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Generation failed, stalled, canceled, or produced a blank result: what happens to credits?

What to check when a generation does not complete and credits are missing

Written by Runbo (CEO of Magic Hour)

First, check My Library

Open the affected creation and identify its current status before retrying.

  • Failed or error: the project did not complete. Credits are generally returned after failure processing finishes.

  • Still processing: the generation has not finished. Avoid repeatedly submitting the same request.

  • Canceled: check the balance after cancellation finishes processing.

  • Completed but blank, truncated, missing audio, unchanged, or technically broken: contact support so the file and credit usage can be reviewed.

  • Completed but not as expected: a quality complaint is different from a technical failure and is not an automatic credit return.

Before trying once more

  1. Refresh the page.

  2. Confirm the signed-in account and plan in My Plan.

  3. Confirm the input format and current tool requirements.

  4. Try a shorter or simpler supported input when practical.

  5. Use only options currently shown in the editor.

  6. Record the exact error text before leaving the page.

If the same error affects different tools, or a paid account repeatedly receives an unknown error, stop retrying and send support the diagnostic details below. An article cannot determine the project-specific cause without reviewing the account and creation.

If credits did not return

  1. Refresh and check the current balance.

  2. Open My Library and copy the affected project link.

  3. Check whether the status is Failed, Canceled, Processing, or Completed.

  4. Contact support if the balance remains incorrect after the final status appears.

If no Library entry exists, a project ID is helpful but not required.

Send everything in one support message

  • Account email

  • Tool route

  • Approximate date and time

  • Project link or visible ID, if available

  • Exact status and error text

  • Credits deducted

  • Input format and selected duration

  • Screenshot or screen recording

Credit restoration versus payment refund

Restoring credits returns them to the Magic Hour balance. It does not involve a bank. A payment refund follows the separate refund policy. Eligible no-credit product routes do not charge account credits, so there are no account credits to restore for those attempts.

Do not send passwords or full payment-card details.

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