Your coins are not gone. That is the first thing to know, and it is automatic.
What happens to the coins
A generation reserves its coins when it starts and only spends them when it succeeds. So when a generation ends without producing anything, the coins return to your balance on their own:
- it says "Could not finish" ("Did not finish" in My generations) — the coins come back, and the screen tells you "Your coins are already back",
- it stalled and never reached an end — the coins come back.
No ticket, no request, no waiting for us to approve anything.
If the screen says your coins are back but your balance does not show them after you reload the page, that is a fault on our side rather than how it is meant to work. Write to support@evili.ai with the approximate time and the template you used, and we will put the coins back.
Why did it fail?
We do not name a cause for a failed generation, and a failure does not mean you did anything wrong.
What to do next:
- Choose another template. That is what the screen suggests first.
- Or press Try again. It starts a new generation and spends coins again, the same as starting it from the template; if that one fails too, those coins come back as well. If the same template fails twice, a third try rarely helps.
- If it keeps failing, write to support@evili.ai with the template name and roughly when you tried it. A person will look at it.
It says "Waiting for you"
Some templates make a still frame first and charge for that frame first. When the frame is ready, the generation's own screen says Waiting for you and Frame ready. Continue to video?
- Continue to video finishes it. Its price is on the button, and the video's coins are not spent until you press it.
- Another frame makes a new still if you would rather have a different one. It is charged again, at the price on its button.
If neither is offered, the screen says why and offers Start it again, which starts a new generation and costs coins again. To get back to a frame that is waiting, open it from My generations, even if its tile there does not say it is waiting.
It is taking longer than usual
Some generations simply take longer than others. While one waits to start, the screen says In queue. Once it is generating, it shows Generating, step … of 4 and a running time: that counts how long it has taken so far, not how long is left.
You can close the tab — it keeps working, and it lands in My generations when it is finished. If the screen says "Still working. This one is taking longer than usual.", press Check again later.
A generation that has already started generating cannot be stopped part-way. If it ends without a result, the coins come back automatically.
Same template failing repeatedly
That is worth telling us about. Write to support@evili.ai with the template name and we will look at it.
Removing a generation that did not finish
Delete is only offered on a finished result. A generation that failed has no Delete button, so if you want it removed, together with the photo you used for it, write to support@evili.ai and we will do it.