Choose the symptom that matches what is on your screen now. Start with the project status instead of submitting the same generation again.
Before you retry
For a signed-in project, open My Library and check whether it is queued, processing, completed, failed, or canceled.
For a no-signup attempt, stay on the exact tool page and check its result area.
Keep the project, exact error, and a screenshot until the issue is resolved.
I cannot start the generation
An upload failed, is stuck, or says the file is invalid: use the upload troubleshooting guide.
Generate is disabled or greyed out after the inputs appear: use the disabled Generate checklist.
A tool, model, resolution, or setting is locked even though I have credits: check credits versus plan access.
I may be using the wrong tool: use the tool-selection guide before spending credits.
It started but has not finished
Queued, processing, rendering, or stuck near completion: follow generation stuck or taking longer than expected. Do not treat a page timeout as proof that the server stopped the job.
It finished or stopped, but something is wrong
Failed, canceled, blank, truncated, missing audio, unchanged, or technically broken: check the final status and what happens to credits.
Completed, but the video looks blurry, distorted, inconsistent, or unlike the request: use the video quality checklist and the guide for the exact tool.
Face Swap returned the original video, detected the wrong face, or made no visible swap: use Face Swap Video troubleshooting.
I cannot find, download, or play the result
Follow find, download, and share your creations. Check the signed-in account, Library filters, media type, project status, and your browser's Downloads list.
I cannot sign in
If a sign-in email or verification code is missing, invalid, or expired, use the sign-in verification guide.
My account, plan, or credits look wrong
Start with the billing, subscription, and credit decision guide if you are not sure which situation applies.
The balance, daily claim, or generation charge looks wrong: start with Understanding Credits.
I paid, but the plan or features were not restored: follow payment and plan recovery.
I want to delete or restore my account: follow Delete or restore your Magic Hour account.
I still need help
Send one message with the account email, exact tool, project link or visible ID if available, current status, exact error, approximate time, and a screenshot. See what to include for a faster answer. Keep the project while it is reviewed.
Ask for a human when the issue involves a specific payment, account, privacy request, credit adjustment, or broken project that requires private records. See when a human must review the issue.
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.