Track your video, credits and downloads
Understand saved drafts, paid packs, processing states and returned credits so you know what to do next.
A saved draft is ready for your decision
Uploading a photo and continuing after sign-in creates a saved draft. It appears in My videos with its chosen resolution. Saving a draft does not start a generation or charge a payment method.
Open the draft to review the portrait, template and resolution. If you already have a matching paid pack, select it and use one credit. Otherwise, choose a pack and complete checkout. A 480p pack can only be used for a 480p draft; a 720p pack is used for a 720p draft.
Check that your payment became pack credits
After PayPal approval, return to the studio. If the pack page shows Confirm payment, complete that step. Once the payment is confirmed, the pack shows its available videos. Open My videos to find your saved draft and start generation with a credit.
If you completed payment but the pack still looks unpaid, keep the PayPal receipt and the pack reference. Contact support before making another payment for the same purchase. The receipt and reference help identify what happened without asking you to send card details or a password.
Read the generation state
Preparing means the studio is getting the portrait ready. Submitting means the request is being sent to the generator. Processing means the generator is working on the video. The order page refreshes active work periodically, and you can return through My videos after closing the page.
The 480p reference test took about seven minutes, but this is not a delivery deadline. Provider queues and individual tasks vary. If an order needs review, contact support with the order number; avoid repeatedly creating new orders while the first request is unresolved.
A failed job returns its video credit
If generation fails, the credit is returned to the original pack. The failed order shows the return, and the pack’s remaining count increases once. You can then create a fresh draft and try again with that available credit.
A successfully completed generation with an artistic detail you would like to change is a different case: a new version uses another credit. If the delivered file is corrupt, incomplete or materially different from the purchased specification, contact support so the delivery can be reviewed.
Download promptly and include the right details for support
Completed orders provide a player and a Download video button. Save the MP4 within 30 days. Downloads and source portraits belong to your signed-in account; use the same account you used when creating the order.
For help, include your order or pack reference, the visible status and a short description of what you expected to happen. If the issue is payment-related, include the payment reference. You can use the support form after signing in or the email address on the support page.
Ready for your own reveal?
Watch the full example, choose a portrait and review your pack before payment.
Upload my photo ↗