Understand generation status, retries, and recovery

Decide whether a job actually needs another attempt

You left a long-running video and returned to an unchanged preview. Reopen its original conversation, read the last status and check whether ngram is waiting for input. Retry only after identifying the failed step so you do not start a duplicate job.

If the video finished and the issue is what it says, revise the result in the original conversation. Fix a creative mismatch.

Read the most recent status (illustrated guide)

Recover a conversation

Start by reopening the same conversation. Read its last message and check whether it is waiting for input, producing a result, or preparing an MP4.

1. If a plan is waiting, choose Request changes or Approve plan.
2. If ngram asks a question, answer in the same conversation.
3. If production is active, wait or use Stop generating when you intend to stop the request.
4. If Preparing download is shown, keep the download request open while the MP4 is prepared.
5. If an error is shown, retain the conversation link and read the recovery message before retrying.

Avoid repeatedly submitting the same request or creating duplicate conversations to recover an active job. If one careful retry does not resolve a failure, contact Support with the conversation link and the action that failed.

General job recovery

Use this when

Use this guide when a video, regeneration, storyboard, or scene appears stuck; chat times out; an instruction never reaches a result; or a completed status has no output. It helps you distinguish work that is still running or waiting for input from a failed step, then make one work-preserving recovery attempt.

This guide does not repair a completed video that simply missed the brief, reconcile an exported file that differs from its preview, or promise a credit adjustment. Use the related prompt, export, or Usage guide for those outcomes.

Before you start

Keep the exact conversation, editor, or Tool-result URL and the last visible status. Check the active account or team, plan, credits, browser, and approximate time before retrying a potentially expensive operation.

Why time varies

• Video length and number of scenes
• Source collection and analysis
• Selected text, image, and video models
• Narration, music, transitions, and media processing
• Current system demand

You can leave and return

Generation is saved with its conversation. You do not need to keep the same page continuously visible. Reopen the conversation from Recents or Projects to restore its current status and continue when the workflow completes or needs input.

Recover a stuck generation, chat timeout, or storyboard failure

1. Reopen the exact conversation and read the latest visible status.
2. Check whether the run is waiting for approval, a source, a voice, or more credits.
3. Preserve the current project: copy any unsent instructions, keep the project URL, and note the last completed scene or output before taking another action.
4. If the page offers Retry or Recover, use it once for the smallest failed unit—for example, one scene instead of the whole video. Review any displayed credit estimate before confirming.
5. Verify that the status changes or the missing result appears. If the same step fails again, do not start another retry; review Usage if credits may have changed and contact Support.

When chat timed out or ignored an instruction

Reopen the same conversation and read the latest status before submitting anything again. If the instruction did not complete and the page offers Retry or Recover, retry that smallest instruction once. If chat times out again or the instruction remains unapplied, stop and contact Support.

When the storyboard or one scene will not generate

If an uploaded video is still being processed, wait for that step to finish before retrying script or storyboard generation. When a turn stops because credits are insufficient, use the in-chat credit message to review the available path for your plan. Keep the existing conversation; do not resend the same request repeatedly while a charge or generation may still be in progress.

Check whether the conversation is waiting for approval, a source, a voice, or more credits. Preserve the rest of the project and use one visible recovery action for only the storyboard or failed scene. If that smallest attempt fails, do not restart the entire video; contact Support.

Expected result

The same conversation should show a new visible status, request the missing input, or surface the recovered scene, storyboard, or video. Reopening the conversation does not require you to keep the original tab open while generation continues.

Already retried once and generation is still stuck

Stop and contact Support when there is no visible state change for an extended period, the one recovery attempt fails, the same chat instruction remains unapplied, or the output is missing after a completed status. Include the conversation or project URL, approximate timestamp, last visible message or error, browser, whether you retried once, and whether Usage shows a credit change. Never send passwords, API keys, or private source files in the first message.