The AI review failed, the video did not. If a client is waiting, send the video now and treat the missing report as an internal matter.
Your video is fine
A video whose review failed still plays, still shares, and still takes comments and approvals. You lose the AI report, not the delivery.
Only one situation marks a video as failed outright: when there is no usable file at all. That is an upload problem — see Upload stuck or failed.
You were not charged
AI minutes are counted only when a review produces a report. A failed run costs nothing, and there is no refund to request because nothing was deducted.
If the review was skipped because your workspace was out of minutes, the video is still delivered. You get no report until minutes are available — see How AI minutes are counted.
What you can do
- While it is still processing, a Processing seems stuck banner appears if the bar sits still for a while. Try again starts it over. This is the only retry inside the app, and it disappears once the video is finished.
- After it has finished, upload the file again as a new version. The new version runs the review from scratch.
- If the report matters and re-uploading is impractical, get in touch and send the review link.
Note: Very long videos and unusual file formats are the most common causes. If the same file fails twice, re-export it as an MP4 and try again.
When the whole screen says the review failed
The review page shows Analysis failed, with The analysis system could not process this video. The review ended without a result.
Upload the video again — the button on that screen takes you there.
If the second attempt fails the same way, do not try a third. Send us the file details instead; something about that specific export is worth looking at. See Contact support.