When a video doesn't finish
Sometimes a video fails partway — an AI service hiccup, an unusual script, sheer bad luck. Here's everything you need to know.
First: your minutes are safe
A failed video charges zero minutes. The hold is released the moment the failure is recorded, and the progress page confirms it: "Your minutes were restored." You'll also get an email with the reason.
Retrying
Click Retry on the failed video — it relaunches with your exact script and settings, no need to redo the wizard. Most transient failures succeed on retry.
If it fails repeatedly at the same stage
- Script stage — your topic may be tripping safety filters. Rephrase it (gentler wording, no named public figures).
- Visuals stage — usually a temporary image-service issue; wait a few minutes. If persistent, try a different visual style.
- Voiceover stage — extremely long single paragraphs can stall narration. Break the script into shorter paragraphs on Step 4.
Other common issues
- "You're already creating a video" — one video renders at a time. Watch its progress or cancel it from the progress page.
- Stuck on "Waiting to start" — you're in the queue; position and estimate are shown. Paid plans get priority.
- Voice preview not playing — check the tab isn't muted; try once more (first generation of a new combination takes a few seconds).
- Payment declined — update your card in Billing → Manage subscription. Creating is paused while a payment is past due.
Still stuck? Contact support with the video's topic and rough time — we can see exactly what happened.