1. Find the stage before retrying
If no portrait preview appears, start with the file checks below. If the page says a video is already in progress, or that your submission is being checked, keep that task. If a completed preview appears, work on saving the result. Do not use Generate as a general refresh button.
A new video uses 20 purchased site credits. Checking a saved task or downloading it does not start another video. If you cannot confirm submission, preserve the message and contact support before trying again.
2. Fix a portrait that will not open
Use one authorized portrait in JPG, PNG or WebP format, at least 300 by 300 pixels and under 10 MB. Check the actual file format, size and dimensions. A filename ending in .jpg does not prove that the image is a JPEG; renaming a HEIC file does not convert it.
If the browser cannot open the image, export a fresh JPG or PNG from a photo app, then select that copy. Keep the face clear and unobstructed. A valid upload can still produce an imperfect likeness. The existing how-to guide covers portrait preparation.
3. Read messages shown before submission
A sign-in prompt asks you to continue with your account. A video-pack prompt means the account needs eligible purchased credits. Neither message means a completed video is waiting to download. Review the pack details before choosing to pay.
If the page says generation is being configured, or that credits could not be checked, it also says your photo has not been uploaded. The temporary-unavailability message that explicitly mentions no photo upload and no reserved site credits means this attempt stopped before those steps. Wait for service availability; changing the portrait will not fix that condition.
4. Keep a saved or uncertain task
An in-progress task is still active. If the page offers Check this task again, use it to query that same task. You can return to the generator to check a saved task; use the same account and browser when possible. Do not assume that changing devices will restore a completed download.
A message saying the submission is being checked means the outcome is unknown, not that it definitely failed. Do not submit a duplicate. The site continues checking and returns reserved site credits if the task remains unresolved at its processing deadline. A temporary connection problem can also interrupt status checks without proving the video failed.
If the task is unavailable for your account, sign in with the account that started it. If that does not resolve it, stop and contact support. Do not try another paid generation to recover access to the original.
5. Separate a confirmed failure from an imperfect result
A confirmed failed video returns its reserved site credits once. The timeout message confirms returned credits. This concerns site credits for that task; it does not promise a cash refund or a free replacement.
A completed video with an altered face, awkward hands or inconsistent movement is a different case. Review the whole clip before publishing and contact support if necessary. The download is intentionally silent: turning up your phone volume will not add music, speech or the original soundtrack.
6. Recover the MP4 before considering a new video
When the result is ready, use Download silent video. If saving fails, check your connection and retry the existing download while its result link is valid. The result screen asks you to save within 24 hours. Repeating the download is different from generating another clip.
A saved file may be in Downloads rather than your photo library. Apple documents Downloads in the Files app and the Safari downloads list; Google documents Chrome downloads and Android Files. The linked iPhone and Android guide explains those locations. Open the local MP4 to confirm it plays before importing it into an editor.
For an unresolved problem, send support the visible error message, approximate time, device and browser, plus a task identifier if one is available. Avoid sending passwords, payment details or private result links. Explain whether the issue happened before submission, during checking or during download.
Sources and limits
Reviewed on October 29, 2026 against the generator interface, documented status messages and official download guidance below. Browser versions and download settings can change the controls you see.
Frequently asked questions
Should I generate again if the submission result is unknown?
No. Keep the existing task and use Check this task again when offered. An unknown result is not a confirmed failure; contact support if you cannot recover its status.
Does retrying the download create another paid video?
No. The existing download control saves the completed result. Starting a new generation is a separate action that uses purchased site credits.
Why does my downloaded video have no sound?
The output is intentionally silent. Add music that you have permission to use in your publishing or editing app after saving the MP4.
Does every unsatisfactory result automatically return credits?
No. The documented automatic return applies to confirmed failed or unresolved expired tasks. A completed clip with visual imperfections is a different case; contact support for help.