Troubleshooting
Resolve upload, processing, billing and download issues without duplicate submissions.
Why is a tool unavailable?
Section titled “Why is a tool unavailable?”It may not support the selected media, output size or duration, or may not have an active price. Read the workspace notice and choose supported settings. Animated images currently use image upscaling only.
Why is my upload rejected?
Section titled “Why is my upload rejected?”Check the uploader’s limits, actual media format and whether the file can play locally. A renamed extension does not change the encoding. If the connection dropped, check the library before starting another upload.
Why is processing taking a long time?
Section titled “Why is processing taking a long time?”Check whether the task is queued or running. Costly tools, large outputs, long clips and current demand affect processing time. Do not submit duplicates to speed up the same work.
Why did my download stop working?
Section titled “Why did my download stop working?”Signed download links expire. Reopen the asset or query the API result again for a current link. A deleted result cannot be restored by refreshing its link.
Where are my credits or files?
Section titled “Where are my credits or files?”Check the signed-in account and domain. The global and China editions are separate. For a purchase issue, inspect the existing order; for a failed task, inspect its settlement entry.
What should I include in a support request?
Section titled “What should I include in a support request?”Record the domain, tool name, task or order ID, approximate time, source dimensions and duration, and the exact error message. Do not include passwords, verification codes, API keys or signed private file links.