Smalltown Boy AI Video Troubleshooting Guide
Troubleshoot Smalltown Boy AI photo uploads, credits, video generation, and downloads. Find your next step, protect your balance, and get help when needed.
Find the next step for your Smalltown Boy AI video
If you are stuck uploading photos, waiting for a dance video, or saving the finished clip, start with the issue below. You may be able to continue with the photos or video you already have.
| What you see | What to do first |
|---|---|
| A photo is rejected or will not load | Check that it is a JPEG, PNG, or WebP file no larger than 10 MB. |
| The generator asks you to sign in | Use the account where your credits and previous video appear. |
| Your balance is too low | Check your usable balance against the displayed 10-credit cost. |
| Payment succeeded but credits are missing | Check the payment status and contact support with the order reference before buying again. |
| The video is waiting or processing | Return to the same account and check the generation area before starting another video. |
| The generation is marked failed | Check the returned credits and any error shown. |
| The video is complete but will not download | Check the account, connection, and browser download settings; retry the existing download. |
If a video has already been submitted, check that generation before pressing Generate again. Starting another video can spend another 10 credits while the first is still processing.
This guide covers the photo-dance generator: two individual photos or one duo photo, a fixed routine, and a 21-second, 720p, vertical 9:16 video with music included.
My photo will not upload
Check the file format and size
The video generator accepts JPEG, PNG, and WebP, with each file 10 MB or less. If your phone photo uses another format, export a JPEG or PNG copy. Changing the filename extension does not convert the photo.
If the file is too large, save a smaller copy while keeping both faces clear. Keep the original so you can make a better copy if needed. A screenshot can introduce blur or phone interface elements, so a direct photo export is preferable when available.
Check the photo inputs
Use two separate photos with one character in each, or one photo showing both characters. Confirm that the intended images appear in the upload cards before generating. If you crop a duo photo, keep both characters visible.
For people or pets, choose clear faces, useful body detail, and simple lighting. The Smalltown Boy photo guide explains what to look for.
If a safety check rejects an image, use a suitable photo you have permission to upload. Renaming the same file will not address that rejection. If the message appears to be a connection error, check your connection and try uploading the photo again.
I cannot generate because of sign-in or credits
Sign in to the account you intend to use. If you use multiple email addresses or login methods, check which account holds the relevant balance and previous video.
Each photo-dance generation uses 10 credits. Check the balance shown before submitting; expired credits are not available to spend. Only count a reward after it has been credited to your account.
If you need more credits, compare the one-time video packs. These packs do not start a subscription or renew automatically. After purchasing, confirm the credits have reached the same account before generating.
I paid, but the credits have not appeared
Check your payment status and account balance. If payment is confirmed but the credits are missing, contact support@smalltownboyai.app with your account email and order reference. If you cannot find the reference, include the approximate purchase time and amount.
Do not purchase another pack to fix a missing first purchase. Support needs to review the original payment. Never send full card numbers, passwords, or security codes.
My video is still waiting or processing
Return to the generator and sign in to the same account. Check the progress message or any recent available result shown in the generation area. If the video has completed, use that result rather than starting again.
A slow generation is not the same as a failed generation. Closing the tab or reaching the end of the page’s waiting period does not cancel the work or automatically return credits. A submitted task may continue after you leave.
If there is no result and you are unsure what happened, send support your account email, approximate submission time, and the message you see. Include a task reference if you have one, but you can still ask for help without it.
Until the original submission is understood, avoid creating several copies of the same dance. Each new accepted generation can consume another 10 credits.
My generation is marked failed
When the system records a generation as failed, the credits consumed by that task are returned automatically. These credits return to your account; this is separate from a refund to your payment method.
Check the displayed balance and any error message. If the credits have not returned or the message is unclear, contact support with the account email, generation time, and a screenshot. A task reference is helpful if available.
If the error identifies a photo problem, correct it before trying again. If you cannot tell what failed, ask support to review the original submission first. The Refund Policy explains failed-generation credit returns and purchase refunds.
My video is complete, but Download does not work
Use the account that created the video and confirm that it completed successfully. A video that is still processing is not ready to download, and another account cannot use your authenticated download action.
You do not need a second purchase to unlock a completed video. Spending your remaining credits does not block downloading your own successful result while its file remains available. Downloading it again does not start a new generation.
- Check your internet connection.
- Check whether your browser blocked the download and whether your device has room to save the file.
- Retry Download on the existing result. If the browser opens the video instead, use its supported save option.
- Open the saved file and play it through the ending with sound.
If the file remains unavailable, send support the error message and approximate generation time. Include a task reference if you have one. You do not need to spend credits generating another video just to report a download problem.
My video downloaded, but the faces or movement look wrong
A successful video can still have visual imperfections. Check both characters through the close-ups, role swap, and ending. Faces, clothing, fur markings, and limbs can change during AI-generated motion.
Before deciding on another attempt, look at the original photos: is a face hidden, is the lighting very dark, or is the second character unclear? A sharper photo may provide a better starting point. It does not guarantee an exact likeness or perfect movement.
A successful result you dislike is not automatically treated as a failed generation. Check the Refund Policy for the applicable terms. You can trim or caption the downloaded clip in an editor without generating again, though editing may not repair changed facial details or anatomy.
Get help with your existing video
Email support@smalltownboyai.app with:
- Your account email.
- What you were doing: uploading, generating, waiting, paying, or downloading.
- The approximate time and your time zone.
- The exact error message or a screenshot.
- A task or order reference, if available.
A missing reference does not stop you from contacting support. Your account email and timing help identify the issue. Do not send passwords, security codes, or full payment-card details.
Once an upload or balance issue is resolved, return to the generator to continue. If your video already completed, download that existing result. For your next duo, explore 10 Smalltown Boy video ideas.