Fix a failed upload, render, or download
A short checklist for the common failure modes in the hosted Studio: rejected files, stuck tasks, missing results, and browser-only tools.
Updated
Most failures are one of four things: the file is not what the input expects, the prompt asks for too much, the account lacks credits, or the browser blocked the result. Work through them in that order before retrying.
1. Check the input file
Image inputs should be a normal JPG, PNG, or WEBP, not a renamed file or a screenshot of a screenshot. Video and audio references must point to a direct public file URL, not a page that contains the file.
If the file is large or an unusual format, convert or compress it first with the free browser tools. A smaller, correctly encoded file removes an entire class of failures.
2. Check the prompt and the settings
Prompts that ask for readable text, exact logos, several camera moves, or a long story tend to produce unstable results. Reduce the request to one subject, one action, and one camera move.
If the task is rejected by moderation, remove named people, copyrighted characters, or brand marks you do not own. Rewrite the idea instead of resubmitting the same text.
3. Check credits and sign-in
Video generation is paid. The workspace shows the cost before submission, and a task cannot start without enough credits. Confirm the balance and the selected pack before assuming a technical fault.
If you were signed out in another tab, the submit may fail. Reload, sign in again, and retry once. Do not submit repeatedly in several tabs.
4. If the task is queued or stuck
Open the activity page and read the task status. A queued task can wait on a provider. Give it a few minutes before retrying; a duplicate submission spends credits twice.
If the status has not changed for a long time, keep the task ID and contact support. Do not delete the task; it is the evidence needed to investigate or refund.
5. If the result will not download
Try a normal browser window without an aggressive download blocker, and allow the site to open the file. Very large files can also fail on a weak connection.
For a result that already exists, use the browser converter or compressor to produce a smaller copy. Those tools run locally and do not need a new generation.
FAQ
Why was my image or video rejected?
The most common causes are an unsupported container, a renamed file, a URL that points to a page rather than a file, or content that violates the acceptable use policy.
Should I retry a failed task immediately?
Retry once after changing the input or prompt. Repeating the same request usually produces the same failure and spends credits again.
What should I include in a support message?
The task ID, what you expected, what happened, the input type, and the time of the attempt. Do not send passwords or full card numbers.