Credits and billing
What happens when a video fails
Refusals, timeouts and refunds — and what to do if credits do not come back.
Updated 2026-10-24
Short answer
Why a run can fail
The model provider may refuse a prompt or photo, the job may time out, or a temporary provider error may stop the render. Refusals are usually caused by content rules or by a photo the model cannot work with.
How the refund works
The credit grant is returned to your balance and appears in your credit history. This usually happens the moment the job is marked failed. No support request is needed.
If the refund is missing
Refresh the Credits page once. If the credit still does not appear within an hour, contact support with the job link. Include the time of the run and the template name.
Completed runs
A finished video is not refundable, even if you dislike the result. Download it and try a different template or model — small changes in the photo or the template usually matter more than repeating the same run.
Still stuck?
Message our support team and include the email on your account, plus a link to the video or template if you can.