Fixing problems

Try these in order:

• Signed up with Google? Click “Continue with Google”. Your account may have no password.
• Signed up with email and password? Confirm your email first: open Render's confirmation email (check spam), or try to sign in and click “Resend confirmation email”.
• Forgot the password? Click “Forgot password?” on the sign-in page.

Still stuck? Message us with the email you signed up with.

Render shows the plans when the account you're signed into has no plan or trial. Usually it's one of these:

• You signed in with a different email or Google account than the one you paid with. Each email is its own account. Click “Log out” and sign in the other way.
• Your plan or trial ended.
• Your trial still needs its card check.

Still stuck? Email support@tryrender.ai from the address you paid with.

If a reply takes too long, it stops with a short note and a “Try again” button. Press it; your words and photos stay in the chat. If the note says the AI is busy, wait a minute first.

If nothing moves, refresh the page. Your chat is saved, and anything being made keeps going. Anything stuck for about 45 minutes is cleared automatically and its credits come back.

Click “Download” at the top right of the editor, then “Download video”. Render builds the file and it downloads to your computer, so keep the editor open until it does. Downloading is free.

• “Your timeline is empty” means you need to add clips first.
• Finished but nothing downloaded? Press “Download again”.
• Images and graphics download as a PNG, with “Download image” or “Download graphic”.

You only pay for new AI content, and you see the price on the button first. Chatting, changing a plan before “Generate”, trims, text, captions and downloads are free.

• If a generation fails, its credits come back automatically.
• Redoing a shot costs credits again, like new footage.

If a result came out badly, message us. We can put credits back.

Use your web browser's zoom to make everything bigger: hold Ctrl (Cmd on a Mac) and press the + key. Ctrl or Cmd and 0 sets it back.

Render has one look, dark text on a white background. If something is still hard to read, tell us.