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Credits are automatically refunded

When a job fails, any credits it consumed are automatically refunded to your balance. You don’t need to contact support — the refund appears immediately in your credit history.

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Retry the job

To retry a failed job:
  1. Open the video workspace
  2. Find the failed language track (shows error message and red status)
  3. Click Retry
The retry picks up from the last checkpoint when possible — it doesn’t re-run steps that already completed successfully. This means retries are often faster and cheaper than the original job.

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Error types

Permanent errors indicate a problem with the input that won’t resolve by retrying. Credits are refunded automatically.
For the complete error code reference, see Error Reference.

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Checkpoint-based retry

When you retry a failed job, Neolli doesn’t start from scratch. The system uses checkpoints to resume from the last successfully completed stage:
  • Transcription — Retries from the beginning (single-stage)
  • Translation — May skip re-translating batches that already completed
  • Dubbing — Skips voice enrollment if already done, resumes synthesis from the last segment
This means retries are faster and consume fewer credits than the original job.

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If the problem persists

If a job fails repeatedly after multiple retries:
  1. Check the Audio Quality Tips for guidance
  2. Try re-uploading the video in a different format
  3. Contact support through the dashboard — include the video name and the language that failed