Troubleshooting
Messages you may see when starting a video
| Message | What to do |
|---|---|
| Insufficient credits – "You need X credits but only have Y" | Pick a shorter duration, a lower resolution or a cheaper model, or buy credits / upgrade under Billing. |
| This AI model is only available on Pro plans | Choose Seedance 1.5 Pro or P-Video, or upgrade to a Pro plan. |
| Rate limit exceeded. Maximum 10 (or 30) video generations per hour | The limit is 10 an hour on the Free plan and 30 on Pro plans. Wait until the hour window passes, then try again. |
| Missing required fields | Make sure a product, a start photo, a model and a duration are selected. |
| Selected model does not support end photo | Remove the end photo or switch to a model with end-photo support (see AI models). |
| You can only select up to 1 photo | The Free plan allows one photo per video; Pro plans allow three. |
| This AI model is temporarily unavailable | The model cannot be reached at the moment; nothing was charged. Choose another model or try again later. |
| Render the scene first, or choose "Keep the photo" | A scene preset is selected but not rendered yet. Click Render scene, or switch the Scene option back to Keep the photo. |
| Scene render failed. Credits have been refunded | The image model could not re-stage this photo. Try again, pick another preset or use another photo; the 4 credits were returned. |
| Too many scene renders. Maximum 20 per hour | Wait until the hour window passes, then render again. |
| Invalid parameters for this model | The chosen resolution, aspect ratio or duration is not offered by that model. The app normally prevents this; re-open the dialog and pick again. |
The video failed
A failed video shows Failed in the Videos list and a Video failed notification. The credits are refunded automatically to your one-time credits balance (so they do not expire with the monthly reset). Open the video with View: it explains what went wrong and what to do, with the AI provider's own message underneath as details.
Failures that are down to chance are retried for you: when the model's copyright filter blocks the soundtrack it generated itself, or the AI provider has a temporary problem, Vigenfy starts the same video again automatically, up to two more times. You only see Failed when those attempts did not succeed either; the dialog then shows how many retries were made.
Common causes:
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The soundtrack was blocked by the model's copyright filter – the music the AI composed resembled existing music too closely, three times in a row. Generate again, or turn off Generate Audio.
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"The input or output was flagged as sensitive … (E005)" – the model's safety filter refused the photo. Seedance 2.0 rejects photos that show a person (a model wearing the product, for example) even when nothing is wrong with them. Use a product-only photo, or switch to Kling 2.6, PixVerse v6 or Veo 3.1 Fast, which accept the same photo.
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The AI provider rejected the image for another reason (very small, unusual format). Try another photo of the product.
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A temporary problem at the AI provider that outlasted the automatic retries. Try again in a few minutes or choose another model.
If a video fails repeatedly for the same product, email the product name and the error message to info@vigenfy.com.
The video is stuck in Processing
Processing normally finishes within the typical wait listed for the model (up to about eight minutes for Seedance 2.0). Reload the page to refresh the status. If it stays in Processing much longer, contact support with the product name and the time you started it.
"Video unavailable" in the player
The stored video file could not be loaded. This usually means the video was deleted from storage; try Download or generate it again.
Add to product failed
The upload to Shopify's Files did not go through. Check that the app still has its permissions (reinstalling the app resets them) and try Add to product again from the video dialog.
The app shows the wrong language
Set Settings → Preferences → App language and save. The choice is stored on your store record, so it follows you across browsers.