Troubleshooting

Most issues have a simple fix. Find your situation below.

My reel is stuck or taking a long time

Reels usually finish within an hour, and they render in the background.

• You can safely close the page, the status keeps updating and we'll notify you when it's ready.
• If it's been much longer than usual, refresh My Reels to see the latest status.
• A reel moves through clear stages, selecting shots, rendering, then adding music, so if it's still progressing, it's working as intended.

My reel failed

It happens occasionally, and you're protected when it does.

• The credit is automatically refunded to your balance, you're never charged for a reel that didn't finish.
• Just order it again. If you uploaded photos, you may need to re-add them, then place the order.
• If the same reel fails repeatedly, try a slightly different set of photos, sometimes a problematic image is the cause.

Some of my photos were skipped

This is normal and intentional. We set aside photos that don't work well in motion:

• Floor plans and maps
• Graphics, logos or text overlays
• Scenery-only shots with no sense of the space
• Photos with people in them

You'll see a summary of how many photos were kept, and you can expand the skipped ones to see why. If too many were skipped, upload a few more bright, clutter-free, varied shots of the space and we'll have more to work with.

The Airbnb import didn't work

If a listing or profile import fails:

• Check the link format. A listing should look like airbnb.com/rooms/…, and a host profile like airbnb.com/users/profile/….
• Make sure the listing is public and the link opens in a normal browser.
• Imports usually take 10 to 20 seconds, keep the window open while it works.
• Try again, occasional hiccups clear up on a second attempt.
• Still no luck? Upload your photos manually instead, it works just as well.

I didn't get the sign-in email

Magic links arrive within a minute or two.

• Check your spam or junk folder.
• Confirm you entered the right email address.
• Request a new link, and always click the most recent email (links are one-time use and expire).
• Add our sending address to your contacts so future emails land in your inbox.

I'm out of credits

If you can't start a reel, you may be out of credits for that length.

• Each length needs its own credit type. Pick a length you have credits for, or get more.
• Use Get credits or the Billing page to buy a one-off video or subscribe to a monthly plan. New credits are available in the wizard right away.
• See Credits explained for how the types work.

The download or share button didn't work

• Try again, the occasional first attempt doesn't go through.
• If Share isn't supported in your browser, use Download and post the file manually.
• Your reel always stays in My Reels, so you can come back and download it again any time.

Still stuck?

If none of this solves it, reach out from inside the app. For a problem with a specific reel, the in-app feedback option is fastest, it tells our team exactly which reel you mean. </content>