Troubleshooting and questions
What to do when something goes wrong, and answers to common questions.
A video is stuck in the queue
The progress page says why it’s waiting:
- Waiting for a free server. It starts on its own. At busy times this can take a while.
- Waiting for one of your other videos. Your plan sets how many videos can build at once. It starts when one finishes.
Press Leave queue to take it out. All its credits come back.
A step failed
The progress page says which step. Its credits come back on their own.
- Footage wasn’t found. The voiceover is kept. Press Find footage again, or open the editor and fill the shots yourself.
- The script couldn’t be written. Press Try again, or change the idea to say more about the subject.
- The build failed. Press Try again.
A video needs attention
The video is done, but some scenes have no visual. They’re highlighted on the progress page and in the editor. Fill them with Swap footage.
The script check stopped my script
The tips row under the box says what it found. Fix it and send again, or press Use as is. See The script check.
“A video needs at least 50 credits”
Your balance is too low to start a video. Press Get credits to see the plans.
My audio was rejected
Check that it’s an audio file between 5 seconds and 40:00, under 500 MB. MP3 and WAV are the safest formats.
An export failed
Press Try again. A failed export’s credits come back.
Common questions
Is there a free trial?
No. Plans start from the smallest Starter level. See Plans and billing.
Do unused credits roll over?
Yes, up to one month’s worth of your plan’s credits.
Can I get a refund?
Payments aren’t refunded. Credits for a step that failed or never ran always come back.
Does my own voiceover cost less?
Yes. It skips the voiceover, so it costs 90 credits a minute instead of 100.
Can I make Shorts or vertical videos?
Not yet. Videos are 16:9.
Can I use my own footage?
Yes. Upload it in the editor, under Your uploads, and swap it in.
Does exporting again cost credits?
The first export of each video is free. Each one after that costs 1 credit per finished minute.
Can my team work on the same videos?
Yes. Everyone in the workspace sees the same projects and shares the same credits. See Workspace and members.
Can I suggest a feature?
Yes. Post it in Community, where you can also see what’s planned and what’s shipped.
Still stuck
Open the menu at the bottom of the sidebar and choose Support requests, then Contact support. Pick a topic, describe what happened, and include the video’s name. Replies come back to the same request.