Match your task status to the next step
Before starting a new upload on the AI Rumpelstiltskin tool, match what you see to the appropriate action:
| Situation or status | What it means | Recommended action |
|---|---|---|
| Generation not open | The scene or frame option is not active before sign-in or while the page finishes loading. | Wait for the page to finish loading, sign in, and check generation is available before paying or uploading. |
| Upload rejected | A photo failed format, size, or content checks before credit deduction. | Upload a clear JPEG, PNG, or WebP under 10 MB of one consenting adult; see photo requirements. |
| Insufficient balance | Your account lacks the 10 credits (6s) or 20 credits (13s) needed. | Sign in and arrange credits first, because leaving the page clears selected photos. |
| Pending or processing | Your task is moving through checks, rendering, or audio assembly. | Wait and reopen the saved task from your account instead of resubmitting. |
| Review required | An automated check returned an uncertain result under our service terms. | Leave the task intact while under review; this hold is not a confirmed failure. |
| Confirmed failed | The task stopped after credit deduction and will not produce a video. | Verify that your spent generation credits were returned once, then try a fresh upload. |
| Completed, download fails | The MP4 finished rendering, but the file did not save locally. | Open My videos in the same account and reopen the completed task to download your MP4. |
Reopen existing tasks and save details for support
As outlined in our creation workflow, always reopen an existing task from your account list before submitting another. Reopening checks your current job, whereas submitting the upload form again starts a separate paid task.
If a confirmed failure does not return your credits or a task stays stuck under review, keep your task ID, account email, and any payment reference for support under our refund policy. Never send passwords or full card details.