My video failed. Did I lose my credits?

No. When a run fails, every credit it was charged comes back to your balance automatically. You don't need to ask, and it works the same for pictures, clips, tracks, voiceovers, edits and board cards.

You can see it in two places:

• On the run itself. A failed clip in My videos on Video says how many credits were refunded, and so does a failed card on a board.
• On your statement. In Usage, the refund is a line of its own, such as "Refund — failed video", marked Refunded automatically.

Where the credits go back to

If plan credits paid for the run, the refund comes back as credits that never expire, so it stays even if your plan ends. If credits with an end date paid for it, such as starter credits, complimentary credits or credits you bought, they go back to those and keep their end date. If that date has already passed, they come back as credits that never expire.

Trying again

Press Retry on a failed clip, or Try again on a failed board card. A retry is a new run, so it's charged again, at the price shown on the button. We never re-run a failed generation on our own: whether to try again is up to you.

The failed clip or card says why it failed, in the model's words where it gave a reason. If the same prompt fails more than once, change the wording, the settings or the model before you try again.

If several runs fail in a row

If five or more of your runs are refunded within 24 hours, and those refunds add up to more than 30% of the credits you were charged in that time, new runs pause for an hour from the latest refund. The message reads: "Several of your recent runs failed and were refunded. New runs are paused for an hour while we check." If the next run fails too, another hour starts from that refund.

The pause never holds back a refund. Refunds our team makes don't count toward it, and neither do runs the content check refused, which have a pause of their own (see Why was my prompt or result refused?). If you think the pause is a mistake, open a ticket.

A run refused on content grounds

A run that was charged and then refused on content grounds isn't refunded: our content check refused what the model made, or the model itself refused what it was asked for. Its message ends "Runs refused on content grounds aren't refunded.", the clip or card says what it was charged, and your statement shows it as "Not refunded". A prompt our check refuses before the run is never charged at all (see Why was my prompt or result refused?).

If you think a refusal was a mistake, open a ticket: our team can refund it.

Something you made was removed

A result our team removes for breaking our rules shows as Prohibited, with the reason. Its credits aren't refunded, because it was delivered before it was removed.

If something still isn't right

Credits come back automatically only when a run fails for a reason other than its content. If a refund is missing from your statement, or a run finished but its file is broken, use Report a problem on the failed clip or card, which tells us which run it is, or open a ticket.