Troubleshooting

01

How long does a clip take

Most clips finish in 3–10 minutes; busy periods take longer. Every job has a 20-minute deadline from the moment you press generate — past that the system cancels it for you and returns what you paid.

You can have two clips generating at once. If you see the message that two jobs are already running, wait for one to finish first.

02

It failed — did I lose the credits

No. Credits come back automatically, every time.

You don't have to report it or ask. The refund happens in the same moment the job is marked failed — free quota returns to free quota, credits return to credits.

The one exception is when a clip did generate but the file failed to save. Nothing is refunded there because nothing extra was charged — the clip still exists and the system recovers it. Don't regenerate.

Read the reason before deciding whether to retry

03

Why was my prompt blocked

The most common cause is not violence or sex, as people assume — it is copyrighted character and brand names. Dropping a famous cartoon name straight into the prompt trips the filter almost every time, and it is the cause users guess least often.

• Copyrighted names → describe the look instead: “a round-headed blue robot cat with a red collar and a bell”.
• Real people's names → describe build, features, and age instead of naming them.
• Graphic violence → describe the aftermath instead of the image: a shocked face rather than a wound.
• Content involving the Thai monarchy → we advise against it entirely. Beyond the filter refusing it, it carries legal risk for you personally.

04

It worked, but not the way I pictured

This is not a system error and it is not refunded, because the clip really was produced. What helps is how you write and how you iterate:

• Explore at 5 seconds and standard sharpness first, then re-run the take you like at HD or FHD and at full length.
• Change one thing per generation, or you will never learn what helped.
• Never write what you don't want — this model has no negative prompt field, so “no 3D” is more likely to pull 3D in than keep it out.
• On-screen text: keep it as short as possible and in English. Thai text comes out mangled almost every time — add it in editing instead.

To understand why the model behaves this way, the prompt writing guide covers it in full — and the templates are worked examples of recipes that already pass.

05

Where did my free quota go

• The free quota is 0 credits a day. It resets at midnight and **never rolls over** — a day you don't use is simply gone.
• A clip longer than 10 seconds, or at HD/FHD, does not qualify. The system charges purchased credits instead without a second warning — the figure on the generate button already said so.
• The welcome bonus belongs to your sign-up day only. It expires that night and does not come back.
• If you still see a prompt to sign in, the quota has not started counting — it belongs to the account, not the browser.

06

I turned the watermark off and it is still there

Almost always the answer is that the clip ran on free quota. Free quota is spent before purchased credits, and free clips always carry the mark even with the switch off. The switch isn't broken.

If the switch is disabled entirely, it is not unlocked yet. Unlocking comes from buying the Plus pack or larger, becoming a member, or reaching 100 credits purchased in total — the setting shows your running total.

07

My file won't attach

If a file meets every limit and still won't upload, re-save it from another app first — some photo editors write internal data that the reader refuses.

08

Payment and account

I paid but the credits aren't there

Credits arrive when our system receives confirmation from the payment provider, not when your banking app says the transfer went through. Usually those are seconds apart. If it has been more than a couple of minutes, refresh the page first, then contact us with the time and amount you paid.

What can I pay with

PromptPay works for every pack; cards work from a minimum amount upward. The smallest pack is ฿49 for 5 credits, and purchased credits never expire.

My credits vanished after signing in

Credits and your library belong to the Google account you signed in with. If you have several Google accounts in one browser, check which one you are using — nothing was lost, it is on the other account.

09

Still stuck

Reach us from the contact page. If it concerns one specific clip, include the time you pressed generate and the message you saw on screen — those two things let us find your job immediately without asking you back.