FAQ
Quick answers to the most common questions.
Credits & billing
I signed up but my balance is zero. Verify your email — the 1,000 free credits are granted when you click the verification link, not at signup. Can't find the email? Click Resend email on Account → Profile. Google sign-ups get their credits immediately.
My balance dropped as soon as I clicked Generate. That's the credit hold — the estimated cost is reserved up front. For most generations the hold is the final charge; it comes back in full if the generation fails or you cancel it. See How credits work.
A generation failed. Where are my credits? Refunded automatically — the held credits go straight back to your balance. You can see it in the transaction history under Account → Billing → Historical Usage.
My unused credits disappeared at renewal. Subscription credits don't roll over; each period starts fresh at your plan's amount. Credits from top-up purchases never expire — see How credits work.
How do I upgrade or downgrade? Cancel your current plan — it stays active until the period ends — then subscribe to the new one once that period is over. You can't start a new plan while the current one is still active, and in-place switching isn't supported yet. See Manage your subscription.
When do I get a low-credit warning? When your balance drops below 150 credits, including when it reaches zero. You get one warning, by email and in the app, each time you run low; the next comes only after new credits arrive and you run low again. See Running out.
Why can't I buy a top-up? Top-ups require an active plan. Once you have one, you can buy a top-up at any balance — see Credit top-ups.
Generations
It says my queue is full, or that I have too many active generations. You're at your plan's concurrency limit (Free/Starter: 1, Pro: 2, Business: 3, Enterprise: 5). Wait for a running generation to finish or cancel one.
Can I close the tab while generating? Yes — generations run server-side and land in your history when done.
A generation has been spinning for a long time. Generations that time out waiting for the AI provider are failed automatically and refunded. In the Image Generator, Video Generator, Music Generator, Marketing Studio and the Moodboard tool, a generation that makes no progress for 30 minutes is failed and its credits are refunded, and it stops counting toward your concurrency limit. If one still seems stuck, refresh and check your history, then contact support.
Stories & files
What screenplay formats can I upload? PDF, DOCX, TXT or Fountain up to 2 MB in AI Studio (text PDFs, unencrypted); TXT or PDF — including scans — in Auteur. No direct FDX import yet; export to PDF first. See Uploading a screenplay.
Can I export my screenplay? AI Studio exports a professional PDF shot breakdown. Auteur exports a full editorial package with an EDL/FCPXML timeline. Images, videos, and music download individually from their tools.
Who pays when my collaborator generates something in my story? You do — collaborators and workspace members spend from the owner's balance. Owners can set per-member limits. See Team credits.
Access
How do I get into Auteur? It's in private beta — redeem an invite code on the dashboard's Auteur banner, or join the waitlist there.
Can I change my account email? Not currently. For account changes beyond what Profile offers — including deletion — contact support via Help & Support in the app.
Something else? Open a ticket from Help & Support in the app sidebar, or email hello@ehudai.com.