Creating and editing
| Problem | What to do |
|---|---|
| An upload won't finish | Use MP4 or MOV within your plan's file size (up to 2.5 GB; raw footage up to 8 GB on Pro), keep the tab open, and try a steadier connection. |
| “File too big” or “too long” | Each plan has a file size and length limit — see Plan limits. Trim or compress it, use Full edit for long recordings, or upgrade. |
| “Edits up to N videos at a time” | Wait for a video in progress to finish, or move to a plan with more at once. |
| Stuck in the queue | Videos edit in order on our servers and long footage takes longer. If nothing moves well past the countdown, ask in the support chat — it can see the project. |
| “Needs a video with a person in it” | Face styles need someone on camera. For a topic or script, pick a faceless style or an animation pack. |
| “Not enough credits” | See your balance in Settings, or move to a bigger plan on Pricing. |
| A version failed | Its credits are returned automatically. Press “Retry from …” on the project page — it picks up at the step that failed. If it fails again, ask in the support chat. |
| The edit isn't right | Request changes with a note at the exact moment. Be specific: what to show, cut or say. |
| Captions are in the wrong language | Set the spoken language yourself instead of “Detect automatically”. |
| The cut-out edges look rough | Turn off “Cut me out over the card”, or re-record with better light and a plainer background. |
Accounts, posts and DMs
| Problem | What to do |
|---|---|
| An account won't connect | Allow access on the platform's permission screen (it shows our secure publishing partner — that's expected); for Instagram, switch to a professional account first. Then press Connect again. |
| TikTok won't publish | Pick who can watch and tick TikTok's consent box in the publish sheet — TikTok requires it for every post. |
| A post didn't go out | Check the account is still connected and you're under the platform's daily limit. The same video can't go to one account twice within 24 hours. |
| A comment got no DM | Check the automation is on, the keyword matches, and the comment is under 7 days old. |
| Paid but the plan doesn't show | Reload, check you're signed in with the email you paid with, then email us with the receipt. |
| Can't claim the Free plan | Verify your email address first — open the link we emailed you — then claim it again on Pricing. |
Still stuck?
Open the chat button in the corner for an instant answer. Signed in, it can see your plan, credits and recent projects. If it can't help, press “Send to a person” (paste a screenshot if it helps) and a person replies in the same chat and by email. Your earlier chats stay listed under Chats.