1 min read•Updated Oct 4

When a video fails or gets stuck

Troubleshoot stuck or failed video renders, understand automatic credit protection, and contact the engineering team for fast assistance.

Credits are protected when a video fails

Credits are held while a video is being made. If the video cannot be completed, the hold is returned automatically.

Large renders take longer

A 4K 60 FPS video from a very large photo is the slowest case. 1080p finishes faster, and cropping closer helps too.

Steps

  • Check the upload is a valid JPEG, PNG, or WebP file under 50 MB.
  • Try again. A retry uses the same settings with a fresh run.
  • Check your credit balance in the dashboard header. A failed or cancelled job returns its own temporary hold.
  • If a video is still stuck after a few minutes, contact us with the creation open so it is attached to your message.

    • [Get help with a creation](/dashboard/support)