Quick answer: Keep the original video job and record its settings before trying again. Video generation depends on a source image, paid-tier access, Moments, queue capacity, resolution, duration, and optional audio. A long queue is not automatically a failed job.
Confirm the job and its requirements
Check the source image, content mode, resolution, duration, audio selection, subscription tier, and Moments balance. The official video guide currently requires Premium or Ultimate access and prices the job according to these settings.
If the video finishes but sound is missing or unexpected, use the video-audio guide. If the job consumed an unexpected balance, compare it with the Moments reconciliation guide.
AI Video Gallery
A preview of selected portrait videos and AI character images.
Preserve the current job before retrying
- Record the start time and selected settings.
- Wait for the current status instead of creating duplicates.
- Check the generated-media Collection.
- Refresh once, then test playback in another browser or device.
- Compare the Moments balance before and after.
- Retry with a shorter or lower-resolution test only after the first job has a clear outcome.
Distinguish queue, display, and failed-generation states
A result in Collection but not chat points to display synchronization. A poster that will not play can be a playback or browser issue. No result with a recorded balance change requires support evidence; public documentation does not promise an automatic refund for every pending or failed video.
Use the SecretOpedia’s Secrets AI video guides for more generation checks. The the Secrets AI review of video tools and costs explains current video requirements and the effect of Moments on overall value.
Escalate without deleting the source image
Send support the source image, job time, mode, duration, resolution, audio state, browser, screenshot, and balance evidence. Keep the source image and pending job available.
The changelog has previously listed queue-management, resource-scaling, preview, polling, and video-generation fixes. Do not assume a historical bug is active without current evidence.
Sources checked July 12, 2026: Video Generation, Moments & Payments, Subscription Tiers & Limits, Changelog, Tips & Tricks.
