A photo will not upload
Check that the image is JPG, PNG or WebP and no larger than 10 MB. HEIC images need to be exported or saved as JPG first. The image must be at least 128 pixels wide and tall.
If a replacement is rejected, the previous valid photo stays in its slot. Try another file; you do not need to rebuild the entire cast.
Find your saved photos
Open the video maker in the same browser and device, then choose My workspace. Five people and Solo keep separate photos, so switch back to the mode you used.
If browser storage is blocked, allow storage for this site and reload. Photos cannot be recovered after site data is deleted, or after a private browsing session ends.
Resume an order
Use the browser where checkout began. A saved order opens when you return; it is also available from My workspace. The order review shows its original cast and settings, even if you have since edited your draft.
Use Refresh payment status to check the provider result. A return from the payment page alone is not payment confirmation. Do not start a second payment while the first is still being checked.
Payment or delivery questions
For a duplicate charge, a completed payment without a delivered video, or a charge you do not recognise, contact us with the order reference and payment date. Keep your Stripe or PayPal receipt.
Do not email full card numbers, passwords or photos of people unless specifically needed to resolve the request. Refund eligibility is reviewed against the order and provider payment record.
The example has no sound
Press play, check the video volume control and check your device volume. Browsers generally require a click or tap before playing video with audio.
The Sound setting in the maker applies to your video request. It does not control the example player.