TROUBLESHOOTING
How to fix an I Love The Smiths AI video that is not working
DIRECT ANSWER
The short answer
First identify whether the problem happens before upload, during generation or in the finished video. For a blank preview, try a smaller JPG with one clear face. For reversed characters, reassign Listener and Speaker. For a live job, check its existing status before retrying so you do not create duplicate paid renders.
Why is the photo preview blank or rejected?
Check the file type and size first. The picker accepts JPG, PNG, WebP, HEIC and HEIF files up to 20 MB, but HEIC decoding is not consistent across browsers. Export a JPG copy, keep it below the limit and try that file once.
If the picker does nothing, refresh the page and test in a current browser. Do not keep converting or uploading a sensitive original to unfamiliar third-party sites; use a trusted on-device export option when possible.
Why can I not start the generation?
The generate button becomes available after you add both required photos and confirm that you are 18 or older and have permission to animate both adults. Sign in when prompted and make sure your account has enough credits for the scene.
If all requirements are complete but the request still does not start, refresh once and try again. A service or configuration error should not charge a new generation; if your balance and job history disagree, keep the job details and contact support.
Why are the Listener and Speaker reversed?
Role assignment is positional. Put the headphone listener in the Listener slot and the person who starts the exchange in the Speaker slot. File names, gender or the order in which photos were taken do not determine the role.
If a render still swaps identities after the inputs are correct, do not present it as an accurate result. Save the job identifier and contact support before purchasing or submitting repeated attempts.
Why does the generated face not match the photo?
Poor identity retention can come from a tiny face, side profile, obstruction, heavy filter, blur or large visual differences between the two sources. Replace only the weaker portrait first so you can tell whether the source image was the cause.
Even strong photos cannot guarantee an exact likeness. Generative video may alter eyes, teeth, hair, jaw shape or expressions between frames. Treat the result as synthetic media and reject any clip that could mislead or embarrass the subject.
What should you do if a live render is stuck or fails?
Check the existing job status and account record before starting another job. Processing time varies, and repeated submissions can create separate paid renders rather than speeding up the first one.
- Keep the job or receipt identifier and note the approximate submission time.
- Refresh the account status once rather than opening several generation tabs.
- Check whether the job is queued, submitted, completed, failed or canceled.
- Use the published support channel if the state and credit settlement disagree.
- Do not assume every failed-looking page means the provider never accepted the render.
Why is there no download button?
The download button appears after the job reaches its completed state and the MP4 has been stored. If the job is still queued or processing, leave the page open or return later. If it says completed but has no playable output, keep the job ID and contact support instead of submitting a duplicate render.