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Every error message and what to do
When a video does not finish, its project page says "This render didn't finish" and shows one of the messages below. Find your message, read what it means, and do the fix. If a render fails, the credits it charged come back to your balance automatically; you can see the line "Render refund" in your credit history on the Billing page.
Messages on this page are the exact words the site shows.
Open Projects
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Steps
- Open the video. Press Projects in the left menu and filter by Failed. Click the card.
- Read the message under "This render didn't finish" and find it in the tables below.
- Fix the cause. Press Edit prompt (or Change style and try again) to open the tool with your settings filled in, change what the message says, and press Generate. Press Retry render to run exactly the same settings again. A retry charges the price again, because the first charge was already returned.
- Still stuck? Write to our support team with the project link.
At a glance: video render failures
Credits back = what happens to the credits this render charged.
| Message (exact) | What it means | What to do | Credits back |
|---|---|---|---|
| "Server is overloaded — please try again later" | The video waited too long in the queue | Try again later, or pick a model marked Smooth | Yes |
| "This model can't use photos of real people — try a different photo or model" | The model refuses photos of real people | Use another photo or another model | Yes |
| "The safety check rejected your real-person photo. The same photo will most likely be rejected again — use a drawn, anime or 3D character picture instead, or a different photo. Your credits are returned." | A Cinema model's safety check refused a real person's photo | Use a drawn, anime or 3D character picture, or a different photo | Yes |
| "This video was stopped by an automatic safety check that is sometimes wrong. Your credits are back. Try the same render once more — it often goes through the second time." | A safety check stopped it by mistake | Press Retry render once | Yes |
| "The safety check stopped this video because of the wording of the prompt, not your picture. Your credits are back. Change the scene description and render again — the same words will be stopped again." | Words in your prompt were flagged | Reword the scene, then render again | Yes |
| "The provider rejected the scene description. Change the wording — the same words will be stopped again. Your credits are returned." | The model's company refused your wording | Reword the scene | Yes |
| "A safety check blocked this video. Try adjusting the reference or prompt, then render again. Your credits are returned." | A safety check blocked the prompt or a reference | Change the reference file or the prompt | Yes |
| "A reference file was rejected by a copyright check. Retrying will not help — replace that reference, then render again. Your credits are returned." | A reference looked like protected material | Replace that file | Yes |
| "The storyboard picture did not come out clean. Try a different style, or a shorter script. Your credits are returned." | The planning picture for your video failed its check | Pick another style or shorten the script | Yes |
| "Something went wrong on our side. Your credits are returned." | A fault on Reviral's side | Try again; contact support if it repeats | Yes |
| "This model is temporarily unavailable — pick another model and try again. Your credits are returned." | The model is down for now | Pick another model | Yes |
| "Render capacity is temporarily limited — try again in about {n} minutes. Your credits are returned." (or "…in a few minutes…") | Too many videos are being made right now | Wait the minutes shown, then try again | Yes |
| "Render capacity is temporarily unavailable. Your credits are returned." | Video making is paused for this model | Try later or pick another model | Yes |
| "Servers are busy right now — try again in a few minutes. Your credits are returned." | A connection or provider fault | Try again in a few minutes | Yes |
| "We couldn't schedule another attempt. Your credits are returned." | An automatic retry could not be set up | Press Retry render | Yes |
| "This render request couldn't be accepted — check your inputs and try again. Your credits are returned." | Something in your settings or files was refused | Check length, frame shape and references | Yes |
| "Something went wrong on the render side. Try again — if it repeats, contact support." | The cause is not known | Try once more; contact support if it repeats | Yes; the message adds "— your credits are returned." once done |
Settings the model refused
These start with the reason and end with "Your credits are returned."
| Message (exact) | What to do |
|---|---|
| "This model's provider allows {limit} characters — your prompt was {n}. Shorten it and render again." | Cut your prompt below the number shown |
| "This model's provider rejected the prompt because it is too long. Shorten it and render again." | Shorten the prompt |
| "One of your images has an unsupported format — convert it to {JPG or PNG} and try again." | Save the photo in the format named |
| "One of your images is too large — resize it to {size} or less and try again." / "One of your images doesn't meet the size requirements — resize it and try again." | Make the photo smaller |
| "This duration isn't supported — choose {a or b} seconds and try again." | Pick a length the message lists |
| "This duration and reference-video combination isn't supported — shorten the duration or remove the reference video, then try again." | Shorten the video or remove the clip |
| "This aspect ratio isn't supported — choose {…} and try again." | Pick a frame shape the message lists |
| "One or more render settings aren't supported — check the duration, aspect ratio, and references, then try again." | Recheck length, frame shape and files |
Other status messages
| Message (exact) | What it means | What to do | Credits |
|---|---|---|---|
| "You don't have enough credits for this render." / "Not enough credits — this render needs {x}, you have {y}." + Top up | Your balance is below the price | Top up on Billing, then try again | Not charged |
| "This render stopped before finishing. Please tap Retry to try again." | The render was stopped part-way | Press Retry render | Check "Render refund" in your credit history |
| "Add a product photo first — this ad needs one." / "Add a creator photo first — this ad needs one." | A UGC ad is missing its product or creator photo | Add the photo, then render | — |
| "Reference video too long — use shorter reference videos and try again." | Your clips are longer than the model allows | Trim the clips | — |
| "Your video is finished and is being delivered. It is taking longer than usual." | The video is made and is on its way to you | Wait and reload; nothing to fix | — |
| "We're double-checking this video. Try again shortly — your credits are safe." | We are checking this video before you retry | Wait, then try again | Safe |
| "Rendering — usually 5-10 minutes, depending on the queue. If it's been more than 20 minutes, contact support" | Normal wait | Wait; after 20 minutes press the contact support link | — |
| "Stitching — this can take up to 15 minutes. If it's been more than 20 minutes, contact support" | Joining clips in Canvas | Wait; after 20 minutes press the contact support link | — |
A render that stays paused for more than 24 hours is turned into a failed render and its credits are returned.
Picture failures (Image Studio and Canvas)
| Message (exact) | What to do | Credits back |
|---|---|---|
| "This image model declined this request (its content rules are strict about realistic people). Your credits have been returned. Tip: try the Seedream model for realistic people and faces." | Switch to a Seedream model | Yes |
| "This model is temporarily unavailable — please try a different model." | Pick another model | Yes |
| "{failed} of {total} images failed — your credits were returned. Try again." | Press Generate again | Yes, for the failed ones |
| "Image generation failed. Your credits have been returned." | Try again | Yes |
Troubleshooting
- The same safety message keeps coming back. Change the words or the photo it names; the message tells you which. A retry with the same inputs is stopped again, except for the "sometimes wrong" safety check.
- Reference-file messages before you press Generate (photo counts, video size, audio) are on Reference images, video and audio.
- UGC ads: see Fix a UGC ad that failed or looks wrong.
- How refunds work in detail: see What happens to your credits when a render fails and the refund policy. See plans and prices.
FAQ
Do I get my credits back when a video fails?
Yes. A failed render returns the credits it charged, automatically, and the message on the project page ends with Your credits are returned once that is done.
Does Retry render cost credits again?
Usually yes. The first charge was already returned, so a retry charges the price again, the same as a new render.
My video has been rendering for over 20 minutes. What now?
Most videos take 5 to 10 minutes. After 20 minutes, use the contact support link on the project page so our support team can check it.
Can I cancel a render that has started?
No. A render cannot be cancelled once it starts; if it fails, its credits come back automatically.