The photo will not upload.
Check that the file is a JPG, PNG or WebP under 10 MB. Renaming an unsupported file extension does not convert the image. Export a real copy in a supported format, then use a clear image with one subject.
If the file meets those requirements, confirm that you are signed in and try selecting it again. An upload problem happens before a completed custom video exists; it does not mean that buying a larger credit pack will fix the file.
The face or pet looks different.
Compare the result with the original photo, especially the eyes, muzzle, ears and distinctive markings. A tiny face, blur or an obstruction can leave the model with little useful detail. If you decide to make another version, choose a sharper original with the face fully visible.
Some changes come from the generation itself rather than the photo. The face can drift as the head turns, and hands or paws can look unusual. A second attempt is not a guaranteed correction and spends credits. Watch the complete existing clip before deciding whether its imperfections matter for your joke.
The sound is missing or the mouth is out of sync.
Unmute the player and check the device volume, then play the downloaded MP4. If the sound is present there, compare it with the browser preview or any edited copy. Avoid judging an audio failure from a muted thumbnail.
If the voice is audible but the mouth shapes differ from the words, that is a lip-sync limitation in the generated picture. Sliding the audio track alone cannot reliably correct it. Report a missing or damaged final audio track with the task reference so support can identify the exact file.
The task is still processing or its outcome is unclear.
Open My videos and check the existing task. Once a request has been accepted, processing can continue after you leave the generator page. Do not assume that closing the tab cancelled it, or submit repeated tasks because you did not immediately see a result.
There is no guaranteed completion time. If the status does not resolve or you are unsure whether credits were charged, contact support with the task reference, the time you submitted it and what the page shows. Do not send passwords or payment-card details.
The download fails, or I think credits are missing.
Use the same signed-in account that created the video, reopen the existing task and try its download control. Private file links need account access. If you deleted the final file, that download may no longer be available; keep a local copy of results you want to retain.
Confirmed failed generations return charged credits once. A completed result with imperfect likeness or lip sync is not automatically a technical failure. Payment refund requests are handled separately from returning task credits; include the task or payment reference when contacting support.