Help center7 articles
Troubleshooting
Runs that failed, runs that look stuck, prompts or results that were refused, and uploads that will not go through.
- 3 minMy video failed. Did I lose my credits?No. When a run fails, every credit it was charged comes back automatically, and the failed clip or card says how many. The one exception is a run refused on content grounds, which keeps its charge. Retry starts a new run, charged at the price on its button.
- 2 minMy generation is stuckA run that's still working shows the stage it has reached, in words, including when it's waiting in the model's own queue. A run that can't finish is ended and refunded automatically, so a run that never finishes costs you nothing.
- 3 minWhy was my prompt or result refused?Prompts are checked before a run is charged, and results and uploads can be checked too. Swimwear and lingerie on adults are fine; nudity, sexual content with a minor or a real person, gore, hate and deceptive fakes are not. A refused prompt costs nothing; a refused result keeps its charge.
- 4 minAn upload failed or was refusedThe message says why. The file is a type that place doesn't take, it's over the size limit, or it didn't pass our content check. An upload cut off by a weak connection is tried again on its own, and a board card that still fails offers Upload again.
- 2 minThe site will not load, or a page is slowReload the page first; clips and board cards keep being made on our servers while you do. A line above every page in the app says when we're having trouble or doing planned work, and a page that breaks offers Try again and Reload page.
- 2 minA download will not start, or saves the wrong fileDownload saves the file to your device without leaving the page. If it can't be fetched, you're offered Open in a new tab. A page left open for days needs a reload first, because the links to your files last about a week.
- 2 minReport a bug or suggest a featureOpen a new ticket, choose A bug or An idea, and say what happened or what you'd like. The page you were on, your browser and your plan go with it, and a person reads every ticket. On a failed run, Report a problem opens a ticket that already names it.
Still stuck?
A person reads every message.
Usually within 4 hours on a working day.