When a video fails
Most videos finish in two to five minutes. Occasionally one fails or is refused. Here's what happens and what to do.
Your credits come back
When a video fails, the credits reserved for it are refunded automatically. You only pay for videos that finish. The finished video card shows what was reserved and what was actually used.
Common causes and fixes
| What you see | Likely cause | What to do |
|---|---|---|
| Refused for content | The model's safety filter rejected the photo or brief | Remove anything that could read as unsafe, and avoid real people you don't have permission to show |
| Refused in reference mode on Seedance 2.5 | A real human face in one of the photos | Switch to Seedance 2.0 or crop the person out |
| The product looks different | Unclear photo, or the brief asked for an unseen side | Use a sharper photo and keep "don't show other sides" in the brief |
| Failed without a clear reason | A temporary problem upstream | Try again in a few minutes. Your credits are already back |
| Stuck for a long time | A busy queue | Leave the page; the video keeps rendering and appears in your history |
Still stuck?
Contact us with the video's ID from your project history and we'll look into it.
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