If a generation does not return a video, the credits are refunded automatically within five minutes and the failed generation appears in your library with a Failed badge. Here is how to figure out what went wrong and how to avoid it next time.
Most common cause: the prompt was rejected
The model has a content filter that rejects prompts naming public figures, copyrighted characters, weapons, or sexual content. If your prompt mentions a celebrity, a fictional character from a film or game, or a brand other than your own, the generation will fail almost immediately. The fix is to remove the name and describe the look instead.
Second most common cause: the reference image was unusable
If your product photo is corrupted, larger than 10 MB, or in an unusual format, the model rejects the upload. The fix is to replace the image in Shopify with a fresh JPEG or PNG under 10 MB. Square aspect ratios work best for the reference, although the model can handle anything close to square.
Third most common cause: model capacity
Once or twice a month the model provider runs into capacity limits during peak hours and a small percentage of generations time out. These show up as Failed in your library with a System Timeout note. Credits refund automatically. Try the same prompt again in 15 minutes and it almost always succeeds.
What does not count as a failure
A video that finished but does not match what you wanted is not a failure. The model produced a clip and the credits are spent. If the result is close, edit your prompt and generate again. If the result is unrecognizable, your prompt or your reference is the cause, and the prompt guide and the reference guide are where to start.
When the credits do not come back
If a generation fails and the credits do not refund within 30 minutes, that is a separate issue. The credits did not refresh page walks through the fix.
When the embedded app shows a blank page
This is almost always a browser cookie issue with Shopify embedded apps. Open Videna in a new tab using its direct URL from your Shopify admin, allow third party cookies for shopify.com and videna.app, and reload. Safari users sometimes need to disable Cross Site Tracking for the Videna domain.
Still stuck
If none of the above describes your situation, open the contact page and tell us what you tried. Include the timestamp of the failed generation if you have it.