First of all, we are sorry - we know it’s less than ideal to have issues and not be able to get a hold of someone quickly. We aim to respond within 24 hours during business days (Monday to Friday).
Please reach out to us in the first instance so we can help.
However, if you need a solution on a quicker timeframe, here are some things you can try:
Videos Not Rendering / Not Starting to Render
1) Check your credit balance is sufficient
2) Press ‘Generate Videos’ / ‘Render All Videos’ again - you will not be double charged credits for videos in the same campaign
3) Wait at least 20 minutes
4) Duplicate your Campaign
3) Reuploading your pitch video / creating a fresh campaign
Test Video Taking a Long Time
1) Duplicate your Campaign & reupload leads
If when you recreate your campaign you end up paying 2x for credits, just let us know the amount in support, and we can reimburse these when back online.