Checking on a video that's still generating

Generation happens in the background, so it's normal for your assistant to say a video is still working. If you ask again in a minute or two, it'll tell you when it's ready — there's nothing you need to do while it's in progress.

If something's taking much longer than usual, ask your assistant to check again before assuming it's stuck. Complex videos with several shots or animation naturally take longer than a single still image.

What it costs

Generating through MCP draws from the same credit balance as the app — see How credits work in Hypernatural for the full breakdown of what costs credits and how much. A few things worth knowing specifically for MCP:

• Browsing your library and checking on a video's status is always free

• Choosing a "Fast" tier model instead of "Best" costs less, the same tradeoff as in the app

• The same Image First vs. Auto-Animate tradeoff applies — ask your assistant which mode a video is using if you want more control over animation spend

If a generation fails

You don't need to do anything — credits are refunded to your balance automatically once the failure is detected, the same as in the app. There's no manual refund request needed.

If you run out of credits mid-conversation

Your assistant will tell you your balance is too low to continue, rather than letting the request fail silently. From there:

• Purchase additional credits if you have an active subscription

• Upgrade to a plan with a higher credit allowance

• Wait until your subscription renews

See What happens if I run out of credits? for the full rules on subscription vs. purchased credits.

Common issues

Your assistant says a character, product, or logo wasn't found.

The @Name you used doesn't match anything saved in your library yet. Create it first — see Control your video with ingredients — then ask again using the same name.

Your assistant can't make a specific change and tells you to open the app.

Some decisions are easier to make by looking at the timeline than by describing them in words — picking between similar reference images, or fine-tuning something visual. This is expected behavior, not an error.

Your assistant can't connect, or says the connection expired.

Reconnect from your assistant's connector settings — you'll be asked to sign in and approve access again. If you've changed your Hypernatural password recently, this is the most common cause.

You don't see a video that you know you created.

Check that your assistant is looking at the right team — MCP shows whichever team's data your connection is scoped to. If your account belongs to multiple teams, ask your assistant to specify one.

Still stuck?

Email us at help@hypernatural.ai with:

• The email address on your Hypernatural account

• What you asked your assistant to do

• Any error message you saw

• Which AI assistant you were using (Claude, ChatGPT, Cursor, etc.)

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