Open the same task before trying again
Sign in with the Google account you used to create the video, then open My videos. The homepage also shows recent tasks while you are signed in. Each task has its own page with the portrait preview, creation time, status and, when ready, the output. Leave that page open or return later: closing the browser does not itself submit a second task or cancel the one already running.
Do not press Create video again just because the page has not changed for a few minutes. A second confirmation may start another video and use another credit. If your task ID is visible, keep it for support.
Photo will not upload or the button will not continue
Check the visible message beside the upload first. The studio accepts JPG, PNG and WebP images up to 10 MB. A HEIC file from an iPhone needs to be exported as JPG or PNG. Use a sharp photo of one consenting adult, then confirm the permission checkbox. If you selected the wrong person, replace the photo before confirming creation.
If the upload still fails, try a smaller copy of the same photo and reload the page once. Do not repeatedly submit the form while a task already appears in My videos. The portrait guide explains framing and file preparation in more detail.
Queued, generating or saving
| Status | What to do |
|---|---|
| In the queue | The request is waiting for the provider. Keep checking the same task. |
| Generating video | The model is creating new frames. No new submission is needed. |
| Saving video | Generation finished and the result is being prepared for your account. |
| Ready to download | Open the task to preview or save the MP4. |
| Generation failed | The used credit should return automatically after confirmed failure. |
| Submission under review | The submission outcome is uncertain. Contact support before trying again. |
Queues and media processing can take longer than expected, so we do not promise a fixed completion time. The task page checks for updates automatically. If a task stays in the same state for an unusually long time, email support with its ID and the approximate creation time; we can inspect that task rather than guessing from a screenshot.
Completed video is black, silent or cannot be downloaded
First check whether the task says Ready to download. If it still says Saving video, the file may not be available yet. For a ready task, try the download control and let the MP4 finish saving. Open the downloaded file in a local video player. If the local file plays, the problem may be browser playback or the network; try reloading the task page or using another browser.
If the downloaded file itself does not play, is unexpectedly silent or is missing, send the task ID and a short description to [email protected]. Do not send your Google password or payment card number. The video is generated without model audio and the licensed soundtrack is attached during the saving step, so an audio issue may need task-specific inspection.
Credits or checkout look wrong
Buying a credit pack and generating a video are separate actions. Returning from Stripe does not by itself prove that a payment was confirmed; check your account balance and purchase history. If you believe you were charged twice, contact support before buying another pack. A confirmed failed generation returns its video credit; this is separate from a cash refund. The pricing and credits guide explains the distinction, and the refund policy covers payment issues.
If you contact support, include your account email, the task ID or purchase date, what the page currently says, and whether the MP4 plays after download. These details are more useful than starting a second generation to test the first one.
Open My videos to see the current state and the portrait attached to your task.
View my videos