My video is still processing
Know what to check while your tour or an individual scene is being prepared.
In this guide
Check what is still working
A tour can involve several stages: preparing scenes, generating optional effects or audio, and assembling the finished video. A finished thumbnail or scene does not mean the full video is ready yet. Processing time varies with the work requested.
How long should you allow?
Allow several minutes for a tour rather than expecting an instant download. More generated scenes, a presenter or a separate reel can add time. The status in your own project is the best guide to what remains.
For planning, these are examples from the slower end of recently measured work. They are not average completion times or a guaranteed maximum, and the reel sample is small. Uploading, waiting for other parts and applying later edits can add time.
| Work | Slower examples in the measured sample |
|---|---|
| Preparing a tour | About 14 minutes |
| Assembling a finished video | About 9 minutes |
| Preparing a reel | About 34 minutes |
If nothing has changed for a long time
If your project has shown no progress for around 45 minutes, reopen it and check the status. If it is still stuck, contact support with the project link and start time. You do not need to wait longer before reporting it.
The app checks overdue generation stages and returns outstanding AI-credit charges when a charged attempt is marked failed or abandoned. Different stages have different time limits: the clock is not a promise that every video fails or every credit returns at exactly the same minute.
If the preview offers a relaunch action for the final video, follow that action for the existing project. Do not create a duplicate tour or regenerate all of its scenes just to refresh the preview.
What “ready” means for each part
- A photo or short scene can finish before the full tour.
- A voiceover can be ready while its match to the scenes is still being prepared.
- The finished tour is ready to review when its full video preview is available.
- A reel or social post may still be processing separately from the tour.
Match your next step to the stage
- Scenes or effects still preparing: allow those items to finish before applying the full tour.
- Voiceover aligning: the audio is being matched to scenes; wait for the alignment status to complete.
- Full video preparing: return to the same project later and check the main preview.
- A failed stage: read its message and use the specific retry or recovery action offered.
- 1Wait for alignment to finish before applying the video.
What to do next
- Read the status shown in the editor.
- Return through My videos to check the same project.
- If a specific action reports an error, read it and use an offered retry only when appropriate.
- If progress appears stuck or an error persists, contact support with the video link and the action you started.
Return to the same project
- Keep the video’s editor link or remember its property name.
- Open My videos and find that project rather than creating a duplicate.
- Check the current message and play the full preview when ready.
- If a recent edit is still absent, check Changes not applied and complete the remaining update.
- 1Search the videos currently loaded in your library.
- 2Switch between tours and reels.
After it finishes
Watch the result and check that all the expected scenes and audio are present. If you made edits while waiting, check whether they still need to be applied.
Make a stalled-progress report useful
Tell support which stage is shown, when you started it and whether the message has changed. Include the project link and a screenshot of the status. A single scene finishing is not evidence that the whole video has finished.