Troubleshooting

Payments

“Payment needs confirmation”

Your bank wants to confirm the payment, for example in its app or with a code by text message.

Open the confirmation link (from the app or from your AI assistant) and confirm the payment there.
Your plan change happens only after the payment goes through. Until then, nothing changes.

Payment failed

When you change your plan: the card was declined, so nothing changed and nothing was charged. Check your card or use another one, then try again.

When your plan renews: the Account page shows Payment failed. To keep your plan running, press Update payment method and add a working card. Only you can do this, in the app.

No saved card or no active plan

Without an active plan or a saved card, a payment can’t be charged in one click. You get a checkout page instead. Pay there, and your plan starts once the payment goes through.

Sparks and animation

Not enough Sparks

Sparks pay for animation in Series and Cartoons. If you don’t have enough:

Get more Sparks from the Sparks badge or Get Sparks on the Account page. You need an active plan. See Sparks.
Use less animation. Animating only the opening scene costs fewer Sparks than animating every scene. No animation costs no Sparks.

“Animation skipped”

Some of this month’s videos in a Series came out without animation because your Sparks ran out. The notice shows how many were animated this month, for example “4 of 30”.

The videos were still made and posted. They just don’t move.
To animate the rest, press Animate every video and get more Sparks.

“Animate every scene” is locked

This option needs a higher Sparks pack. Buying more of a smaller pack won’t unlock it. See Animation.

Series

Series is “On hold”

A Series goes On hold when you have no active plan, for example after your plan ended or a renewal payment failed. While on hold it makes no new videos.

Reactivate your plan on the Account page or buy a plan. Your Series come off hold automatically the same day. See Plans and billing.

Can’t create a Series

All your Series are in use. Archive one, buy an extra Series, or move to a bigger plan.
TikTok is turned on and the Series won’t create. If your TikTok account is connected and setup gets stuck on publishing, leave TikTok off in Automatic Publishing and create the Series. Then open the Series, press Settings, turn TikTok on under Where to publish?, choose Who can view these videos and save.

A video failed to generate

The card shows Video failed to generate. Open the video and press Re-render Video. Any Sparks set aside for it were returned.

A post to TikTok, YouTube or Instagram failed

The platform icon on the video shows Error. Point at it to see the reason. Common ones:

The connection expired, or the account is “not connected anymore”. Reconnect the account in the app: on the Account page under Your social media accounts, or in the Series Settings under Where to publish?.
TikTok daily limit or temporary block. TikTok limits how often an account can post. Wait, then try again later.
TikTok allows only private accounts for now. Set your TikTok account to private, or wait until this limit is lifted.
The privacy setting is no longer available. Pick another privacy option for that platform in the Series settings.
TikTok couldn’t download the video, or too many requests. Wait a little, then try again.

Failed posts aren’t retried automatically. Download the video to post it yourself.

A video went out earlier than planned

On YouTube and TikTok, videos can currently be published as soon as they’re ready, up to about a day before the time shown in the Calendar. This also affects videos you schedule yourself.

I can’t connect a second account

Only one account per platform can be connected, even though the Calendar tab mentions multiple accounts. To switch, remove the current account on the Account page and add the new one.

AI assistants

The assistant can’t change anything

Its access level is Read. Open Connected agents and switch it to Full.

Its access was revoked or expired. Connect it again; see Connect an AI assistant.

Still stuck?

Contact support and include the exact error text you see.