> ## Documentation Index
> Fetch the complete documentation index at: https://docs.percify.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Percify generation failed or stuck: causes and fixes
> Why a Percify generation fails, times out or looks stuck, what happens to your credits, and what to try before you contact support.
When a Percify generation fails, the usual causes are a rejected prompt or image, a busy model, or settings the model can't handle. In the Playground, Realtime video, Replicate a short and image generation, Percify returns the credits for a failed run automatically. A run that is still processing after 15 minutes is marked as timed out, and its credits come back too.
## What you see
| Message | What it means |
| ------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------ |
| **Prompt rejected by content moderation** or **Image rejected by content moderation** | Your prompt or reference image broke the content policy. This is checked before you're charged. |
| **Input was rejected by content moderation** | The model refused the input while it was running. |
| **The model is at capacity** | The model is busy. Retry shortly. |
| **The model hit an internal error at these settings** | That combination of settings failed on the model. Your credits were refunded. Try a different resolution or retry. |
| **Generation timed out** | The run didn't finish in time and was stopped. Your credits were refunded. |
| **Generation failed** | A general failure. Retry. |
| **Too many generations** | You started more than 60 runs in a minute. Wait for the number of seconds shown, then retry. |
| **Unsupported media format** | An audio or video input isn't an MP3, WAV or MP4 file |
| **Could not read the video duration** | Re-encode the video as a standard MP4 and upload it again |
## What happens to your credits?
Percify takes the credits when a run starts and gives them back if the run fails:
* **Playground and Realtime video:** a failed run is refunded. A run still processing after 15 minutes is stopped as **Generation timed out** and refunded. Runs with long audio or video inputs get extra time. Percify keeps checking runs in the background, so this happens even if you close the tab.
* **Replicate a short:** each clip is charged as it renders, and credits for clips that fail or don't finish are refunded.
* **Images and avatars:** a failed generation is refunded.
* **Voice generation (text to speech):** you're charged only when the audio is ready, so a failure costs nothing.
* **Talking videos in Clone Yourself:** if the job fails before rendering starts, the credits are refunded. If it fails after rendering has started, check your balance. If the credits didn't come back, email [support@percify.io](mailto:support@percify.io).
* **Refused before starting:** a generation refused for moderation or for [not enough credits](/troubleshooting/not-enough-credits) is never charged.
## It looks stuck. Is it still working?
Video can take a while. A talking video made from a long recording can take 10 minutes or more. Here's what to do:
1. **Leave it running.** You can close the page. A finished Clone Yourself video sends a notification (**Your talking avatar is ready**), and if you go back to the page, Percify picks the job up again.
2. **Check your videos.** Finished videos are saved to your library at [app.percify.io/home/videos](https://app.percify.io/home/videos) even if you closed the tab. Realtime video lists past runs under **History**.
3. **If the page says polling failed,** the job may still be running. Check your library again in a few minutes before you retry, so you don't pay twice.
## How to fix a failed generation
Use the table above. Moderation and format errors won't go away on retry, so change the input first.
**The model is at capacity** and **Generation failed** are often temporary. Wait a minute and run it again.
For **The model hit an internal error at these settings**, lower the resolution, shorten the duration or pick another model.
Use a JPG or PNG image, an MP3 or WAV audio file, or a standard MP4 video. If a recording is silent, Clone Yourself refuses it and asks you to check your microphone.
If the same generation keeps failing, or your credits didn't come back, email [support@percify.io](mailto:support@percify.io) with the tool, the time and the message you saw.
Content that breaks the policy is refused, and repeated or severe violations can get an account suspended. If you think a prompt or photo was rejected by mistake, tell support instead of trying variations.
## Related
What the credit refusal means and how to add credits.
File size limits and accepted formats.
Fix talking videos that look out of sync.
What each action costs.