This guide explains what to do when a generation fails, remains stalled, is canceled, produces a blank or technically broken file, or never appears in your Library.
First, check what happened
Failed or error: The project did not complete. Credits are generally returned automatically after the failure finishes processing.
Still processing: The generation has not finished yet. Avoid submitting the same request repeatedly while you check its status.
Canceled: Check your balance after the cancellation finishes processing. If the credits do not return, contact support.
Completed with a blank or technically broken file: Contact support so the result and credit usage can be reviewed.
Completed but not as expected: A completed result is different from a technical failure. Try the relevant troubleshooting steps, or contact support if the file is clearly broken.
If your credits did not return
Refresh the page and check your current balance.
Open Library and look for the affected creation.
Open it and copy the page link from your browser.
Email [email protected] with the information listed below.
Do not keep waiting or repeat the same generation if the project has already failed and the balance remains incorrect.
If there is no Library entry or visible project ID
You can still contact support. A project ID is helpful, but it is not required when no saved project was created.
Include:
Your Magic Hour account email
The tool you used
The approximate date and time
The number of credits deducted
What the page showed, such as uploading, processing, failed, canceled, or completed
A screenshot or screen recording, if available
The project page link, if one exists
Credit restoration is not a payment refund
Restoring Magic Hour credits returns credits to your account balance. It does not involve your bank.
A payment refund returns money to the original payment method and follows the separate refund policy. Bank processing times apply only to payment refunds, not to restoring account credits.
Important
Do not send passwords or full payment-card details. The in-app balance and creation status are the best references when reporting the issue.