When a video fails or you cancel it
Why a video render can fail, how cancelling works, and why held credits come back. You are not charged for failed parts.
#What it is
Sometimes a video does not finish, or you stop it. This page explains what you see, what you are charged, and what to do next.
#Who can use it
Video is part of the Pro plan, and accounts on a trial can make videos like Pro accounts. Free accounts see an upgrade prompt.
#Cost
Uses credits only for what is actually made. You see the exact price before you confirm. A failed video does not charge you for the parts that failed. See "What you are charged" below.
#Where to find it
Open a Studio project in Video mode. The video card on the canvas shows the state. The video panel opens when you click the card.
#Buttons and controls
| # | Name in the app | What it does | Plan |
|---|---|---|---|
| 1 | Close video panel | Closes the panel for the active video. | Pro |
| 2 | Cancel render | In the panel while the video is rendering. Stops the render. It reads Cancelling once pressed. | Pro |
| 3 | Cancel | The same stop button, on the card itself while it renders. | Pro |
| 4 | Get price | Asks for the price. After a price exists it reads New price. | Pro |
| 5 | Approve & render | Starts the render at the price shown. After a finished, failed or cancelled video it reads Approve & render again. | Pro |
| Try again | On a failed card. It opens the panel and asks for a new price. | Pro | |
| Upgrade | Next to the error when the account is not on Pro. Opens Billing. | Free | |
| Add credits | Next to the error when you are out of credits. Opens the credit packs. | Pro |
#How to cancel a render
- Click the video card.
- Choose Cancel render in the panel, or Cancel on the card.
- Wait for the state to change from Cancelling to Cancelled.
#How to try a failed video again
- Click the failed card.
- Choose Try again. This opens the panel and asks for a new price.
- Check the price, then choose Approve & render again.
#What you are charged
Before the render. When you press Approve & render, credits are held, not spent. The hold covers the video model plus a small allowance for voice and checks.
If it finishes. You pay for what was made and used. Any held credits that were not used come back.
If you cancel. You pay only for clips that were already made. If no clip was made, nothing is charged for the video. The rest of the hold is returned.
If it fails. Nothing is charged for the failed work. If a render fails part way, complete sections that were kept for you may be charged at their share of the price. The failed parts and unfinished steps are returned. Voice and check work done for a request that fails is refunded.
If a render is interrupted. It is marked failed or cancelled, and any hold that was left open is settled the same way.
#Options explained
Why a render can fail. A step such as making clips or recording the voice did not complete, the render was interrupted, or the price was no longer valid. The message on the card tells you more when it knows.
Progress steps. While a video renders you see: Waiting to start, Generating shots, Matching your presenter, Recording the voice, Syncing lips, Assembling the video, Upscaling, Finishing. The end states are Ready, Failed and Cancelled.
Price hold. A price holds for 10 minutes. The panel counts down. When it runs out, the panel says the price expired and you choose New price.
Models that were removed. Some older video models are no longer offered. If your request names one, you are asked to choose another model or a local format such as Text motion or Slideshow. Nothing is charged.
One video at a time. While a video in this chat is being created, approved, edited, saved or cancelled, a new change waits. You see "This video is busy with another step. Send your change again in a moment."
#Limits
- A price holds for 10 minutes.
- A change message to a video can be up to 2,000 characters.
- Reference video or audio must be playable and no longer than 180 seconds.
#When something goes wrong
| Message in the app | What it means | What to do |
|---|---|---|
| The render failed. | A render failed without a specific reason. | Choose Try again. Failed parts are not charged. |
| Render cancelled. | You cancelled the render. | Start it again if you still want the video. |
| Price expired. Get a new price. | The price hold ended. | Choose New price. |
| This model has no price yet, so it cannot render. | The chosen model has no price, so it cannot start. | Pick another model. |
| Video is part of the Pro plan. Upgrade to Pro to make videos. | Your account is not on Pro. | Choose Upgrade. |
| This video model is part of the Pro plan. Upgrade to use it. | A Pro only model was picked on a plan that cannot use it. | Upgrade, or pick another model. |
| Out of credits. Add credits in Settings > Credits to make videos. | Your balance cannot cover the hold. | Choose Add credits. |
| Could not create the video. | Creating the video failed. | Try again. |
| Could not get the price. | The price request failed. | Choose Get price again. |
| Could not start the render. | Approve & render failed. | Try again. |
| Could not cancel the render. | The cancel request failed. | Press Cancel render again. |
| This video no longer exists. | You opened a video that was deleted. | Make a new video. |
| The request took too long. Please try again. | The request timed out. | Try again. |
| Something went wrong. Please try again. | An unknown error. | Try again. |
| This video is busy with another step. Send your change again in a moment. | A step is still running on this video. | Wait a moment, then send again. |
| This video is still being planned. Send your change when it is ready, or press x on the Editing chip to start a new video. | You sent a change while planning. | Wait, or press x on the Editing chip to start a new video. |
| No video generation model is available right now, so this prompt cannot be made. Text-motion and slideshow still work: pick one in the format menu. | No generation model is available. | Pick Text motion or Slideshow. |
#Questions
#Am I charged when a video fails?
Not for the parts that failed. Held credits come back. If a render fails part way, complete sections that were kept for you may be charged at their share of the price.
#What happens to my credits if I cancel?
You pay only for clips that were already made. If none were made, nothing is charged for the video. The rest of the hold is returned.
#Why does it say Price expired?
A price holds for 10 minutes. Choose New price, then Approve & render.
#Can I run two videos at the same time in one chat?
Only one video can be made at a time in a chat. A new change waits while the video is busy.
#My video model is gone. What now?
Some older models were removed. Choose another model, or use a local format such as Text motion or Slideshow, which use no video generation.
#Where do I retry?
On the failed card, choose Try again. It asks for a new price, then you choose Approve & render again.
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