Check Videos in the same account before creating another task. Keep photos and settings unchanged when submission is unconfirmed. Confirmed failed renders return generation credits; completed videos remain charged. For unresolved task or billing issues, gather the identifiers and contact support.
Updated
Match the message to the next action
A connection error does not prove that the server rejected the request. It may occur after credits were reserved or a provider accepted the job. Retry the original confirmation only with the same photos and settings. Do not open several tabs and submit a new version to see whether the first one worked.
| What you see | What it means | What to do |
|---|---|---|
| Submission is being confirmed | Acceptance is not yet known | Check the existing task; preserve the same inputs |
| Generating your video | The task is still active | Follow Videos rather than creating a duplicate |
| Video ready | Generation completed | Play the full result and download it |
| Generation failed. Credits returned. | A failure was confirmed | Check Billing credit activity, then decide on a new attempt |
| Model or quality unavailable | The current setting cannot be submitted | Choose a currently available combination and review its quote |
The render is taking longer or the result is still saving
Open Account, then Videos, while signed in to the account that submitted the request. Progress checks continue for active tasks. You can leave the creator page; queue time and saving time depend on the service and provider. There is no guaranteed render deadline.
If the status cannot be confirmed, keep the task and ask support to investigate. A temporary download or status-query error is not automatically a failed generation. Creating a replacement before the first task is settled can leave you with two charged completed videos.
Know whether the next action creates a new charge
If your library looks empty, check the signed-in email shown in your studio. Using another account can hide the original task and balance from view. Verify the account and the existing order before creating another task or buying another pack.
| Next action | Generation-credit consequence |
|---|---|
| Check Videos, refresh status or download an existing result | Does not request a new video |
| Change an effect or save a draft | Does not submit generation |
| Review the quote | Shows the cost before you confirm generation |
| Submit a new Generate video task | A separate generation uses the quoted credits |
| Confirmed failed render | Reserved generation credits return to the account |
| Completed render with a disliked name, mood or gesture | A creative mismatch does not automatically return credits |
The photo is rejected or a setting is unavailable
- Check JPG, PNG or WebP, at most 10 MB each, with both dimensions from 300 to 6000 pixels and a width-to-height ratio of 0.4 to 2.5.
- Supply two files in Two photos mode or one file with both subjects in One photo mode. A file extension alone does not repair a corrupt or animated image.
- Sign in again if your session expired. Confirm photo permission, and shorten a topic that exceeds 240 characters.
- Standard, Fast and Pro currently offer 720p. Ultra offers 480p and 720p. 1080p is not live; review the new quote after switching settings.
Faces blend, a pet changes or the performance looks wrong
Watch the opening, middle and ending. If only one subject drifts, replace that subject's source with a clearer, evenly lit portrait. Check for background faces, hidden eyes, profile angles and heavy filters. With a joint photo, consider two separate references if one face is small or overlapping.
Before another paid attempt, change one variable and record it. For example, keep the model, duration and topic while replacing the weaker photo. A higher resolution or longer topic is not a guaranteed fix. RapDuo creates original motion and lyrics, so different choreography or audio from the Hotel Lobby recording is expected behavior. A completed video you dislike is not a technical failure.
If the mood is wrong for a birthday or couple, check the selected performance and the personal details. If faces or markings drift, improve the reference photos. An effect choice, a file-quality problem and a playback issue need different fixes; adding technical scene text to the personal-details field is not a general repair.
The player is silent or the MP4 does not download
Press Play, unmute the video, raise device volume and check browser or tab mute settings. Download the completed MP4 and open it in another player. If sound works there, investigate the browser playback settings before generating again. If the saved file is also silent, keep it and report the task.
For a missing download, sign in to the original account and reopen Videos. Check whether the browser blocked the download and whether the device has storage space. Report a broken completed download rather than paying for a new render. The audio guide explains soundtrack differences and editing an existing clip.
Check credits and send a useful support report
Open Billing
Review Orders, Credit activity and Refund history. A generation credit return restores credits; it is different from a cash refund for an eligible purchase. Pending purchase refunds temporarily hold the relevant credits.
Avoid another checkout
If payment is still being confirmed, preserve the receipt and check the same account's order status. Do not purchase again simply because the balance has not updated.
Contact support
Include your account email, video task ID or order identifier, date and timezone, displayed status, selected settings, screenshot and relevant receipt. Describe whether the issue affects the browser player or downloaded file. Never send card numbers, passwords or sign-in codes.
Questions before you create
Does refreshing create another paid video?
Checking an existing task does not request a new generation. A new Generate video submission with a new task is a separate request; avoid duplicates while acceptance is uncertain.
Are technical failures refunded to my card?
Confirmed failed renders return generation credits. Purchase refunds use the separate Refund Policy and return approved amounts to the original payment method.
What if the generated lyric is wrong?
A topic guides original lyrics without guaranteeing exact words. Review the clip before sharing. If you choose another generation, it uses credits again.
When should I stop waiting and report the task?
Report an unresolved status or missing completed download with its identifier whenever you need help. A long wait alone does not prove a failed render or authorize a duplicate charge.