Troubleshooting

Video Generation Issues

📅 Last updated September 5, 2025 • ⏱️ 7 min read

🔧 Common Video Generation Problems

While WishBot maintains 99.9% system availability, occasionally you may encounter issues. Here's how to diagnose and resolve them quickly.

⏰ Video Taking Too Long

Normal Processing Times

  • 8-second videos: 5-10 minutes
  • 16-second videos: 8-12 minutes
  • 24+ second videos: 12-15 minutes
  • Peak hours: Add 5-10 minutes to above times
⚠️ When to Wait vs. Contact Support

Wait if: Under 30 minutes since confirmation
Contact support if: Over 45 minutes with no email notification

Troubleshooting Delayed Videos

  1. Check Your Email: Including spam/promotions folders
  2. Visit Member Dashboard: Check order status at /dashboard/video-orders
  3. Verify Order ID: Confirm your order was created (format: VID_YYYYMMDD_HHMMSS_XXXXXX)
  4. Check System Status: Visit our status page or social media

❌ Video Generation Failures

Common Failure Causes

  • API Overload: High demand periods causing timeouts
  • Content Restrictions: Prompts violating AI safety guidelines
  • Technical Errors: Server or processing pipeline issues
  • Asset Problems: Corrupted or incompatible uploaded files

Automatic Recovery Actions

  • Retry Logic: System automatically retries failed generations 3 times
  • Credit Protection: Credits refunded for confirmed system failures
  • Fallback Processing: Alternative processing routes during outages
  • Error Notifications: Email alerts for permanent failures
If your video fails: 1. Check email for failure notification 2. Note the specific error message 3. Contact support@wishbot.us with: - Order ID - Error description - Screenshots if applicable 4. Credit refund processed within 24 hours

🔄 Credit Deducted But No Video

Investigation Steps

  1. Confirm Order Creation: Check if order ID was provided after confirmation
  2. Email Check: Search all folders for delivery or failure notifications
  3. Dashboard Review: Look for order status in member area
  4. Wait Period: Allow up to 30 minutes for processing

Credit Recovery Process

  • Automatic Refunds: System failures trigger automatic credit restoration
  • Manual Review: Complex cases reviewed by support team
  • Documentation: Provide order ID and timeline for faster resolution
  • Timeline: Most refunds processed within 24 hours

📹 Video Quality Issues

Common Quality Problems

  • Blurry Output: Low resolution or compression artifacts
  • Audio Sync: Misaligned audio for longer videos
  • Logo Placement: Brand logos positioned incorrectly
  • Color Issues: Unexpected color shifts or saturation

Quality Improvement Tips

  • Detailed Descriptions: Provide specific visual requirements
  • High-Quality Assets: Upload logos and images in best resolution
  • Clear Instructions: Specify style, tone, and visual preferences
  • Platform Selection: Choose correct aspect ratio for intended use
✅ Quality Guarantee

If your video doesn't meet quality standards due to system issues, we'll regenerate it free of charge. Contact support with specific quality concerns.

🛠️ Advanced Troubleshooting

Asset Upload Issues

  • File Size: Ensure logos under 5MB, products under 10MB
  • Formats: Use PNG, JPG, SVG for logos; JPG, PNG, WEBP for products
  • Resolution: Minimum 400x400px for logos, 800x600px for products
  • Transparency: PNG format required for transparent logos

Chat Interface Problems

  • Session Timeouts: Restart chat if inactive for 30+ minutes
  • Field Updates: Use clear language when modifying requirements
  • Confirmation Issues: Say "yes" clearly to confirm video creation
  • Language Mixing: Consistent language improves AI understanding

📞 Getting Support

Before Contacting Support

  1. Try the troubleshooting steps above
  2. Gather relevant information (Order ID, error messages, screenshots)
  3. Check your email thoroughly (including spam folders)
  4. Note the exact time when issues occurred

Contact Information

  • Email: support@wishbot.us
  • Response Time: Within 24 hours for technical issues
  • Priority Support: Available for Pro plan subscribers
  • Include: Account email, order ID, detailed issue description
🎯 Quick Resolution Tips

• Be Specific: Detailed descriptions help faster diagnosis
• Include Screenshots: Visual evidence speeds up resolution
• Order ID Essential: Always include your video order ID
• Patience Helps: Complex issues may require investigation time

Most video generation issues resolve automatically or with simple troubleshooting. For persistent problems, our support team is ready to help restore your video creation experience quickly.