Troubleshooting your Hotel Lobby AI video

Find the issue below to get back to creating. For account or generation problems, contact support with your task reference.

I cannot hear the video

Check the video player’s mute control and your device volume. Try playing the downloaded file in another player to distinguish a playback problem from a problem with the file. If audio is still missing, contact support with the task reference before generating again.

One face is wrong, or the people look mixed

Use one well-lit, unobstructed face per photo. Avoid group photos, severe profiles and very small faces. Check the two upload slots before starting, and use a clearer reference photo if a person is difficult to recognize.

The video is still rendering

Queue time and rendering time vary. Keep the progress tab open and avoid repeatedly pressing Generate: a second successful render has its own credit cost. If an error appears, record the task time and visible error for support. Never send passwords or payment-card details.

The movement does not match the original clip

Each video is a newly generated performance, so gestures and facial details can vary. Review the result before sharing. Contact support if the output has an obvious generation problem; include the task reference and a short description.

Which video pack should I choose?

Compare one-time credit packs and subscriptions on the pricing page. Packs do not renew; subscriptions deliver credits monthly and renew until canceled. The generator shows the credits required for your settings before you start.

Video help and common questions

Troubleshoot playback, photo uploads, processing and credits for your Hotel Lobby AI video. Find the right next step and contact support when needed.

What should I check if audio does not play?

Unmute the player, check device volume and try the downloaded file in another player. If the issue persists, send the task reference to support before generating again.

Can I try my first video for free?

Are credits charged for a failed render?

Credits are deducted before generation and returned if it fails. If you see a debit for a failed task, send the task reference to support. A completed result you dislike is not the same as a failed task; review the terms before generating again.

Can I reuse the original Hotel Lobby soundtrack?

Reference mode follows the source performance and restores the same clip’s original soundtrack. Freestyle mode has no audio.

What should I send to support?

Send the task reference if available, the approximate time, selected duration and resolution, and the error shown on screen. Do not send your password, full payment details or unnecessary face photos.