Context

Sometimes video generations may fail to complete, produce poor quality results, or not work as expected. When this happens, you may be charged for the generation even though the output doesn't meet your needs. In these cases, you can request a refund or credit adjustment.

Answer

If you experience issues with video generation quality or failed jobs, our support team can help by either issuing refunds or adding credits to your account. Here's how to request assistance:

1. Contact support immediately - Reach out to our support team as soon as you notice the issue with your generation.

2. Provide the job ID - To help us investigate, share the job ID of the problematic generation. You can find the job ID by following our documentation guide.

3. Describe the specific issue - Explain what went wrong with your generation, such as:

   • Lip sync misalignment

   • Poor video quality or glitches

   • Failed generation that didn't produce output

   • Accidental duplicate processing

4. Mention the cost - Let us know how much you were charged for the problematic generation.

Our support team will review your case and typically respond by either:

• Adding credits to your account equivalent to the charge amount

• Processing a direct refund to your payment method

• Providing additional credits to retry the generation

We understand that technical issues can be frustrating, especially when charges are involved. Our team is committed to resolving these situations promptly and ensuring you're not charged for generations that don't meet quality standards or fail to complete successfully.