74)
**Author:** [@AstraRea](https://protoface.discourse.group/u/AstraRea)\ **Replies:** 1\ **Last updated:** [September 10, 2026, 11:46pm UTC](https://protoface.discourse.group/t/studio-unlimited-pro-charges-credits-for-minimax-h3-768p-despite-unlimited-entitlement/74 "2026-09-10T23:46:59Z")
I subscribed to Studio Unlimited Pro, and my Studio Settings state: “Qualifying MiniMax H3 and LTX 2.5 generations run at no credit cost, one at a time.” The Studio Unlimited Pro entitlement specifically lists: “MiniM… --- ## [(Urgent) Two open sessions stuck without ending, Unable to test and build product at all due to this blocker](https://protoface.discourse.group/t/urgent-two-open-sessions-stuck-without-ending-unable-to-test-and-build-product-at-all-due-to-this-blocker/69)
**Author:** [@Nethmin\_Seneviratne](https://protoface.discourse.group/u/Nethmin_Seneviratne)\ **Replies:** 2\ **Last updated:** [August 9, 2026, 2:49am UTC](https://protoface.discourse.group/t/urgent-two-open-sessions-stuck-without-ending-unable-to-test-and-build-product-at-all-due-to-this-blocker/69 "2026-08-09T02:49:40Z")
Two sessions stuck in ending for 21+ hours, holding all plan concurrency ▎ ▎ Plan: Starter (2 concurrent). Both slots are occupied by sessions that will not finish ending, so no new session can start. ▎ ▎ - sess\_01KZ… --- ## [How do I request higher concurrency, longer sessions, or production support?](https://protoface.discourse.group/t/how-do-i-request-higher-concurrency-longer-sessions-or-production-support/35)
**Author:** [@proton](https://protoface.discourse.group/u/proton)\ **Replies:** 0\ **Last updated:** [July 6, 2026, 5:13pm UTC](https://protoface.discourse.group/t/how-do-i-request-higher-concurrency-longer-sessions-or-production-support/35 "2026-07-06T17:13:32Z")
For higher concurrency, longer sessions, or production support, contact the team through protoface.com/enterprise. Include your expected concurrent sessions, monthly minutes, daily active users, launch timeline, geograp… --- ## [My API key is missing, revoked, or returns 401 authentication. What should I do?](https://protoface.discourse.group/t/my-api-key-is-missing-revoked-or-returns-401-authentication-what-should-i-do/34)
**Author:** [@proton](https://protoface.discourse.group/u/proton)\ **Replies:** 0\ **Last updated:** [July 6, 2026, 5:11pm UTC](https://protoface.discourse.group/t/my-api-key-is-missing-revoked-or-returns-401-authentication-what-should-i-do/34 "2026-07-06T17:11:09Z")
A 401 authentication error usually means the key is missing, malformed, revoked, or used with the wrong environment. Check Authorization: Bearer ..., remove extra whitespace, and confirm the base URL matches the key. If… --- ## [Why am I getting 402 insufficient\_credit\_balance when I thought I had credits?](https://protoface.discourse.group/t/why-am-i-getting-402-insufficient-credit-balance-when-i-thought-i-had-credits/32)
**Author:** [@proton](https://protoface.discourse.group/u/proton)\ **Replies:** 0\ **Last updated:** [July 6, 2026, 5:09pm UTC](https://protoface.discourse.group/t/why-am-i-getting-402-insufficient-credit-balance-when-i-thought-i-had-credits/32 "2026-07-06T17:09:28Z")
402 insufficient\_credit\_balance means there are not enough usable credits for that action. Historical usage is not the same thing as remaining usable credits. Check your billing state, free monthly credits, purchased cr… --- ## [Why did a short test session consume a full minute of usage?](https://protoface.discourse.group/t/why-did-a-short-test-session-consume-a-full-minute-of-usage/31)
**Author:** [@proton](https://protoface.discourse.group/u/proton)\ **Replies:** 0\ **Last updated:** [July 6, 2026, 5:08pm UTC](https://protoface.discourse.group/t/why-did-a-short-test-session-consume-a-full-minute-of-usage/31 "2026-07-06T17:08:15Z")
Short sessions are rounded up to the nearest full minute, so even a few seconds can count as a full usage minute. One credit equals one rounded-up session minute. Usage may draw from free monthly credits or purchased cr… --- ## [What logs are safe to share publicly?](https://protoface.discourse.group/t/what-logs-are-safe-to-share-publicly/30)
**Author:** [@proton](https://protoface.discourse.group/u/proton)\ **Replies:** 0\ **Last updated:** [July 6, 2026, 4:52pm UTC](https://protoface.discourse.group/t/what-logs-are-safe-to-share-publicly/30 "2026-07-06T16:52:21Z")
Safe to share: request IDs, session IDs, error types or codes, timestamps, package versions, and session statuses. Please redact API keys, LiveKit secrets, JWTs, LiveKit room tokens, worker tokens, customer PII, private… --- ## [A Protoface session failed. What should I include in my forum post?](https://protoface.discourse.group/t/a-protoface-session-failed-what-should-i-include-in-my-forum-post/29)
**Author:** [@proton](https://protoface.discourse.group/u/proton)\ **Replies:** 0\ **Last updated:** [July 6, 2026, 4:51pm UTC](https://protoface.discourse.group/t/a-protoface-session-failed-what-should-i-include-in-my-forum-post/29 "2026-07-06T16:51:43Z")
Please include the endpoint or plugin path you used, session\_id, request\_id, full error envelope, including error.code and error.request\_id, timestamp with timezone, avatar ID, SDK/plugin version, and sanitized logs. Al… --- ## [My session is stuck in queued or starting. What should I check?](https://protoface.discourse.group/t/my-session-is-stuck-in-queued-or-starting-what-should-i-check/28)
**Author:** [@proton](https://protoface.discourse.group/u/proton)\ **Replies:** 0\ **Last updated:** [July 6, 2026, 4:50pm UTC](https://protoface.discourse.group/t/my-session-is-stuck-in-queued-or-starting-what-should-i-check/28 "2026-07-06T16:50:51Z")
queued means the session is waiting for a worker. starting means a worker has picked it up and is preparing the avatar, joining LiveKit, or loading assets. Check GET /v1/sessions/{id} for created\_at, started\_at, first\_f… --- ## [How do I isolate whether a problem is in my app, LiveKit, my avatar, or Protoface?](https://protoface.discourse.group/t/how-do-i-isolate-whether-a-problem-is-in-my-app-livekit-my-avatar-or-protoface/27)
**Author:** [@proton](https://protoface.discourse.group/u/proton)\ **Replies:** 0\ **Last updated:** [July 6, 2026, 4:48pm UTC](https://protoface.discourse.group/t/how-do-i-isolate-whether-a-problem-is-in-my-app-livekit-my-avatar-or-protoface/27 "2026-07-06T16:48:33Z")
Use a controlled test. First, check status.protoface.com. Then call GET /v1/status, and call GET /v1/avatars with your API key to confirm API access. Next, create a test session with av\_stock\_001. If the stock avatar wo…