When something goes wrong

Check for a typing slip. If you have never made an account, press New here? Create an account. If you have forgotten the password, press Forgot password? and we email you a sign-in link.

You have an account already. Press Already have an account? Sign in.

Choose a longer password.

This protects your account. Wait a minute, then try once more.

Look in your spam folder. Wait a minute and try again. The link is good for an hour, and each new link replaces the one before.

You are probably in a different account. Sign out, then sign in with the email you used when you paid. Signing in with Google and signing in with a password are the same account only if they use the same email.

Sign out, then sign in with the address the email was sent to.

All four boxes under Before we start must be ticked, including the Terms.

You closed Stripe’s page before paying. Press the Pay button to try again.

Your bank is taking a little longer than usual. Wait a minute, then refresh the page. If it has not cleared in ten minutes, write to us and do not pay a second time.

Your internet connection dropped. Reconnect, then press the button again.

Make sure you are signed in with the email you paid with, then refresh. If it still asks, write to us with the email address you used. Do not pay again.

Gift codes look like RJV-XXXXXX. Check for a letter O typed as a zero, or the other way round.

Each code works once. Ask the person who gave it to you to check their account page, or write to us.

A gift code is for someone else. To make a second movie yourself, press Start a new Vision Movie on page 9.

Export your final movie on page 7 first. Then Give one away works.

Each voucher works once, for a year. You can still start at the full price, or ask your friend to write to us.

Use JPEG or PNG photos. If your iPhone photos are refused, send them to yourself by email or Messages first, which turns them into JPEG.

Press the × on a photo to take it out, then add the new one.

You need at least three photos. It is also dull while a draft is being made.

iPhones save photos as HEIC files, and Chrome, Edge and Firefox cannot open them. Save the photo as a JPEG first, or add it from Safari or straight from your phone, where it is converted for you. Any other file the browser cannot open gets the same message with its name.

The photo was fine but it did not reach us, usually because the connection dropped. Add it again.

Use clearer photos: good light, you alone, no sunglasses or hat, one of each distance. Then use Refine with Claude on page 3 to say what to change.

The image generators have their own safety rules, and they sometimes refuse a description. It is usually one word or idea. Try different words, avoid the names of famous people and brands, and avoid anything that could read as violent or revealing.

The generator refused the others. We show the ones that worked. If one of them is right, pick it and carry on.

One of your three shots was refused. Tell Claude what you were after, and it will find other words. Under Options for new drafts you can ask for just that shot.

We changed a few words in your description so that the generator would accept it. The list shows what was changed.

Something went wrong on our side or the generator’s. Press the button again. If it fails three times in a row, write to us.

Check your three picks on page 3 - every scene is made from them. Then regenerate the scene. A close or medium shot keeps a likeness better than a very wide one.

Open the studio in Safari or Chrome, or type your answers.

Your browser has been told not to let this site use the microphone. In Safari on a Mac: Safari → Settings for This Website → Microphone → Allow. In Chrome: tap the icon at the left of the address bar, then set Microphone to Allow. Then refresh.

Go to Settings → General → Keyboard and turn on Enable Dictation. Then come back and try again.

Your device has no microphone, or it is unplugged or switched off.

The speech service is busy or cannot be reached. Check your connection and try again in a minute, or type.

It should carry on by itself after a pause. If it has stopped, press Speak your answer again. Nothing you have said is lost.

The search runs on our side, so it needs your account. Sign in, then search.

A Vision Movie needs around 2 minutes 30 seconds of music. Choose a shorter version of the song.

There is a daily limit on searches and downloads. Try again tomorrow, or upload the file yourself on the middle tab.

The download did not finish in time. Press Use this track again. If the same song fails twice, choose another version of it.

Tick the box under the drop zone, then add your file.

Use an MP3 or M4A instead of a WAV - they are much smaller - or trim the track.

Use an MP3, M4A or WAV file. Songs bought long ago from iTunes may be protected and cannot be used.

Give it a moment and try again.

Only the preview failed. You can still choose the track.

The start point cannot be set for this file. To start later in the song, trim the file yourself and upload it again.

Three images: up to 5 minutes. One scene preview: about 40 seconds. Building a draft: up to 15 minutes. Exporting the final movie, with its final clips: about 10–15 minutes. A widescreen or 4K version: an hour or two.

The note on the scene counts the time. After 15 minutes it says it is slow. You can leave the page and come back - the work carries on at our end. If something has been waiting more than half an hour, write to us.

Yes. Images, videos, drafts and exports are made on our side, not in your browser. The one exception is the DaVinci Resolve download on page 7, which your own browser builds - keep that tab open.

You will see a message that begins “The … step failed”. Press the button again. If it fails again, write to us with the message.

Page 3 allows 12 drafts of ideal-self pictures. Pick your favourites from the drafts you have. Tap Earlier drafts to see them all.

Change the words and try a different idea, or use one of the images you have and move on.

Each movie can make 500 images, 80 previews and 30 final clips. Every Regenerate makes three images. To keep going, press the button in the message: US$5 adds 500 more images, and US$10 adds 100 more previews and 10 more final clips.

seven draft rounds are included. On page 7, Add 10 drafts gives you 10 more for US$10.

If you need more, write to us.

Every scene must be approved first. The note above the button says how many are left. Tap a bright tile to open that scene.

Drafts always do. The watermark goes when you press Export Final Movie on page 7.

Refresh the page and press Download again.

Any zip it left behind is empty - delete it. Press Download again and keep the tab open until it says Saved. Use a computer, not a phone, and make sure there is free space on the disk.

We have been told, and we will finish it and email you. There is nothing more to pay.

Only a finished movie can be shared. Press Export Final Movie on page 7.

That is how it works. Those places do not let us post for you. Upload the downloaded file there yourself.

The link may have been cut short when it was copied. Send it again with the Email a link button. A movie is also removed if its owner deletes their account.

This happens in private or incognito windows. Open the studio in an ordinary window and sign in.

We could not reach your account. Check your connection, then refresh.

Sign in on both with the same email. A movie made without signing in lives only in the browser it was made in.