The photo will not open before payment
Use an actual JPG/JPEG, PNG, WebP or HEIC/HEIF photo. HEIC is converted automatically; changing the extension does not change the format. The limit is 10 MB, 40 megapixels and 12,000 pixels on either edge. Export a smaller compatible copy if necessary. If a valid photo still cannot be prepared, try a current browser with sufficient device memory. Resolve the error and inspect the local preview before continuing.
Payment succeeded but the upload is incomplete
Return to the same paid order and retry its saved photo when the page offers that action. Keep a copy of the original image in case browser storage was cleared or you switched devices. A network interruption does not mean you should purchase another video. If the order cannot recover, contact support with its reference and the visible error rather than repeatedly creating orders.
Generation failed or the video looks unusable
For technical generation failure, choose one redo or a full refund; a failed redo is refunded. Report an unusable delivered result within 7 days for review. Examples include an unrecognizable person, the specified action missing, severe distortion or an unplayable file. Small accessory changes and normal AI variation are disclosed limitations, so review the sample before ordering.
The order is late or the input is unsuitable
If a paid video remains undelivered beyond the displayed 30-minute limit, request a full refund through the order. A photo that cannot be used may be replaced once for free or refunded under the current refund rules. Format checks do not verify consent, adulthood, face visibility or the presence of both arms; choose an appropriate photo as well as a compatible file.