Troubleshooting and FAQ

Common Issues and Solutions

Video Creation Issues

Video Stuck in Processing

Problem: Video shows "Processing" for more than 10 minutes

Solutions: 1. Refresh the page to check latest status 2. Check progress popup for detailed status 3. Wait up to 15 minutes during high traffic 4. Contact support if stuck longer than 15 minutes 5. Include story ID when contacting support

Prevention: - Ensure stable internet connection - Don't close browser during creation

Video Creation Failed

Problem: Video shows "Error" status

Common Causes: - Invalid prompt or content - Server overload - API service issues - Credit deduction error

Solutions: 1. Check error message in video details 2. Try creating again with modified prompt 3. Verify you have sufficient credits 4. Contact support with error details 5. Credits should automatically refund for failed videos

Poor Video Quality

Problem: Video looks pixelated or low quality

Solutions: 1. Try AI Video Pro for better quality 2. Ensure correct aspect ratio selected 3. Check if prompt is clear and specific 4. Verify internet connection during creation 5. Download video instead of streaming

Audio Out of Sync

Problem: Narration doesn't match video

Solutions: 1. Try different browser 2. Download video and check locally 3. Report issue with video ID 4. Regenerate video if persistent 5. Edit individual scenes if needed

Can't Log In

Problem: Unable to access account

Solutions: 1. Verify email and password are correct 2. Check caps lock is off 3. Try "Forgot Password" to reset 4. Clear browser cache and cookies 5. Try different browser or incognito mode 6. Check if account was deactivated

Forgot Password

Problem: Can't remember password

Solutions: 1. Click "Forgot Password" on login page 2. Enter your email address 3. Check email for reset link (check spam) 4. Click link within 1 hour 5. Set new password 6. Log in with new password

Email Verification Issues

Problem: Didn't receive verification email

Solutions: 1. Check spam/junk folder 2. Wait 5 minutes (emails can be delayed) 3. Request new verification email 4. Verify email address is correct 5. Try different email provider 6. Contact support if still not received

Account Locked

Problem: Account temporarily locked

Causes: - Multiple failed login attempts - Suspicious activity detected - Payment issues

Solutions: 1. Wait 30 minutes and try again 2. Use "Forgot Password" to reset 3. Contact support to unlock immediately 4. Verify identity if requested

Payment and Credit Issues

Payment Failed

Problem: Credit purchase didn't complete

Solutions: 1. Verify card details are correct 2. Check sufficient funds available 3. Contact your bank (may be blocking) 4. Try different payment method 5. Check if international transactions allowed 6. Use different browser

Credits Not Added

Problem: Paid but credits not showing

Solutions: 1. Refresh the page 2. Log out and log back in 3. Wait 5 minutes for processing 4. Check payment confirmation email 5. Verify payment was successful 6. Contact support with transaction ID

Duplicate Charge

Problem: Charged twice for same purchase

Solutions: 1. Check if two separate transactions 2. Verify in payment history 3. Contact support immediately 4. Provide both transaction IDs 5. Refund processed within 5-7 days

Credits Deducted But Video Failed

Problem: Lost credits for failed video

Solutions: 1. Check credit history for automatic refund 2. Wait 24 hours for refund processing 3. Contact support if not refunded 4. Provide video ID and transaction details 5. Manual refund issued if needed

Video Library Issues

Videos Not Loading

Problem: Library page blank or videos missing

Solutions: 1. Refresh the page 2. Clear browser cache 3. Check internet connection 4. Try different browser 5. Disable browser extensions 6. Check if filters are applied

Can't Download Video

Problem: Download button not working

Solutions: 1. Check available storage space 2. Try different browser 3. Disable download manager extensions 4. Right-click video → Save As 5. Contact support for direct link

Video Deleted Accidentally

Problem: Deleted wrong video

Solutions: - Unfortunately, deletions are permanent - Cannot recover deleted videos - Contact support immediately (may help if recent) - Be careful with delete button - Consider downloading before deleting

Thumbnail Not Showing

Problem: Video card shows no preview

Solutions: 1. Video may still be processing 2. Refresh after a few minutes 3. Clear browser cache 4. Try different browser 5. Contact support if persists

Browser and Technical Issues

Page Won't Load

Problem: Website not loading properly

Solutions: 1. Check internet connection 2. Try different browser 3. Clear cache and cookies 4. Disable VPN if using 5. Check if site is down (status page) 6. Try incognito/private mode

Features Not Working

Problem: Buttons or features unresponsive

Solutions: 1. Refresh the page 2. Clear browser cache 3. Update browser to latest version 4. Disable browser extensions 5. Try different browser 6. Check JavaScript is enabled

Slow Performance

Problem: Site loading slowly

Solutions: 1. Check internet speed 2. Close unnecessary tabs 3. Clear browser cache 4. Disable heavy extensions 5. Try different browser 6. Check device resources

Mobile Issues

Problem: Problems on mobile device

Solutions: 1. Use latest browser version 2. Clear mobile browser cache 3. Try desktop site mode 4. Ensure stable connection 5. Close other apps 6. Restart device

Frequently Asked Questions

General Questions

Q: How long does it take to create a video? A: Typically 2-5 minutes depending on length and type. AI Video Pro may take slightly longer for better quality.

Q: Can I create videos in different languages? A: Yes, just type your prompt in the respective language

Q: What video formats are supported? A: All videos are exported as MP4 (H.264) with AAC audio, compatible with all major platforms.

Q: Is there a limit to how many videos I can create? A: You can create one video at a time right now, but there’s no overall limit—make as many as you want, as long as you have credits. We plan to increase the number of simultaneous videos soon

Q: Can I use the videos commercially? A: Yes! You have full commercial rights to all videos you create.

Credit Questions

Q: Do credits expire? A: No, purchased credits never expire. Use them at your own pace. however gifted credits expire in 7 days

Q: What happens if my video fails? A: Credits are automatically refunded if not contact support.

Q: Do you offer subscriptions? A: Coming soon! Subscribe for monthly credits at discounted rates.

Q: Can I transfer credits to another account? A: No, credits are non-transferable between accounts.

Video Creation Questions

Q: How long can my videos be? A: Videos are typically 15-60 seconds, optimized for social media. depending on amount of scenes

Q: Can I edit videos after creation? A: Yes! Use the edit feature to modify scenes, text, and audio.

Q: Can I use my own images or videos? A: Currently no, but custom media upload is coming soon!

Q: What aspect ratios are available? A: 9:16 (vertical), 16:9 (horizontal).

Q: Can I remove watermarks? A: All videos are watermark-free by default!

Account Questions

Q: Can I have multiple accounts? A: Each person should have one account.

Q: How do I delete my account? A: Go to Settings → Account → Delete Account.

Q: Can I change my email address? A: No not at the moment but this feature is coming soon

Q: Is my data secure? A: Yes! We use industry-standard encryption and security practices.

Q: Do you sell my data? A: Never. Your data is private and never sold to third parties.

Technical Questions

Q: What browsers are supported? A: Chrome, Firefox, and Edge (latest versions recommended).

Q: Do I need to install anything? A: No! Everything works in your browser.

Q: Can I use it on mobile? A: Yes! The platform is mobile-responsive, though desktop is recommended for best experience.

Q: Is there an app? A: Not yet.

Q: What internet speed do I need? A: Minimum 5 Mbps recommended. Faster speeds improve experience.

Getting Additional Help

When to Contact Support

Contact support if: - Issue persists after troubleshooting - Payment problems - Account access issues - Bug reports - Feature requests - General questions

How to Contact Support

Live Chat: - Click widget in bottom-right corner - Fastest response time - Available 24/7 - Screen sharing available

Email: - [email protected] - Response within 24 hours - Include detailed description - Attach screenshots if relevant

Information to Include: - Your email address - Description of issue - Steps to reproduce - Browser and device info - Screenshots or screen recordings - Error messages - Story ID or transaction ID (if applicable)

Response Times

Live Chat: Immediate to 5 minutes Email: Within 24 hours Complex Issues: 24-48 hours Refunds: 1-7 business days

Support Hours

Live Chat: 24/7
Email: Monitored 24/7

Last updated: 2025-09-30