Troubleshoot uploads, recording, and generation
Start troubleshooting from the place where the problem appears: avatar detail for avatar images, Voices for a clone, Projects for a generation, and Billing or Usage for credits and entitlements. Avoid repeatedly submitting the same failing input; first identify the visible error or status and correct the likely cause.
A photo will not upload or does not make a good avatar
Keep the image within the 10 MB limit. Use a normal PNG or JPG when creating an avatar.
Choose a photo with a clear, unobstructed face, even lighting, and a clean background.
If a browser camera cannot open, check whether the device has a camera, another app is using it, or browser and operating-system camera permissions are blocked.
For an additional avatar look, use the avatar detail page's upload action and apply the same 10 MB limit.
The microphone or recording does not work
Allow microphone permission in the browser and, if necessary, the operating system.
Choose the desired microphone from the selector when more than one input is available.
Close applications that may have exclusive use of the microphone, then reload the page and try again.
Use Upload instead if you have a valid WAV, MP3, or M4A sample and can provide the exact spoken text.
A voice clone is rejected, poor, or not ready
Multilingual samples must be no longer than 10 seconds; single-voice samples must be 15–25 seconds. Do not interchange those requirements.
For upload, provide the exact speech transcript. Do not use a title, summary, or a different script.
Use one clean speaker in a quiet room. Replace audio with music, echo, multiple speakers, heavy effects, or extreme delivery.
Wait for status Ready before relying on a voice in a production project. A failed clone should be recreated from corrected source audio.
Generate is disabled or the project will not start
Ensure a project name, at least one non-empty script segment, and a voice are selected. Video also requires an avatar and an allowed resolution.
Check every segment length: video allows 100 characters per segment and audio allows 600. Use Auto split to repair long text.
Choose a voice sample whose language matches the script.
Check the live estimate, credit balance, and plan entitlements. Insufficient credits and unavailable resolution options prevent generation.
A project stays pending, is processing, or fails
Pending and Processing are normal in-flight states. The list and preview pages refresh active projects automatically; allow time for the state to change.
Completed projects can be previewed and downloaded. If preview is unavailable, confirm the project has reached Completed rather than Draft or Failed.
Use Retry only after a project is marked Failed. Before retrying, correct changed inputs such as a missing asset, wrong language, overlong segment, unavailable plan option, or low credit balance.
If a failure persists after correcting the visible cause, keep the project ID and error/status details for support rather than creating many duplicate retries.
Before contacting support
Collect the project, avatar, or voice ID from its actions menu; the exact time of the problem; the status or error message; and non-sensitive details about the browser, device permissions, file format, duration, and size. Never send a password, full API key, webhook secret, or a private source file unless a verified support process explicitly requires it.