> ## Knowledge Base Index > Fetch the complete knowledge base index at: https://help.atlabs.ai/sitemap.xml > Use this file to discover available pages before exploring further. > Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash). # Troubleshooting # πŸ› οΈ How do I troubleshoot Atlabs? (Common issues & FAQs) Most issues fall into one of five buckets. Jump to the guide for your problem, or if you can't find what you need, click the **chat icon** (bottom-right) on any page to reach support. * **Generation stuck, failed, or off-target?** β†’ [Why is my video generation stuck or failing?] * **Visuals, characters, motion, or lip sync wrong?** β†’ [How do I fix visual and scene problems?] * **Voiceover, music, or audio issues?** β†’ [How do I fix voiceover and audio problems?] * **Can't export or download?** β†’ [Why won't my video export or download?] * **Login, plan features, or branding?** β†’ [Why can't I log in or access a feature?] ### Video generation is stuck or not completing * Wait up to 5 minutes before taking action * Check My Stories - the video may have completed in the background * If still stuck, refresh the page and check My Stories again * Try regenerating with a slightly modified prompt ### Generation failed * Credits are not deducted for failed generations * Retry with the same or a refined prompt * If it fails repeatedly, try a different AI model ### The video doesn't match the idea or script * Be more specific - add setting, tone, mood, and audience context * Use the AI Script Writer to structure your idea first * Use the Generate Storyboard to check the scene structure before full generation ### Scenes look generic or repetitive * Add more descriptive detail to each scene's image prompt * Click Enhance in the Visual tab to improve prompts automatically * Try a different visual style or AI model for the affected scenes ### πŸ–ΌοΈΒ  Visual & Scene Issues Fixing problems with scene visuals, character consistency, motion, and lip sync. **Scene visual doesn't match narration** * Click the regenerate icon on the scene card to regenerate that scene only * Edit the Image Prompt in the Visual tab to be more specific * Use the Edit Image tab to make targeted changes without full regeneration **Character looks different across scenes** * Click Characters in the top bar and reapply character consistency * Define more specific Visual Appearance and Clothing in character setup * Regenerate affected scenes after reapplying character settings **Motion looks unnatural** * Try Seedance 1 Pro Fast - the most reliable default motion model * Simplify your motion prompt β€” one clear action works better than multiple instructions * Use a shorter duration and regenerate **Lip sync looks off** * Ensure the scene has a clear, forward-facing face * Regenerate the scene visual with a close-up or medium shot before applying lip sync * Try a different lip sync model ### 🎀  Audio & Voiceover Issues Resolving voiceover timing, tone, music, and audio generation problems. **Voiceover doesn't fit scene timing** * Shorten the narration text in the Voiceover tab * Increase scene duration in the Settings tab * Split the scene into two shorter scenes using Split Scene **Voice tone doesn't match content** * Change the Speaking Character in the Voiceover tab * Add emotion tags - Excitedly, Angrily, Calmly - to control delivery * Try a different Country Accent and Voice combination **Background music overpowers voiceover** * Reduce music volume to 20–30% in the Music panel * Use ambient or background-labelled tracks Audio not generating with video * Not all models support audio - check model description before generating * Toggle Audio ON in the Motion tab * Models with native audio support: Google Veo 3.1, Kling 3.0 Pro, Sora 2 Pro, LTX-2 Pro ### πŸ“€Β  Export Issues Troubleshooting export failures, greyed-out buttons, watermarks, and download problems. **Export button is greyed out** * Motion is still generating on one or more scenes * Wait for all scenes to complete - check for spinning loaders in the storyboard * Then click Export again **Video downloaded with watermark** * Watermark-free export requires a paid plan * Upgrade from the Subscription tab in Account settings **Premiere Pro option not appearing** * Premiere Pro export requires Plus plan or above **Export failed or didn't download** * Check your internet connection and try again * Try Share Preview Link first to confirm the video rendered correctly * If the issue persists, contact Atlabs support via the chat icon (bottom right) ### πŸ”‘Β  Account & Access Issues Fixing login problems, plan features, and brand settings. **Can't log in** * Use the forgot password option on the login screen * Try signing in with Google if you originally signed up that way * Clear browser cache and try again **Features not available on my plan** The following options are available: * Check your current plan in the Subscription tab * Compare features on the pricing page - click Learn More for a full breakdown * Upgrade directly from the Subscription tab **Brand logo not appearing on exports** * Confirm you clicked Update Settings after uploading the logo * Check Logo Position is set to a visible location * Re-upload the logo and save again ### Quick answers to the most common questions about Atlabs. **Can I use Atlabs for free?** Yes. Atlabs has a free plan with limited credits to try generation. Paid plans start at $15/month (annual). **Does Atlabs own my generated videos?** No. Videos you generate on Atlabs belong to you. See Atlabs' terms of service for full details. **Can I upload my own footage?** Yes. The Visual tab accepts uploads. The UGC Product Ads and Script to Video workflows also support media uploads. **Can I generate videos in languages other than English?** Yes. Set your Language before generating, or use the Translate tool in the storyboard top bar. Max plan supports 40+ languages. **How long does generation take?** Typically 1–3 minutes for a full video depending on length, model, and platform load. Storyboard generation is faster. **Can I edit a video after exporting?** Yes. Open the project from My Stories, make edits, and export again. Re-exports do not cost additional credits. What's the difference between Generate Video and Generate Storyboard? Generate Storyboard produces a scene structure preview at lower credit cost. Generate Video produces the full video with visuals, voiceover, and motion. Always use Storyboard first for longer or complex videos. **Can I use Atlabs for client work?** Yes. Use Clone to Account to deliver final projects to clients. Agencies should consider Max or Enterprise for unlimited custom actors, styles, and priority support. **Where can I get help beyond this knowledge base?** * Click the chat icon (bottom right) on any page to contact support * Join the Atlabs Discord community via the account dropdown menu * Watch Tutorials in the main navigation bar for guided video walkthroughs * Browse Example Videos from the account dropdown for inspiration Need help? We've got your back β€” reach out to us atΒ [__support@atlabs.ai__](mailto:support@atlabs.ai).