Articles on: FAQ & Troubleshooting

Why do I get charged credits for the same video?

If you are generating or delivering a video that is identical to a previous version without incorporating any personalization, and yet you are being charged credits for the duplication, we would like to bring to your attention a minor glitch in our existing system.

However, here's the workaround:

You have to wait for at least one video to be generated before trying to create extra videos with the same settings.

The reason behind this is that creating numerous "no variable" same videos simultaneously for the first time (eg. uploading a CSV), makes it difficult for the system to locate a completed video to apply the same-video free process. Thus, there must be at least one fully processed video with these settings. Typically, this works well since a demo has already been created with these settings. However, in this your case you most probably activated your campaign before the demo was ready, resulting in the charging of several videos.

Updated on: 25/06/2023

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