Videos & troubleshooting
Generation failed or still processing?
Check the job status and distinguish a failed render from a completed result.
Check the status first
Open My videos in the account that started the job. Queued and processing jobs are still running. Rendering time depends on demand and the template; refreshing the page does not require starting a new generation.
If the job failed
Failed generations return their credits automatically. Check the job status and your balance before retrying, and follow any photo or safety guidance shown with the error. If the job or balance looks wrong, send support the video reference and account email.
If the video completed
A completed video consumes credits. Photo quality and scene motion can affect the result. If you see a serious technical problem, contact support with the video reference and a description. Automatic failed-job credit returns are separate from card refunds; consult the Refund Policy for billing questions.