An AI generation failed or was refused
What the different generation errors mean, when credits come back, and how to get a request through.
Your credits come back automatically
Before anything else: if a generation failed, was refused on safety grounds, or came back empty or corrupt, the credits reserved for it are returned automatically. You do not need to ask, and you should see your balance restored on the Plan and credits screen.
The one case that is not refunded is a generation that succeeded and you simply did not like. See write a better prompt — it is cheaper than rerolling.
“This request could not be completed”
A provider or network failure. Check your connection and try again. If it keeps happening for more than a few minutes, the provider may be having an outage; wait and retry later.
The request was refused on safety grounds
The AI provider declined to generate from your description. This happens more often than you would expect with completely innocent family content — the filters are blunt.
Things that commonly trigger it without meaning to:
- describing children by age in combination with physical description;
- words with a violent second meaning (“shooting a photo”, “killer whale”);
- real people’s names;
- medical or anatomical words.
Rewrite the description more plainly and concretely and try again. Describe the scene rather than the people, and use the drawing itself to carry the character.
“Not enough credits”
Your balance is below the cost of the action. The Plan screen shows your remaining balance and the next reset date. Options: wait for the reset, choose a cheaper action (Economy video instead of Cinematic), or do it without AI.
“Studio Plus is required”
The action needs an active subscription. If you have one, see purchase problems.
The app closed mid-generation
Reopen the app and check Library and your credit balance. The backend prevents a retry of the same active request ID from reserving the same charge twice, but the current app does not yet restore an in-progress generation after a full restart. Do not immediately start several replacement requests; contact support if the balance changed and no usable result appears.
The video option is not showing at all
AI video is offered through a capability catalogue that we can turn off remotely — for example during a provider outage or while we qualify a new model. If the option has vanished, it is likely temporarily disabled rather than broken. Your existing clips and projects are unaffected.