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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.
ErrorDescriptionWhat to do
Video not accessibleVideo is private or restrictedMake the video public or unlisted
Video not foundVideo has been deletedRe-upload the video
Video unavailableVideo is temporarily unavailableCheck the video source and try again later
Age-restricted videoRequires age verificationUse a non-age-restricted video
Video blockedCopyright or regional restrictionUse a different video
No audio trackNo audio found in the fileUpload a video with an audio track
No speech detectedNo spoken content detectedEnsure the video contains speech
Audio too shortAudio too short for captionsUse a video with longer spoken content
Invalid URLNot a valid YouTube URLCheck the URL and try again
Unsupported formatVideo format not supportedConvert to MP4 and re-upload
Invalid inputInput data is invalidCheck your settings and try again
Music content detectedPrimarily music (no speech)Dubbing requires spoken content
Configuration errorInternal system issueContact support
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