Troubleshooting

Most Vidquel issues resolve with save-and-retry, credit checks, or reconnecting social accounts. Work through the sections below before contacting support.

Generation failed

Create jobs fail when prompts violate policy, credits are exhausted, or upstream AI services time out.

• Check credit balance in the header.
• Simplify prompt — remove disallowed topics per content policy.
• Retry Create with shorter duration or different template.
• Wait a few minutes during platform incidents — status page if linked.

Editor issues

Changes missing in export

Export uses last saved state. Click Save in the editor header, wait for confirmation, then export again.

Preview blank or black frames

• Replace broken URL media with upload or stock.
• Wait for large uploads to finish processing.
• Refresh the page — unsaved local state may recover from autosave.

Voice out of sync

Regenerate narration after script edits. Shorten script or extend scene duration if subtitles clip.

Export failed

Export failures often tie to credits, resolution limits, or invalid media.

1. Confirm plan allows chosen resolution — Free caps at 720p.
2. Verify sufficient credits for duration at that resolution.
3. Open each scene — remove broken external URLs.
4. Save project and retry export.

Bulk export and campaigns

• Pause/resume — use campaign toolbar; do not close browser mid-queue if avoidable.
• Stuck exporting — refresh campaign table after five minutes.
• Retry failed — fixes single project without re-charging successes.
• Partial batch — select ready rows only for subset export.

Publishing failed

Publish errors usually mean expired OAuth, wrong aspect ratio, or platform policy rejection.

• Reconnect account in Connect Social.
• Match vertical export to TikTok/Reels; horizontal to YouTube.
• Reduce file size — re-export at 1080p if 4K exceeds cap.
• Read platform error text — copyright and community strikes block upload.

Scheduled post did not go live

Verify timezone in Preferences matches intent. Confirm token still valid on schedule date. Check native platform studio for held or flagged posts.

Credits confusion

• Charged twice — compare Credit history job IDs; failed jobs should not double charge.
• Expected ~8 per video — longer 4K breaks differ; check export estimate.
• Rollover missing — Free tier does not roll; paid rollover expires ~30 days.
• Top-up not showing — wait five minutes; refresh Billing.

Media and stock

• URL preview failed — hotlink blocked; upload file instead.
• Stock search empty — broaden keywords or switch orientation filter.
• Cinematic regen failed — reduce prompt complexity; check credits.

Social chat and Minecraft

• No voice tab — expected on Social chat; use sound packs.
• Minecraft layout wrong speaker — edit script and layout panel together.
• Segments not scenes — reorder in segment list, not scene workflow docs.

AI Studio

• Action did not run — you must Allow the proposed action.
• Wrong template suggested — override in Create manually.
• Chat missing — check saved chats list; not deleted with projects.

Login and security

• Forgot password — use reset link on login page.
• SSO mismatch — sign in with same provider used at signup.
• 2FA lost — use backup codes or contact support.
• Session expired — sign in again; revoke unknown sessions in Security.

Billing and plan

• Still watermarked — confirm Pro/Business active on Billing page.
• Downgraded unexpectedly — fix payment method and retry charge.
• Invoice missing — check spam; update billing email in Profile.

Performance

Slow preview with many HD clips — duplicate project and swap to shorter assets. Clear browser cache if dashboard loads stale. Try another browser to isolate extensions.

Contact support

When self-service steps fail, contact support from Help in the dashboard or the site footer. Include workspace email, project or campaign name, job ID from credit history, and screenshots of errors.

1. Describe expected vs actual behavior.
2. List steps already tried from this guide.
3. Attach export or publish timestamp in UTC if possible.
4. Business seats — note if admin can reproduce.