When something goes wrong in Motion
The most common problems in Motion, the cause of each one and what to do. In almost all of them, the credits for an operation that failed go back to your balance on their own.
The download link no longer opens
Download links last 1 hour. After that the browser shows an access error, but the file is still stored. Open Exports in the editor and use Get new links: it costs nothing and does not render again.
If Motion says the file can no longer be downloaded, export it again.
The piece did not work
The library shows "It did not work, the credits came back" and the piece's screen explains why. The most common reasons:
- the AI service did not answer in time: trying again usually works;
- the piece did not pass the automatic check, which checks prices, texts and timing: try again, every generation comes out different, and a more direct request helps;
- the piece needed more work than its price covers: try again with a shorter length or another model;
- an item changed or left the list: check the chosen items.
Try again reuses the request, so you do not have to write it all again. Change the request goes back to the form. A piece that sits without progressing for a long time is also stopped and refunded.
"Too many attempts failed today"
Motion refunds up to 3 failed builds or adjustments every 24 hours. After that, it stops accepting new pieces and adjustments for a while, so that a fourth failure does not cost you credits. Editing fields, exporting and generating media keep working. If you need it sooner, contact support.
"Two pieces are already being made"
An account builds up to two pieces at the same time and generates up to three media items at the same time. Wait for one to finish and ask again.
An image, video or soundtrack did not come out
Its spot keeps the placeholder background and the credits come back. In the editor's notice, See and try again generates it again. A soundtrack that fails costs nothing.
The export failed
That file's credits come back. Try again. If the same format of the same version fails three times in 24 hours, Motion stops trying that file until the next day and suggests contacting support.
The downloaded file does not have my latest change
A file always belongs to one version. If you edited after exporting, the piece shows as "Exported in v3" (or whichever version it is) and the editor offers to export the new version. Save before exporting: unsaved changes do not go in.
The chat adjustment did not change anything
If the result did not pass the automatic check, the current version is kept and the credits come back. Try a more specific request or select the scene before asking.
The price read from the site does not appear in the piece
Prices read from the site have to be checked first. Open What you offer in the brand and confirm each price in Check price.
The site was not read
If Motion cannot open the site, or brings back only part of the brand, it says what was missing. Fill in the rest by hand.
The reference video was not read
Check that the link is public and that the video is up to 90 seconds and up to 150 MB. If that does not work, download the video and use Upload video. The credits for the reading that failed come back.
Instagram or TikTok muted my video
This happens with copyrighted music. The soundtrack Motion generates is made for the piece. If you uploaded music of your own, only use music licensed for commercial use, or go back to the generated soundtrack.
Motion shows as locked
Motion is part of the paid plans, from Starter up. If your account is paid and it still shows as locked, reload the page and check in Billing that the subscription is active.
"This model is not available on your plan"
The AI models on offer depend on the plan. Choose another one from the AI model list.