Frequently asked questions

Why is my generated video still opaque?

The raw generated video and MP4 clip are opaque. Alpha Key can use a temporary colored background during generation; choose an eligible transparent export instead. A painted checkerboard does not count as input alpha. See transparent animation.

I can play the video. Where are my PNGs?

Preview generation and export are separate. Select a range, open Export, choose formats, and start the export. Completed assets appear under Exports for current clip. Follow trim and export.

Why is a format locked when I have credits?

Balance and entitlement are separate. Advanced web exports require paid entitlement. API/MCP access requires a verified account, while generation requires enough credits and subscriptions raise limits. Check credits and access.

Is the result guaranteed to form a seamless loop?

No. Select an interval with compatible start/end poses and inspect it repeatedly. Trimming does not repair an inconsistent generated motion or clipped subject. Prefer a simple fixed-camera prompt and leave space around the input subject.

An API request timed out. Should I send it again?

Recover the original operation using the same saved idempotency key and unchanged payload. If you have a task ID, poll it. Do not create a new logical request until you understand whether the previous one was accepted. See errors and retries.

The task failed but has outputs. Can I use them?

Yes, inspect each returned asset. A later export failure can leave a usable generated video. Download the available outputs and report the incomplete stage; do not assume the entire request succeeded. See polling and downloads.

Why did my download link stop working?

Signed links expire. Refresh the result in the Studio, or obtain fresh asset metadata through the API. Save files privately instead of treating signed URLs as permanent links. Storage and retention rules still apply.

Can I give an AI my local file path?

A remote MCP server cannot read it. The client must transfer actual bytes through the upload bridge, use an allowed public HTTPS image, or send permitted Base64. The official MCP is live in public beta; follow client setup and the MCP workflow.

Does a quote reserve the price?

Public API quotes are estimates evaluated again on create; they do not return a lock token. MCP uses a short-lived quote and/or a per-operation maximum as a spending guard. Do not confuse these two contracts.

What should I send support?

Include the public request ID or job ID, approximate time, error code, and a concise description of what you expected. Redact keys, tokens, private images/prompts, and signed URLs. Contact support.

If the issue concerns a generated image or animation quality, describe the symptom without attaching private material unless you intentionally choose to share it through a suitable support channel.

Continue by the failing stage

• Uploads and generation: files, Alpha, model options, queues, and partial results.
• Editing, export, and transparency: save conflicts, format entitlement, encoding, and engine display.
• API and MCP connections: OAuth, scopes, quote guards, and uncertain requests.
• Storage cleanup: quota, dependencies, deletion, and restoration.

An unknown task result is not a reason to switch accounts or credentials and generate again. Check the original operation and available outputs first.