Failed, or just not what you wanted?
These are different events and they are handled differently. A failed run produced no usable output: the provider errored, the job timed out, the result never arrived. A disappointing run produced a clip — it just was not the clip you pictured. The first is refunded automatically. The second is a prompt problem, and the fix costs less than a support thread.
- Failed: an error status, no file, or a job that never leaves the queue.
- Failed: a file that will not play or is zero bytes.
- Not a failure: the motion was too big, the faces drifted, the style was wrong. Those are prompt and source-photo issues.
- Not a failure: you closed the tab. The job runs on the server and the result lands in your creations.
The four checks before you contact support
Most reports of "it failed" turn out to be one of four things, and all four take under a minute to rule out.
- 1Reload the creation page. A finished job can arrive after the tab has stopped listening for it.
- 2Check the job status rather than the preview. A queued job is not a failed job, and busy models can sit for several minutes at peak times.
- 3Confirm the file format and size were accepted. Oversized uploads are rejected before billing, which looks like a silent failure.
- 4Try the same prompt on a cheaper model. If it succeeds there, the problem is model-specific and worth reporting with that detail.
Why the cheap test run is the real protection
A refund protects you from a broken job, not from a bad idea. The expensive mistake is a 600-credit run on a prompt that was never tested. Running the same prompt at 60 credits on Sora 2 first tells you whether the motion works at all; if it does, the 300-credit Veo 3.1 run is a refinement rather than a gamble. The cheapest possible sequence is 60 credits of testing, not 600 credits of hope.
What to include if you do write in
If a run genuinely failed and the credits did not come back, the fast path is a message to support with the creation link, the model, the time of the run, and what the error said. With those four facts the job can be found in the logs; without them it is guesswork. The support page has the contact route, and the FAQ there covers billing questions that are not about generation.
The broader rule
Credits are how the site meters expensive GPU time, which means the fair rule runs both ways: you are not charged for work that never produced a file, and you are charged for work that did. That is why the price is shown before a run starts, why it does not change after the fact, and why the free balance at signup exists — so the first few experiments happen before any money is involved.
Frequently asked questions
- Do I get my credits back if a generation fails?
- Yes. Runs that fail on the provider or infrastructure side are refunded in credits automatically, in line with the Refund Policy. No ticket is needed.
- How long does a credit refund take?
- The refund is issued by the system when the failure is confirmed, so the balance updates without manual intervention. If a balance still looks wrong a few minutes after a failed run, contact support with the creation link.
- I did not like the video. Can I get a refund?
- No. A clip that rendered correctly is a completed job, even if the motion was not what you pictured. That is what the cheap test run is for: prove the prompt on the cheapest model before spending on the expensive one.
- Why did my generation fail in the first place?
- The common causes are a provider-side error, a busy model timing out, or an input the model rejected — an unsupported file, an oversized upload or a photo with no clear subject. The first two are refunded automatically; the third is worth fixing before retrying.
- Can I retry the same prompt after a failure?
- Yes. Retrying costs nothing extra because the failed run was refunded, and it is often enough on its own — provider errors are frequently transient.
Start with free credits
A new account gets 300 credits at signup, no card. That is enough to run the workflow on this page before paying anything.