Fixing failed renders and common issues

A render failed

Open the video page and check the status banner. Common causes:

• Missing assets — an image URL in your scene is unreachable. Re-upload the image and rebuild.
• Text overflow — shorten long headlines that break the scene layout.
• Temporary server issue — press Build again; failed renders don't keep your tokens when no video was produced.

Progress is stuck

Renders queue behind other jobs. Refresh the video page after a minute. If progress hasn't moved in several minutes, contact support with the video link.

Payment went through but no credits

Credits are applied by our payment webhooks, usually within seconds. Wait one minute and refresh the credits page. If your balance is still wrong, email info@awarely-motion.com with the purchase time and amount.

Build button is disabled

During scheduled maintenance, video building and purchases are paused for everyone except administrators. You'll see a banner explaining it — no action needed on your side.