If a Burning Bridges AI render appears to fail, first determine whether it is still processing, completed, or marked failed, then check whether a video and credit change appear in your account. Avoid repeated submissions while the original job may still be active. Record what you observe and contact support if the job is failed or credits appear to have been charged without a delivered clip.
| What you observe | How to classify it | Next step |
|---|---|---|
| Job remains in progress | Status not yet conclusive | Refresh once and check the job/account history |
| Completed video, but face looks unstable | Output-quality issue | Review the portrait using the face guide |
| Job explicitly failed or no output is available | Possible render issue | Record the job details and contact support |
| Credits changed without a completed clip | Billing/job question | Include the balance change and approximate time in your request |
Confirm the job state before retrying
Refresh the page once, then review any job history or account area available to you. Distinguish a job still processing from one that has stopped or been marked failed. Do not assume that waiting a particular number of minutes guarantees completion: no render-time guarantee is established here. Likewise, do not repeatedly start identical jobs just to see whether one finishes, since that can make it harder to identify which attempt is associated with a charge or output.
Separate image quality from a technical failure
If a video exists but the face looks different from the portrait, the render produced an output; investigate the source image instead of reporting the issue as a missing render. A near-front human portrait with the face and shoulders visible and even lighting is the recommended starting point. See the portrait troubleshooting guide.
If there is no delivered video, the job is explicitly failed, or the account status is unclear, collect the information before making another attempt. The configured generation costs are 50 credits at 480P, 100 at 720P, and 200 at 1080P. Verify the live pricing page, and compare the displayed balance with the job you are asking about; do not assume how a pending or failed job is charged.
Contact support with a useful report
Use the contact page. Include the account email, approximate time of the attempt, selected resolution tier, visible job status, whether a video was delivered, and the credit change you observed. A concise sequence of events helps distinguish a delayed job from a missing output or account discrepancy. Never include your password or full payment-card details.
Wait for the job state to become clear before submitting another generation. If support confirms that the clip completed, assess its visual quality separately from the render-status question.