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FixVideo

My video failed. Where did my credits go?

The short answer

When a video fails, the credits held for it come back to your balance on their own. You can see it in Billing, where that render is marked Refunded.

On this page5 sections
  1. 1What you see
  2. 2Where your credits are
  3. 3Common reasons
  4. 4What puts it right
  5. 5Questions

What you see

  • The video’s card in your Library shows a red Failed badge and a short reason.
  • The reason is often the AI model’s own sentence, so it can look technical.
  • The card offers Retry render, or says Retry won’t fix this one when a retry can’t help.

Where your credits are

When you press Generate, OpenClips holds the price. If the video lands, the hold is charged. If it fails, stalls or times out, the hold comes back to your balance.

If the model is still working on the video, the credits stay held until it lands or fails.

Common reasons

  • The card says the render timed out: the model took too long. A retry often works.
  • The model refused the input, for example because it may be protected by copyright. Use your own or licensed material.
  • The model is busy or down for a while. Try again later, or pick another model.
  • A content-policy refusal can’t be fixed by retrying. The card says Retry won’t fix this one.

What puts it right

  1. The usage list in Billing, with a refunded render ringed.

    Check that your credits came back

    Press your balance and choose Usage & billing. In the usage list, the render shows Refunded.

  2. A failed video's card in the Library, with Retry render ringed.

    Try again, or change what you sent

    Open your Library and find the video, or search for its title. Press Retry render on its card. A retry runs the video again, so it uses credits again. If the card says a retry won’t help, change the photo or the prompt, or pick another model.

  3. Check if OpenClips is working

    If several videos fail at once, open the status page. The status page lists every model under AI models, checked every minute.

  4. Still stuck? Write to us

    Email support@openclips.ai with the video’s title and the time you made it.

Questions

Do I pay for a failed video?

No. The credits held for it come back to your balance.

Does Retry render cost credits?

Yes. A retry runs your video again with a fresh seed, so it is charged like a new video.

Why does the reason look technical?

OpenClips shows the AI model’s own message, so you see exactly what it said. A few common ones are rewritten in plain words.

Open your Library

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