Tools
Fix a failed UGC ad
When a UGC ad fails, your project page shows "This render didn't finish" with one plain message that names the cause, and the credits for that render are returned automatically. Fix the thing the message names — the wording, a photo, or a setting — then press Retry render or Edit prompt to run it again.
Open Projects
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Steps
- Open Projects in the sidebar (page
/app/projects) and press the Failed filter to see only failed videos. Open the one you want to fix. - Read the message under "This render didn't finish". Find it in the table below.
- Do what the table says. To change words or photos, press Edit prompt — it opens UGC Ads with your ad's words filled in.
- To run the same ad again unchanged, press Retry render. A retry charges credits again, because the first charge was already returned.
- Still stuck after two tries? Contact our support team and paste the message.
At a glance
| Credits | Failed render: returned automatically. Retry: charged again at the normal price |
| Max length | 15 s per UGC ad |
| Sizes | — |
| Inputs | The project page message; your original photos and words |
| Wait | A normal render takes usually 5-10 minutes; if it has been more than 20 minutes, contact support |
| Best for | Getting a stopped ad through on the next try |
Messages after the render started (project page)
| Message (exact text) | What it means | What to do |
|---|---|---|
| "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." | A word or phrase in your clip text was blocked. | Press Edit prompt, rewrite 🎬 What you see and 🗣 What they say, render again. |
| "The provider rejected the scene description. Change the wording — the same words will be stopped again. Your credits are returned." | Same as above. | Rewrite the scene words. Retrying the same words will fail again. |
| "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 check that is sometimes wrong. | Press Retry render once. |
| "A safety check blocked this video. Try adjusting the reference or prompt, then render again. Your credits are returned." | The photo or words were blocked. | Change the product photo, creator or words. |
| "This model can't use photos of real people — try a different photo or model" | The creator photo shows a real person the engine refused. | Pick a preset creator from Reviral presets, or a different photo. |
| "A reference file was rejected by a copyright check. Retrying will not help — replace that reference, then render again. Your credits are returned." | A photo you added looks like protected material. | Replace that photo with one you own. |
| "Add a product photo first — this ad needs one." | The product photo was missing. | Press Edit prompt and add a product photo. |
| "Add a creator photo first — this ad needs one." | The creator photo was missing. | Pick a creator, render again. |
| "Servers are busy right now — try again in a few minutes. Your credits are returned." | Busy on our side. | Wait a few minutes, press Retry render. |
| "Render capacity is temporarily limited — try again in a few minutes. Your credits are returned." | Too many videos at once. | Wait the time it names, then retry. |
| "Server is overloaded — please try again later" | The queue timed out. | Try again later. |
| "Something went wrong on our side. Your credits are returned." | Our error, not yours. | Press Retry render. If it repeats, contact support. |
| "This render stopped before finishing. Please tap Retry to try again." | It stopped part-way. | Press Retry render. |
Messages before the render starts (UGC Ads page)
| Message (exact text) | What to do |
|---|---|
| "Not enough credits — this render needs X, you have Y." | Press Top up, add credits, then press Render again. |
| "Prices were updated — refresh to see the new price" | Refresh the page and check the new price on the button. |
| "That quality isn't available right now — refresh the page and pick again." | Refresh and pick a resolution from "Available now". |
| "Price unavailable, try again in a moment" | Wait a moment and refresh. |
| "Scene-ad rendering is turned off right now. Check back soon." | The tool is paused; try later. |
| "Couldn't read that link — upload the photo instead" | Upload the product photo instead of pasting a link. |
| "You've reached the rewrite limit — try again in about N min." | The free writer allows 10 rewrites an hour; wait, or edit the cards by hand. |
Troubleshooting
- The ad rendered but looks wrong (wrong product shape, different face): add more product angles (up to 4 extra) and use a saved character with a PRO sheet — see Create a UGC character.
- The creator says the wrong words: the creator speaks each clip's line word-for-word, so fix 🗣 What they say on the clip card.
FAQ
Do I lose my credits when a UGC ad fails?
No. When a render fails, the credits it took are returned automatically, and the message on the project page says so.
Does Retry render cost credits again?
Yes. Your first charge was already returned, so a retry charges the render price again.
Can I cancel a render that is taking too long?
No, renders cannot be cancelled from your account. If it has been more than 20 minutes, contact our support team from the link on the project page.
Why was my ad stopped by a safety check?
The message says whether the wording or the picture caused it. Change what it names; some checks are sometimes wrong, and the message tells you when trying once more is worth it.