If your Bby Wow video is not ready, check the task status and credit balance in My studio using the same browser where you paid. An upload problem, a pending payment and a failed generation need different actions. Avoid starting a second paid task while the first is still processing.
The photo will not upload
Use JPG, PNG or WebP, up to 10 MB. Export other formats as JPEG or PNG; renaming a file does not convert it. Choose one clear, front-facing person. The photo checklist covers lighting and crops.
The generator asks me to add credits
480p needs 50 credits and 720p needs 100. Open the one-time packs, complete checkout, then return to the generator in the same browser. Upload or select your photo again if needed. Read the pricing guide to match a pack to the quality you want.
I paid but cannot see the credits
Let the return page check the order, then look at your balance in My studio. Keep the same browser and avoid clearing site data. A private window, another device or an in-app browser can have a different guest studio.
If the balance remains wrong, contact support@bbywowdanceai.com with the order reference, approximate payment time and a description of what you see. Do not send your full card number or security code. Buying again is not the first troubleshooting step.
The video is still processing
Processing time depends on the queue. Once a task has been accepted, it runs in the background. Return to its status in My studio rather than submitting the same request again. An interrupted connection does not itself mean the task failed.
A confirmed failure returns the credits reserved for that task. If the status needs review or stays unresolved, give support the task ID and what the status says.
The result has no sound or looks different
The MP4 is silent by design. Add the music when you post using the sound guide. If the face looks different, compare the input's sharpness, lighting and crop with the photo tips. AI-generated movement can alter details even when a task completes successfully.
I cannot find the download
Open the completed task in My studio in the original browser. Download from the result and check your device's downloads or photo library. Save the file before clearing site data or moving to another device; a guest studio is associated with its browser.
Start with the full walkthrough if you are making your first video.