Video problems
Fixes for videos where the product changed, the motion isn't smooth, the words are wrong, or a video won't generate.
On this page
Before you start
- Anyone on your store's team can do this.
- Plans: Growth and Pro (AI videos). Credits: Each redo uses one video from your plan; a scene redo uses 1 credit.
The product looks different
AI video sometimes changes a product slightly. Launch Desk checks the product in every part of the video and warns you. Always watch a video before posting. For a redo, write what should change in What should change in the next version? (like “keep the logo sharp”).
The product looks too big or small
The product’s size comes from its specs. Check there’s a Size spec on Review (like “1.25 inch (3.17 cm)”), then write the script again and make the video again. See Showing products at their real size.
It’s taking long
Lite takes up to about 2 minutes, Advanced 3, avatar videos about 3, and longer when the video service is busy. You can leave the page meanwhile.
If something goes wrong
⚠ Check this video before posting: the product may have changed.
Watch it. If you see the change too, Redo video; the points found are fixed in the script automatically.
Motion isn't smooth, or the avatar video has glitches
Use Redo with Advanced when it's offered, or redo only the flagged scene.
The voice says a word or number wrong
On Video scripts, ✎ Edit the words (write numbers as they should be said), save, then make the new video.
A caption word is spelled wrong
Fix it in the Captions box under the video and Save captions. This uses no credit.
The video service is too busy right now.
Nothing was charged for the failed part. Try again in a few minutes.
That's 10 video attempts in the last 24 hours, the most for one day.
Try again tomorrow, or upload your own video.
This video has used its redos.
Copy the script to make the video elsewhere and upload it, or skip the video and post the style image.
