Troubleshooting

Credits auto-refund within a second of any failure — check the header pill. Common causes, in order of frequency:

• Prompt tripped our moderation filter. We show a generic 'flagged' message without the specific keyword; rewrite without real-person names or content that mimics our Acceptable Use Policy's prohibited categories.
• Reference image too large. We cap at 8 MB per reference — re-export at a sane resolution before uploading.
• Upstream timeout. Seedance occasionally stalls; just regenerate. Repeated timeouts on the same prompt usually mean the prompt is ambiguous — try enhance.
• Plan mode mismatch. Starter restricts the modes you can use; the composer greys out what's unavailable before you click Generate.

If your last invoice failed, you'll see a banner at the top of /app with a link into Stripe's Billing Portal. Retry the payment method or add a new card there; clipt processes the webhook within seconds of Stripe marking the invoice paid, and generation unlocks automatically.

Viewing past work remains available while an account is past-due — only paid actions (generation, voiceover, assembly) are blocked.

The Seedance clip is rendered at the aspect you selected in the composer. If the assembled render looks pillarboxed, the Project's export preset doesn't match. Open the project, check the preset dropdown (9:16 TikTok/Reels, 1:1 Feed, 16:9 YouTube), and re-render.

Pro tip: assembling at a different aspect than your source clips is supported — we pad or crop to match — but the output is always at least a little lossy. Generate in the target aspect when you can.

Check the feed on the right side of /app. It reads from the database and goes back as far as your account. If you're missing clips from before April 12, 2026 — that's our server-side snapshot cut-over date. Anything before that lived only on the BytePlus CDN and has likely expired. We're sorry. Moving snapshots server-side was the first thing we fixed in Phase 10.

Email support@clipt.ai with the request ID shown on the error screen (it starts with req_). A real person reads every message.