Do I get my credits back if a project fails?

Yes. When a project fails, every credit it charged comes back to your balance automatically. You do not need to contact support.

How do I know a project failed?

On your Home page the project's thumbnail reads Couldn't make clips and Your credits are back. The project page says why, in a sentence:

• The video itself can't be used (only in low quality, private, a format we can't use yet, no sound): the page says so and offers Upload your video instead where a file would help, or Try another video.
• The video's site didn't let us download it: we try again on our side, and you can Upload your video instead in the meantime.
• Something on our side held it up: there's nothing you need to do. We'll run it again for you and email you when your clips are ready.

How do I see the refund?

Click your name at the bottom of the sidebar and choose Profile. The History list shows a Refunded, processing failed row for the full amount the project charged, including any correction made after Auk Video measured the video. Your balance already includes it.

What if the project says Auk Video is on it?

When something on our side stops a project (not your video, and not the site it came from), the project does not fail. It waits while we fix the problem, and Auk Video runs it again on its own. Your Home page shows We're on it on its thumbnail, and you don't need to do anything.

• Its credits stay on hold for that video while it waits.
• When the clips are ready, we email you.
• If we still can't finish it, its credits come back to your balance automatically, and we email you to say so. We keep trying for up to a day. The project then says we're sorry and offers Try again, which charges its credits again.

Is "No clips this time" refunded?

No. The project finished, but no moment in the video scored well enough to become a clip. The video was processed, so its credits are kept.

A clip tile that reads Download failed is not a failed project either: only preparing that clip's video file failed. Downloading it again is free.

What if I try again?

• When we run a project again for you, it picks up where it stopped. The failed run's credits came back to you, so the new run charges them again, and refunds them again if it fails again.
• Upload your video instead is charged like a new video.
• Starting the same video as a new project is charged like any new video, and refunded again if it also fails.