Troubleshooting
Fixes for the common problems. A song that won't upload, a step that seems stuck, a video that looks wrong, and credit questions.
Last updated
Your song won't upload
- Check the format. MP3, WAV, M4A, AAC, OGG or FLAC.
- Check the size. Up to 50 MB. Export a lower bitrate MP3 if yours is bigger.
- Try again on a steady connection. Large WAV files take a while on slow Wi-Fi.
- Keep going with a demo song while you sort your file out.
A step seems stuck
- Give it a minute. Writing the plan and drawing keyframes take a little while; rendering takes several minutes.
- Reload the page. Your project is saved as it goes, so a reload brings you back to where you were.
- Nothing is lost. Keyframes and videos save as they're made, and a generation that fails isn't charged.
If a step is still stuck after a reload, contact us with the project link.
The video looks wrong
Fix it before you render, while it's cheap.
- One shot is off. Change that shot's description and redraw its keyframe.
- The person changes between shots. Add a clear, front-facing photo of them as a character.
- The whole look is off. Change the words that describe the light, colour and place, then redraw. See Getting a style you'll love.
- It doesn't match what you pictured. Say it more specifically. See Writing a brief that works.
Credits
- Your balance looks wrong. Check the billing page for your current balance and purchases.
- You don't have enough credits. Every paid button tells you the exact price first. Buy a pack on the pricing page (Pro subscribers can also top up on the billing page). See Packs and plans.
- You paid but can't get in. Go to melodious.ai/recover and enter the email you paid with. See Buying without an account.
Still stuck?
Contact us. A screenshot and the page link help us most.
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