Why can’t I create a video?

If you can’t create a video, the issue may be related to your subscription status, credit balance, billing renewal, or the content you’re trying to generate.

Hypernatural uses credits for generation actions, including images, narration, animations, edits, and other advanced generation features. If you don’t have enough credits, or if your subscription is not active, you may not be able to continue generating content.

Do I need an active subscription?

Yes. Hypernatural is available with a paid subscription. You need an active subscription to generate and edit content that uses credits.

If your subscription is cancelled, expired, or inactive, you may still be able to log in and view your account, but you won’t be able to generate new content that requires credits until you start or reactivate a subscription.

What should I check first?

Start by checking your subscription and credit status.

1. Confirm that you’re logged in with the email address associated with your subscription.

2. Check that your subscription is active.

3. Check your current credit balance in the app.

4. Confirm that your most recent subscription payment was successful.

5. Check whether any subscription credits expired at the end of your billing period.

What happens if I run out of credits?

If you run out of credits, you won’t be able to generate additional content that requires credits until more credits are available.

To continue creating, you can:

• purchase additional credits with an active subscription

• upgrade to a plan with more included credits

• wait until your subscription renews and your new subscription credits are added

Subscription credits refresh when your subscription renews successfully.

Why didn’t my credits roll over?

Subscription credits do not roll over. Any unused subscription credits expire at the end of each billing period.

• Monthly subscription credits expire at the end of the monthly billing period.

• Annual subscription credits expire at the end of the annual billing period.

Purchased add-on credits do not expire, but you need an active subscription to use them.

Why can’t I use my purchased add-on credits?

Purchased add-on credits do not expire, but they require an active subscription to use.

If your subscription is cancelled, expired, or inactive, you won’t be able to use purchased add-on credits until you start or reactivate a paid subscription.

Why can’t I use a specific feature?

Some generation actions require credits or may use more credits depending on the selected model or feature.

Credit usage can depend on:

• narration type

• narration length

• number of generated images

• selected image model

• animation

• selected animation model

• image edits or regenerations

• other advanced generation features

If a generation action fails, try simplifying the request, reducing the number of scenes, using a lower-cost model, or using Image First mode so you can choose which scenes to animate.

What if my payment failed?

If your most recent payment failed, your subscription may become inactive and your credits may not refresh.

Update your payment method from Profile & Subscriptions and make sure your billing information is current.

Once your payment is processed successfully, your subscription and credits should update.

What if I still can’t create a video?

If you still can’t create a video after checking your subscription, billing status, and credits, contact us at help@hypernatural.ai. Please include:

• the email address on your Hypernatural account

• what you were trying to create

• any error message you saw

• whether you were using web or mobile

We’re a small team, but we aim to respond within 5 business days.