The creative failed or was cancelled
It shows “Failed” or “Cancelled” with “Credit refunded”: your credits have already been returned, there's nothing for you to do.
- “Retry” runs the creative again (10 credits).
- “Remove” takes it out of your Studio.
The creative came out wrong
Distorted product, unreadable text, wrong product: report it.
- Open the creative in your Studio and click “Report”.
- Explain the problem in a few words, then click “Send”.
- We check within 48 hours. If the report is approved, the credit is returned to you automatically.
A video or a carousel photo can't be reported: if the video fails, the credits charged are returned to you automatically, and a shot you don't like can be redone from its card in FlowAI (see Create a video ad).
Fix rather than redo
Some text to change, a color, an element to move: open the creative in the editor. Manual edits are free. The AI assistant can also edit the image (3 credits per approved request).
The generator refused the image
The image generator sometimes refuses a subject it considers sensitive. The creative is then marked as failed and your credits are returned. Rephrase your brief or change the angle, then try again.
For better results
- Provide sharp photos of your product.
- Say what you want in the brief, and what you don't want in the negative prompt.
- Try another angle or another inspiration ad.