Why did my video come back with my credits refunded?

You never pay for a video you don't get. Credits are reserved when a video starts and settled when it ends.

When credits come back automatically

• The video failed. All its credits come back. A free video comes back too.
• A demo or how-to came out shorter than you asked for. You pay for the length delivered, and the difference comes back.
• A how-to delivered only some chapters. You pay for the chapters delivered.
• Some reserved extras weren't used. For example, AI pictures reserved for a Motion video but not used are refunded.
• Our server restarted during your video. It either picks up again from the saved recording or refunds you.

Common reasons a video fails

• The site blocked the agent, or a page didn't load.
• A login didn't work.
• A how-to's first task couldn't be completed.
• A step took far longer than it should, so the job was stopped rather than left running.

The Studio shows what happened in plain words. Fix what it points to, or try again.

A finished video with a problem

If a finished video is clearly broken (broken footage, missing narration), write to support@viraldub.com within 72 hours with the video's link. We'll make it again or return the credits.