Use this when a project says Couldn't finish, a piece on the Board shows a warning, or an export seems to sit still. A piece that fails never uses your usage.
A project says Couldn't finish
What happened: some pieces of the project couldn't be made, and you get an email saying so.
What it means: everything that did get made is saved in the project. The pieces that didn't never count against your usage.
What to do: open the project from Projects in the Studio. The note at the top of the editor says what didn't finish. Make the missing piece with Generate in Visuals or Music, then press Export.
A piece says "Couldn't make that still", "motion clip" or "track"
What happened: one piece failed. The line under it gives the cause.
What it means: "It didn't pass our content check" means the brief was refused. "Something went wrong on our side" means the fault was ours. Either way, it didn't use any of your usage.
What to do: if it was the content check, change the wording. Press Dismiss, then Generate again.
An export failed
What happened: you see Couldn't export with the project's name, and the bell says "Your export didn't finish".
What it means: motion clips that were already upscaled are kept, and the usage for anything it didn't finish comes back.
What to do: open the project and press Export again. You won't pay twice for the clips it kept.
It looks stuck
Pieces keep being made after you close the tab. Long exports at 1440p or 4K take longer, and the export menu shows roughly how long to expect.
Stop on a piece cancels it if it hasn't started, and its usage comes back. A piece already on its way still lands on the Board.
Cancel export stops an export, and nothing goes to your Library.
You don't need to watch for a piece that has stopped moving. If it runs past its time limit (30 minutes for a still, 45 for a track, 90 for a motion clip), we fail it and give its usage back.
If the same brief keeps failing, email [email protected] with the project's name and roughly when it happened, and a person will read it.