# A generation is stuck or failed

> A frame takes about 30 seconds and a video about a minute, in the background. A failed generation shows a "failed" chip, costs nothing, and can be retried from where it stopped. If credits were charged anyway, mail us.

Source: https://getreelcom.com/help/troubleshooting/generation-stuck-or-failed/  ·  Last verified: 2026-09-15

## Video generation is stuck. What should I do?

First check how long it has been. Drawing a frame takes about 30 seconds and rendering the video about a minute; the video page shows which is running. Both continue in the background, so leaving the page or closing the progress dialog loses nothing.

Every video in the Videos list shows its status: "no frame", "drawing frame", "review frame", "rendering video" or "video ready", with a "failed" chip when the last step broke. If a video has shown "drawing frame" or "rendering video" for well over the estimate, reload the page. If it still has not moved, mail [hello@getreelcom.com](mailto:hello@getreelcom.com) with the video's name.

_[Screenshot: The Videos list with two cards: one with the status chip video ready and an Open button, one with review frame and a Review frame button. — Each video's status is on its card; a failed step adds a red failed chip.]_

## Credits were charged but video generation failed. What should I do?

That should not happen: credits are held while a generation runs, charged when it succeeds and released when it fails. A failed video says "The video could not be generated. Your frame is safe — try making the video again", and trying again holds the credits afresh. If your balance dropped for a generation that failed, mail [hello@getreelcom.com](mailto:hello@getreelcom.com) with the video's name and the time, and it is corrected.

## The video looks different from the preview frame. What should I do?

The video starts from the approved frame, so its people, setting and framing should carry through. If a finished clip clearly does not match its frame, mail [hello@getreelcom.com](mailto:hello@getreelcom.com) with the video's name; there is no in-app report button for this yet.

## I cannot download my video. What should I do?

Make sure the video's status is "video ready"; "Download video" only appears then. Open the video from the project's Videos list and click the button above the player. If the download does not start, try another browser, and if that fails, mail [hello@getreelcom.com](mailto:hello@getreelcom.com).

## My video has a watermark even though I am on a paid plan. What should I do?

Check the Billing page shows your plan as active; a payment that failed puts the account back on the free plan's watermarked video. If the plan is active and the watermark is still there, mail [hello@getreelcom.com](mailto:hello@getreelcom.com): that is not expected behaviour.