An AI generation failed or was refused
What the different generation errors mean, when credits come back, and how to get a request through.
Your credits come back automatically
Before anything else: if a generation failed, was refused on safety grounds, or came back empty or corrupt, the credits reserved for it are returned automatically. You do not need to ask, and you should see your balance restored on the Plan and credits screen.
The one case that is not refunded is a generation that succeeded and you simply did not like. See write a better prompt — it is cheaper than rerolling.
“This request could not be completed”
A provider or network failure. Check your connection and try again. If it keeps happening for more than a few minutes, the provider may be having an outage; wait and retry later.
The request was refused on safety grounds
The AI provider declined to generate from your description. This happens more often than you would expect with completely innocent family content — the filters are blunt.
Things that commonly trigger it without meaning to:
- describing children by age in combination with physical description;
- words with a violent second meaning (“shooting a photo”, “killer whale”);
- real people’s names;
- medical or anatomical words.
Rewrite the description more plainly and concretely and try again. Describe the scene rather than the people, and use the drawing itself to carry the character.
“Not enough credits”
Your balance is below the cost of the action. The Plan screen shows your remaining balance and the next reset date. Options: wait for the reset, choose a cheaper action (a five-second clip instead of ten, or a still illustration instead of video), buy a top-up pack, or do it without AI.
There is no daily credit cap — if the balance is there, you can spend it.
“Too many creation requests were started”
Image generation is limited to two starts per minute, and video to one start per minute. Wait a moment before trying again rather than tapping the generation button repeatedly.
“Finish the current video before starting another one”
Only one AI video generation can be active on an account. Let it finish or fail before starting the next clip.
“The daily AI cost limit has been reached”
A provider-cost safeguard has paused further AI work for this account until the daily reset. This is separate from the visible credit balance, and unused credits remain available afterwards.
“AI creation is paused while the daily service budget resets”
A service-wide safety control is active. Wait and try again later. Your existing projects are unaffected and no unused credits are removed by the pause.
“Studio Plus is required”
The action needs an active subscription. If you have one, see purchase problems.
“Studio Motion is required”
The action is AI video, which only Studio Motion can generate. A Studio Plus subscription cannot do it, and a credit pack does not unlock it — packs add credits, never features. Upgrade to Motion from the Plan and credits screen; your current month’s spending carries over and your allowance rises to 800. See pricing.
The app closed mid-generation
Nothing is lost. Image and video generation run on our servers as durable background jobs that survive closing the app, restarting the phone, and losing signal. Reopen the app and pull to refresh Projects; a finished result appears in your Library as a candidate you can accept onto a page. An approved whole-book run attaches completed results to its selected pages.
Every request carries an ID, so retrying the same request does not charge twice. Generating a new variation or replacement is a new paid request. Contact support only if your balance changed and no usable result appears after the job has had time to finish.
A video has been queued for a long time
Clips render on GPUs we operate, and an accepted request can wait in a queue when demand is high. The app shows its position. Your credits stay reserved while it waits and are returned automatically if it ultimately fails — leave it running rather than starting a duplicate.
The video option is not showing at all
AI video is offered through a capability catalogue that we can turn off remotely — for example during a provider outage or while we qualify a new model. If the option has vanished, it is likely temporarily disabled rather than broken. Your existing clips and projects are unaffected.