My generation failed or is stuck
Credits for failures on our side are refunded automatically. Most stuck jobs are just slow — check the expected wait time for your model first.
First, check whether it is actually stuck
Generation times vary enormously by model. Images take roughly 10 to 60 seconds. Video takes 1 to 10 minutes, and the premium models are the slow ones — VEO 3.1 typically runs 6 to 8 minutes and Sora 2 Pro 3 to 5. Music takes 1 to 5 minutes. A VEO clip at four minutes in is not stuck; it is working.
If it genuinely failed
Credits are deducted when the job is submitted, and automatically refunded if it fails for a reason on our side. You should see the balance come back on its own. If a generation shows as failed and the credits have not returned after a few minutes, that is worth reporting.
Things to try
- 1Refresh the page. The job usually continues server-side, and results are saved to your Library regardless of whether the tab is open.
- 2Check your Library — completed results often land there even when the page stopped updating.
- 3Try the same prompt on a different model. If one model consistently fails and others succeed, the issue is upstream at that provider.
- 4Simplify the prompt. Very long or contradictory prompts fail more often.
- 5If you attached reference media, try without it, or with a smaller file.
We integrate models from other labs, so occasionally a provider has an outage on their end. Switching to a model from a different provider is usually the fastest workaround.
Last reviewed against the live product in August 2026.