FAQ & troubleshooting
A generation failed. Was I charged?
No. Credits are refunded automatically whenever a generation fails, and the failure message says so. You do not need to contact anyone to get them back.
"Blocked by the model's content policy"
The model refused either your prompt or a reference. The usual causes are recognisable public figures, branded characters and trademarks.
What works: describe the look in your own words instead of naming someone, and use generated or non-photographic references rather than photos of real people.
There is a built-in rewrite that rephrases named people and brands as descriptions. It is free, and it is a suggestion — the model can still refuse.
"The model rejected one of the inputs"
A reference file does not fit that model. Common cases:
- Aspect ratio. Reference images have to fall inside a width÷height range. Crop closer to a standard ratio (9:16, 1:1, 16:9).
- Frame rate. Attached video above 60fps is refused by some models.
- Audio length. The attached audio references add up to more than the model allows. Remove one, or mute a character's voice for that node.
The message carries the actual limit, so you do not have to guess.
"This prompt is too long"
Models declare a character limit. Shorten the prompt, or switch to a model with a larger one.
"The model provider is having trouble"
Their side, not your prompt. Credits are refunded; try again in a few minutes.
My character looks different in every shot
Connect the character's sheet to each shot on the Canvas. Consistency comes from that connection, not from repeating the description in the prompt. See Canvas.
My video has no sound
Not every video model generates audio — the model catalogue marks which do. For the rest, add sound in Audio AI.
The mouth does not match the new dialogue
Voice work re-performs the line rather than converting the audio, so lip sync drifts on close-ups. Wides and off-screen lines are unaffected. See Audio AI.
My export has a watermark
Files produced on the Free plan carry one, and it is baked in at production time. Upgrading removes it from new work; regenerate the shot to get a clean version. See Export & watermark.
My media seems to have disappeared
Check the filter chips in the media library. Filters are not remembered between visits, but one left on during a session hides everything that does not match.
I ran out of credits mid-project
Nothing was charged for the blocked generation. Either wait for the monthly reset, or buy extra credits — they never expire. See Plans & billing.
Still stuck
Use the support chat inside the studio. It reaches a person, and attaching a screenshot helps.
Last updated 2026-08-25. Prices, model specs and credit costs on this page are read from the live catalogue at build time.