Day-to-Day Use

Troubleshooting & FAQ

Quick answers, common errors, and fast fixes — grouped by where you encounter them.

Production won't start / Phase 1 won't fire

"Insufficient storage — at least 200 MB free required"

The system checks storage headroom before launching Phase 1 because subsequent phases generate large media files.

Fix:

Open the Asset Library.
Bulk-select unused assets → Move to Trash.
Open Trash → Empty Trash (items in Trash still count).
Return to the production → click Resume or re-launch the wizard.

If you're on an unlimited-storage plan and still see this, contact support — it indicates a metering issue.

"Concurrent production limit reached"

Your plan caps how many productions can be in-progress at once (Free = 1, Starter = 3, Pro = 5, Enterprise = unlimited).

Fix: Wait for one to complete, or pause one to free a slot. Note that paused productions still count.

"Monthly video quota exhausted"

You've used all your monthly slots. Slots reset on the 1st of each calendar month, not on your billing anniversary.

Fix: Wait, upgrade your plan, or buy a credit top-up.

Stuck production

Phase has been "running" for 30+ minutes

Phase typical durations: Phase 1 ~90s, Phase 2 ~5min, Phase 3 ~2min, Phase 4 ~3–8min, Phase 5 ~30s. Significantly longer means a stuck phase.

Fix:

Open the production → check the Errors tab.
If errors are present, the auto-retry runs every ~5 minutes. Wait one cycle.
If no errors but no progress, Pause then Resume — this triggers a fresh phase fire.
If still stuck after one cycle, contact support with the production URL.

Production marked "Needs Attention"

Auto-retry has exhausted; manual intervention required.

Fix: Pause, inspect the Errors tab, identify the failing input (script length, image size, brand colour conflict, etc.), use Edit Production or reject-from-earlier-phase, then Resume.

Voiceover sounds wrong

Robotic / monotone

Increase Excitement intensity in Edit Production (try 3–4).
Add Emphasis Words in the Plan tab's Script sub-tab on key phrases.
Try a different voice or provider (Gemini → ElevenLabs if your plan supports it).

Too fast or too slow

Open Plan tab → scene's Script sub-tab → adjust Delivery Pacing per scene.
Or change global Speed in Edit Production.

Mispronounces a brand or technical term

Add deliberate spelling hints in the script — e.g. write Kubernetes as-is and tag it as an emphasis word, or for tricky cases write a phonetic hint into the script itself ("KOO-ber-NET-eez"). Re-run Regenerate Voiceover on the Assets tab.

Wrong language

Most likely you picked a voice that doesn't support the target language. Open Voice Library, filter by provider/gender, find a voice tagged for your language, set as the production's voice via Edit Production, regenerate.

Brand colours / fonts not applied

Logos look like coloured boxes

Your logo PNG has a non-transparent background. Re-upload a PNG with proper alpha channel.

Fonts don't match my preset

The wizard copies preset values into the production at creation. If you edited the preset after creating the production, the production retains the old values. Re-create the production or Edit Production to update fonts.

Colours look "off"

Colours render differently across formats and on different displays. Use the Direction tab to verify before approving Phase 4. If a swatch is wrong, fix the brand preset and re-create.

API key issues

"Verify failed" on a Gemini key

Check the key has been generated for the Generative Language API, not a different Google product.
Confirm billing is enabled on the Google Cloud project tied to the key.
Re-paste — sometimes copy-paste includes leading/trailing whitespace.

"Verify failed" on an ElevenLabs key

Confirm your ElevenLabs subscription is active.
Confirm the key was created with appropriate scopes (some ElevenLabs key types are read-only).

My production used the wrong key

The system uses the Default key per provider. Open Profile → AI API Keys → toggle Set as Default on the key you want.

Quota / billing surprises

"I cancelled my production but didn't get my slot back"

Quota is consumed at Create & Start Phase 1 and is not refunded by cancelling, pausing, or rejecting. Plan accordingly.

"I subscribed but the new features aren't visible"

Refresh the page. If features still don't appear after 1–2 minutes, log out and back in. Plan-gated features check the live plan on each page load.

"My credits weren't applied at checkout"

Make sure the Apply credit balance checkbox in the checkout modal is ticked. The default state depends on your account.

Multi-language batch issues

"My variants didn't fan out after Phase 2"

Fan-out triggers when Phase 2 is approved on the master. If Auto-Approve is off and the master is sitting at the Phase 2 review gate, no variants are created until you approve. Open the master, approve Phase 2.

"One variant has a wrong-language voiceover"

The voice you chose may not support that language. Pick a multilingual voice (Gemini's multilingual voices, or ElevenLabs voices marked as multilingual). Reject Phase 2 of the affected variant only.

"Variants are running but I want to stop them"

Pause each variant individually — they're independent productions after fan-out.

Review portal issues

Reviewer says "Review Link Not Found"

The link was revoked, expired, or mistyped.

Fix: Generate a fresh link from the production → Share, send the new URL.

Reviewer can't approve / reject from the link

That's by design — the Review Portal is read-only. Reviewers respond via email, Slack, or another channel; you act on their feedback inside the app. See Sharing for Client Sign-Off.

UI quirks

Dashboard numbers feel stale

Auto-refresh runs every 30 seconds. If a number seems wrong for >2 minutes, hard-reload the page (Ctrl+Shift+R / Cmd+Shift+R).

Tab "yellow dot" won't go away

The dot persists until that phase has been approved. If you've approved and it's still showing, hard-reload.

Wizard step circles unclickable

You can only click back to completed steps. The current step's circle is the active one; future steps appear greyed.

When to contact support

Reach out when:

An error in the Errors tab keeps recurring after multiple auto-retries.
A plan-gated feature you're entitled to is greyed out after refresh.
A payment or invoice issue (proration calculation looks wrong, refund needed).
You suspect a metering issue (storage panel shows the wrong total, quota counted incorrectly).
A custom voice or API integration that worked yesterday stopped working.

Have ready: the production URL (if relevant), a screenshot of the error, and the approximate time it occurred.