# Troubleshooting

> Fixes for the problems people run into most in Muvomi. Credits, generations that stall, uploads, exports, captions and sign-in.

Each tool’s page has a troubleshooting table for its own messages. This page collects the ones that come up most.

> **Tip:** Anything that fails or is cancelled gives its credits back automatically. If you’re unsure whether you were charged, check **Credit history** on your [account page](https://docs.muvomi.com/account/sign-in-and-account/).

## Credits

**“Needs … credits” beside the send button, or the Not enough credits dialog.** You don’t have enough credits left this month. Nothing was started or charged. The dialog shows when your credits refill and the plans that give more; a bigger plan tops up the current month at once. See [Credits and plans](https://docs.muvomi.com/start/credits-and-plans/).

**“A lot of paid work was started in the last minute.”** There’s a limit on how many paid jobs can be started per minute. Wait a minute and try again. Nothing was charged.

**My credits look out of date.** The studio refreshes your balance after each paid request. Reload the page if it still looks wrong.

**“Your credits could not be read just now.”** Your work is safe. Press **Try again** in a minute.

## Something is taking a long time

**A film or short is still being made.** A short usually takes a minute or two; a long AI Product Director film can take several minutes. The screen shows each stage as it happens. Shorts need you to stay on the page; films, templates and generations carry on if you leave.

**“You stopped waiting, but your film is still being created.”** The work continues on our side. Look in [Projects](https://docs.muvomi.com/workspace/projects/) in a few minutes.

**“The connection was lost before your … was ready.”** Look in [Projects](https://docs.muvomi.com/workspace/projects/) before trying again, so you don’t make it twice.

**“This file is being prepared with the Free plan’s badge. Try again in a minute.”** On the Free plan, a picture or video is shown from a copy with the badge, made the first time you open it. A long video can take a minute or more. Wait, then open it again.

**An AI Video or AI Image card says Needs attention.** The studio couldn’t confirm what happened to the request, so it won’t send it again on its own. If nothing was delivered, the card says the credits were given back. See [AI Video statuses](https://docs.muvomi.com/create/ai-video/#statuses).

## AI answers

**The AI kept my film unchanged.** A request that would rewrite the whole film is treated carefully. Name the scene, words, style or motion to change, or ask clearly for a new film. See [AI Product Director](https://docs.muvomi.com/create/ai-product-director/#change-the-film-with-the-chat).

**“…has changed since this answer was made, so it is not in the edit.”** You changed the edit while the AI was working. Press **Ask again**. The credits for that answer were given back.

**“The connection dropped while waiting for the answer.”** Your request isn’t lost. Press **Check again**.

**A line under the prompt says an AI service isn’t connected.** That tool can’t make anything right now. Try again later. Templates can still be opened as they are.

## Uploads

**My pictures and videos have a Muvomi badge.** On the Free plan, every picture and video you open or download in the studio carries the *Made with Muvomi* badge, your own uploads included. Your originals are kept without it: upgrade, and they show clean within about a minute. See [The watermark](https://docs.muvomi.com/account/billing/#the-watermark).

**“Choose a media file smaller than 100 MB.”** Compress or trim the file. Video and audio can be up to 10 minutes. See [Limits and file formats](https://docs.muvomi.com/reference/limits-and-formats/).

**“This file could not be decoded.”** The file may be damaged or in an unusual format. Export it again as MP4, PNG, JPG or MP3.

**“Use a self-contained SVG without scripts or external content.”** Export the SVG again with text outlined and images embedded, or upload a PNG.

## Exports

**“The render queue is full.”** Up to five exports can wait at a time. Wait for one to finish.

**“The render needs another try.”** Press **Try again**.

**My export has a Muvomi badge.** Free-plan exports carry a small *Made with Muvomi* badge. Upgrade, then export again; an export made before you upgraded keeps its badge. See [The watermark](https://docs.muvomi.com/account/billing/#the-watermark).

**The Voice-over switch in the export dialog is off and can’t be turned on.** The film has no narration yet, or its words changed after the voice was recorded. Record the voice again, then export.

## Captions

**The captions are in the wrong language or script.** Choose the language yourself in the **Language** box and press **Listen again as …**. Spoken Urdu is often heard as Hindi, and Odia as Bengali. See [Caption languages](https://docs.muvomi.com/sound/caption-languages/).

**“No speech was found in this part of the recording.”** Check that the clip has speech and isn’t muted.

**Remove filler words doesn’t work.** It reads the clip’s captions. Caption the clip first.

## Saving

**“Load the newer version” or “Reload saved version”.** The same project was saved in another tab or on another device. Load the newer version, or keep yours as a copy.

**I can’t find a project.** Projects load a page at a time, and search only covers what’s loaded. Press **Load more projects**, or look in **Archive**.

## Signing in

**“That confirmation link could not be verified.”** The link has expired or was already used. Sign in, or request a new password reset link.

**My plan hasn’t changed after paying.** Confirmation can take a moment. Refresh your account page.

**The microphone doesn’t work for recording.** Allow the microphone for muvomi.com in your browser’s site settings, then try again.