If a photo will not upload
Check the format and file size first: JPG, PNG, WebP or HEIC, up to 12 MB. Try the original photo rather than a renamed file. If a HEIC image cannot be prepared, export a JPG on your phone and upload that copy. Keep the subject clear and use one adult in the photo.
If the iPhone QR link stops working
The link expires after 10 minutes and accepts one photo. Generate a new code on the computer, scan it again and keep both pages open until the phone says the photo was sent. For a local preview, the phone and computer must be on the same Wi-Fi.
If generation is waiting, failed or unavailable
Open My videos and check the job status before trying again. A queue means the job is still waiting. Failed generation returns its video credit to your account. If the page says generation is opening soon, uploading works but paid generation is not available yet.
If the video has no sound or looks distorted
Reference previews may start muted; use the player’s sound control. For a downloaded file, check the player volume and try opening the MP4 in another player. Face or hand distortion is a different issue: try a clearer photo, allow room for gestures, and review the new result before sharing.