Credits for a failed video
What happens to your credits when a video, an editor change or a song does not finish.
Reviewed
If a new video fails, its credits go back to your balance automatically. You do not need to ask for them.
How your balance changes
- When your video starts, its price leaves your balance at once. The app holds the credits while the video is made.
- If the video finishes, you pay that price. A price marked approx., est. or ~ is an estimate, so the final cost can be different.
- If the video fails, the credits go back to your balance.
Check a failed video
- Open My Videos.
- Find the video. Its card shows Failed and says the credits were refunded.
- Open the video. Its page says This video did not finish and Credits were refunded.
- Check your balance in the sidebar, or on the account page under Credit balance.
To tell the team what went wrong, select Report Issue on the card, describe the problem, and select Send Feedback.
An episode of a planned series
When a series makes your episodes for you and one fails, its credits go back to your balance and the series pauses. You get an email.
- Open the series from Series.
- Under Planned, the failed episode shows Try episode 1 again (with its own number) and Skip it.
- Select Try episode 1 again. The episode starts at once and costs its normal price. It gets the next episode number, and the series goes on after it.
- If your balance is too low, it waits and starts by itself when your credits are back.
- If you paused the series, it stays paused. Select Resume to make the episode.
- Or select Skip it: the series goes on with the next planned episode.
If a video you made with Next episode fails, open the episode before it and select Next episode again. The new video gets the next episode number.
A video that finished
A finished video costs its price, even if you do not like the result. The window that confirms a large video says Credits used for a completed generation are non-refundable. To check the price first, see How many credits a video costs.
In a video made on the old free plan, only the first two shots move and the rest are still images. That is expected for those videos, not a failure. See Why a video has still images.
Changes in the editor
- Animate a card or add a shot: if it does not finish, you are not charged. A card that did not finish shows This card was not generated and The last try did not finish. You were not charged.
- Animate a shot again, or make a new shot image: if it fails, the credits for it go back to your balance.
- Export in 2K or 4K: these Export format options cost extra credits, and they show that the charge is on success. You pay only when the export finishes.
- For other changes, the app shows the cost before you confirm.
Explainer videos
If an explainer video or a Card change does not finish, or you stop it, its credits go back to your balance. See Make an explainer video.
Songs
On the Songs page, a song that fails says Your credits were returned. If it says Contact support about the charge., do that.
When to contact support
Contact support if:
- A video or an editor change failed, and your balance did not go back up.
- A finished video has a clear problem that you cannot fix in the editor.
Send the project link and a short description. See Share a project with support.