Start with the symptom
The original video was returned or no visible swap appeared
Confirm you used a Face Swap route rather than a general video tool.
Use a clear, well-lit replacement image with one visible face.
Keep the target face visible and unobstructed in the source.
For Multi Face Swap, confirm every detected-face mapping before generating.
Multi Face Swap does not support YouTube input. Upload the video.
If a generation completes but shows no visible change after these checks, do not keep submitting the same request. Support must inspect the specific project and inputs.
No face detected or too many faces
No detectable face: use a clearer, less obstructed image.
Too many faces: use a replacement image containing one person.
Profile, cartoon, heavily stylized, filtered, or obscured face: results are best-effort and may not work consistently.
Resolution or invalid-file error
Try a JPG or PNG replacement image.
Re-export the video as MP4.
Confirm the selected resolution is available on the current plan and does not exceed the source.
If the file meets the displayed requirements but the same error continues, send support the exact error text.
Content was blocked
Review the content rules. False positives can occur. If the content is allowed, contact support with the tool route, project link, prompt if one was used, and the exact message.
Glasses, facial hair, filters, and other details
Face Swap does not provide a control that guarantees preservation or transfer of every accessory or facial detail. Test the intended source and replacement images. Stable face handling may better preserve facial hair and face shape, while Smart face handling is recommended for turns and temporary obstructions.
Status and credits
Failed or canceled: check My Library for returned credits.
Completed but visually wrong: this is different from a technical failure and is not an automatic credit return.
Completed but blank, unchanged, or technically broken: contact support for project review.
What to send support
Send one message containing the project link or visible ID, exact route, approximate time, Single or Multi mode, source type, error text, screenshot, and a short description of the expected and actual result. Never send passwords.
See the complete Face Swap route guide for allowances, credits, formats, resolution, and mapping.
Not sure this is the right fix?
Completed, but the result is wrong?
Use the completed-result decision guide to separate a technically broken output from a quality, input, settings, or tool-choice problem.