FAQ

When a credit card payment fails, the following causes are possible. Here is what to do about each of them:

① Insufficient available balance on the card
Cause: The credit card has reached its limit, or, in the case of a debit card, the account has insufficient funds.
What to do: Check the available balance on your card and, if needed, free up funds or switch to a different card.

② 3-D Secure authentication failure
Cause: This happens when the 3-D Secure (identity verification service) authentication process does not complete successfully.
Common cases:
- A temporary problem with the authentication app on your smartphone
- Entering the wrong one-time password or SMS verification code
- Taking too long on the authentication screen
- Using a card that is not supported
What to do:
- Wait about 10 to 15 minutes and then try the payment again
- Consider paying with another credit card that supports 3-D Secure authentication
- If the error continues, we recommend contacting your card issuer

③ Incorrect card details entered
Cause: The card number, expiration date, security code (CVV), or another field was entered incorrectly.
What to do: Check the card you have on hand and re-enter each field correctly.

④ Credit usage when video generation fails
If video generation fails, the credits consumed are returned within a certain amount of time. If your credits have not been restored after 30 minutes, please contact us.