If a Popstar AI render fails, check whether it is still processing and whether a completed clip appears before submitting another job. Then verify your credit balance. If the render did not deliver a video but credits appear to have been charged, contact support with the job details.
| What you see | Category | First check |
|---|---|---|
| Job still processing | Delayed render | Check status before starting another job |
| Completed clip, distorted face | Output quality | Review the portrait and face-distortion guidance |
| Job stopped with no video | Render issue | Save the job time and selected tier for support |
| Credits deducted, no completed output | Account/job issue | Verify balance and contact support before retrying |
Check status before retrying
Allow the current job to finish if it is still processing. Refresh the page once and inspect the account or job history if available. Avoid starting several identical renders while the first may still be active.
Confirm the image and selected tier
Check that the uploaded portrait appeared in the preview and the selected tier was intentional. A completed clip with a distorted face is an output-quality issue; a stopped job or missing file is a render issue. For portrait-related distortion, first review the photo selection guidance.
For a quality issue, inspect whether the source is one clear human portrait with visible face, a near-front angle, head and shoulders in view, and even light. For an operational issue, note whether the preview loaded and the status shown. These details help distinguish image quality from missing output without assuming an undocumented file-format or device requirement.
Check credits and current rates
The configured price is 45 credits at 480P, 90 at 720P, and 180 at 1080P. Check your balance and the live pricing page before retrying. Do not assume a second attempt is free unless the account balance and current policy confirm it.
Contact support with relevant details
Use the Popstar AI contact page. Include your account email, approximate render time, output tier, and what happened. Never send your password or full payment-card details. Support can review the job and clarify next steps.
Include whether a video appeared and whether the displayed balance changed. Quote any error message. A screenshot may help, but remove unrelated personal or payment information. Never send authentication codes. Contact support before repeating a charge-sensitive attempt if the first result is uncertain.
Once a clip is delivered, watch it through before sharing and identify it as AI-generated when viewers might otherwise mistake it for genuine footage.