Try this in the studio
How to check a refund for a failed generation
- 1
Read the message on the job
Open the failed clip or image in the studio or in your history. The message says why it failed and, for a paid job, that the credits were refunded.
- 2
Open the Credits page
Go to Credits. A refund is its own line, next to the charge it gives back, with the same amount.
- 3
Wait a few minutes if the job is still running
A video that is still processing has not failed yet. If it never finishes, it is marked as timed out and refunded on its own after 2 hours.
- 4
Try again
Most failures are a temporary timeout or a content check. Retry the same prompt, or change the part the message points to.
- 5
Contact support only if the line is missing
If a job failed and no refund line shows up after a few minutes, contact support with the time of the job.
What happens to your credits
The rules the studio follows for paid generations, read from the code that charges and refunds them.
| What happened | Credits | When |
|---|---|---|
| The job failed (error, timeout or content check) | Refunded in full | At once, when it fails |
| The job never finished | Refunded in full | After 2 hours without a result (the check runs every 5 minutes) |
| A queued video deleted from History before it started | Refunded in full | At once |
| Free or pass clip that failed | Nothing was charged | Not needed |
| The clip finished but you don't like it | Not refunded | The clip was made |
Do failed AI generations cost credits?
No. On KreatorFlow, a video or image that fails gives its credits back automatically, as its own refund line on your Credits page. Most refunds land the moment the job fails. A job that never finishes is closed and refunded after 2 hours. You don't need to contact support.
When you press Generate, the studio reserves the credits for that job. If the job fails, the same step that marks it as failed gives the credits back. The refund can never be larger or smaller than what that job was charged, and it only happens once.
What if my video is stuck on processing?
Video takes a few minutes, and longer at busy times or for long clips. It keeps going in the background, so you can close the page; the finished clip shows up in your history.
If a job really is stuck, you still get the credits back. A job that has had no result for 2 hours is stopped, marked as timed out and refunded automatically.
- Refresh the page first. A finished clip appears even if you left.
- A clip waiting in a queue for its turn is not stuck. It starts on its own.
- Deleting a video from History while it is still waiting to start cancels it and refunds it.
Why do AI videos fail?
The message on the job says which one it was. The common reasons:
- A temporary timeout. Nothing was wrong with your prompt; try again.
- A content check on the prompt, a picture or the sound. Brand names, logos, celebrities and characters from films or games are common triggers.
- A reference the model can't use, for example a clip or photo outside the supported size.
- A plan limit, such as a resolution your plan does not include. These are stopped before anything is charged.
What is not refunded
A clip that finished is not refunded, even if the result is not what you wanted, because the video was made. To spend less on tries, test an idea with a short clip at 720p first, then make the final one.
Failed jobs never count as "generated" for the 14-day right to cancel a purchase. The Refund and Credit Policy has the full rules for plans and packs.
Frequently asked questions
Did a failed AI video use my credits?
No. On KreatorFlow, a video or image that fails gives its credits back automatically, as its own refund line on your Credits page. Most refunds land the moment the job fails. A job that never finishes is closed and refunded after 2 hours. You don't need to contact support.
How long does a refund for a failed generation take?
Usually no time at all: the credits come back the moment the job fails. A job that never finishes is refunded after 2 hours.
Where can I see the refund?
On the Credits page. Each refund is its own line next to the charge it gives back.
Do I need to contact support to get credits back for a failed video?
No. Refunds for failed jobs are automatic. Contact support only if a job failed and no refund line appears after a few minutes.
Can I get credits back for a video I don't like?
No. Credits are refunded for jobs that fail, not for clips that finished. Try a short, cheaper test clip before the final one.
