Help guide
Generation Failed? How Retry and Automatic Credit Refunds Work
Let's be upfront: AI video generation is not 100% reliable yet. Right now roughly one in five attempts on Omni — about 19% — ends in an error instead of a video. Most of those failures come from busy queues and capacity limits on the upstream models, not from anything you did wrong. So a failed generation is treated as our problem, not yours: your credits come back, and trying again takes one click.
Credits come back on their own
When a task fails, the credits it charged are returned to your balance automatically. No form to fill in, nothing to click. Most refunds land within minutes.
One click to try again
Every failed task in your History has a Retry button. It reopens the generator with your original prompt, model, and settings already filled in — you just press generate.
Most failures are temporary
Busy queues and timeouts come and go with demand. If a prompt fails with a busy message, waiting ten minutes and retrying usually just works.
Why generations fail — and what each failure means
The queue was busy, or the task timed out
Video models run on shared capacity, and when demand spikes the queue backs up. If a task cannot start, or runs past its time limit without producing a video, we mark it failed and return your credits. This is the most common failure, and it is never charged.
The prompt was blocked by content checks
Upstream providers run safety checks on every prompt. If a prompt trips those checks, the task fails before any rendering happens. Because nothing was generated, these tasks may not be credited back — the exact wording is in our refund policy. Rephrasing the prompt usually gets it through.
A reference file was not usable
If the image you attached is in an unsupported format or too large, the task fails before it starts. The error message on the task tells you which file was the problem; converting to JPG, PNG, or WebP fixes it.
Your session expired mid-task
If you were logged out while a task was in flight, it can fail with a login error. Log back in and retry — the failed attempt is still refunded.
How the automatic refund works
- 1
The task fails
The moment a task is marked failed, charging stops. The error is written on the task in plain language, so you can tell a busy queue from a blocked prompt.
- 2
Credits return to your balance
The credits that task charged are added back to your account automatically — usually within a few minutes. A "generation refund" line appears in your credit history, so every refund has a paper trail.
- 3
A safety net catches anything missed
In the rare case a refund does not go through with the failure — say, a network blip at the exact wrong moment — a background check re-runs it within the hour. A failed task should never end up unrefunded.
One honest exception: prompts rejected by content checks may not be refunded, since no video was ever produced. Everything else — timeouts, busy queues, provider errors — comes back to you. Read the refund policy
Retrying a failed generation
- 1.Open History from your dashboard and find the task with the red Failed badge — the reason is written right on the card.
- 2.Click Retry. The generator opens with your original prompt, model, aspect ratio, and reference images already in place.
- 3.Adjust anything you like — or change nothing — and generate again.
A retry is a brand-new run, so it charges credits at the normal rate. The failed attempt itself was already refunded, so you are only ever paying for attempts that could actually produce something.
Small changes that make failures less likely
- If the error says the queue is busy, wait 10–15 minutes before retrying. Hammering the button during a spike just burns attempts.
- Keep prompts focused: one subject, one camera move. Very long prompts with several simultaneous actions fail more often.
- Attach reference images as JPG, PNG, or WebP, and keep them a reasonable size.
- Draft short first. A 5-second test run is cheaper to iterate on than a 30-second render, whatever the outcome.
- If the message mentions content rules, try rewording rather than resubmitting the same prompt — identical wording usually gets the same result.
When to write to us
Most failures need no support at all: retry and the refund happens on its own. Write to us if credits for a failed task have not come back after a few hours, or if the same prompt keeps failing even when the queue looks quiet. Email support@omni-vid.com with your account email and roughly when the task ran, and we will trace it.
Contact supportFAQ
Will I lose credits when a generation fails?
No. Failed tasks return their credits to your balance automatically — you do not need to apply or contact anyone. The only exception is prompts rejected by content checks, where no video was produced.
How long does the refund take?
Usually a few minutes from the moment the task is marked failed. A "generation refund" entry appears in your credit history so you can confirm it landed.
Where can I see my refunds?
Your dashboard shows total refunded credits, and your credit history lists each refund individually with the task it belongs to.
Does clicking Retry charge me again?
Yes — a retry is a new generation and charges at the normal rate. But the failed attempt was already refunded, so across the two attempts you effectively only pay once.
Why did my prompt fail moderation?
Upstream model providers run safety checks on prompts. Wording that describes real people, violence, or other restricted content can be blocked even if the intent is innocent. Rephrasing the scene usually resolves it.
What if my credits never came back?
A background check re-runs any refund that failed to land, normally within the hour. If you still do not see the credits after a few hours, email support@omni-vid.com and we will trace the task.
Ready to try again?
Open your history, hit Retry, and your last attempt is back in the generator exactly as you left it.
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