# Help

> Troubleshooting, common errors, and how to reach support.

# Help

## A render failed

Read the failing stage first — it names what went wrong and, where possible, the fix. The most
common causes:

| Symptom | Usual cause |
|---|---|
| Fails immediately, nothing charged | Validation: a scene with no source, or missing narration |
| Fails during narration | A script line that can't be voiced, or a provider outage |
| Fails during produce | A source that isn't readable, or an avatar request that timed out |
| Finishes but looks wrong | Almost always a project-level setting — aspect ratio, brand, or voice |

Validation failures are the cheap kind: nothing paid ran.

## A job seems stuck

Check the job's events before cancelling. Long-running stages are usually narration or avatar
generation, both of which depend on external providers. Cancelling is safe and doesn't charge for
work that hasn't run.

## The estimate is higher than I expected on a re-render

Something invalidated more of the cache than you meant to — most often a project-level setting that
affects every scene. See [How it works](/docs/how-it-works).

## The voice mispronounces our product name

Add it to the pronunciation list rather than spelling it phonetically in the script — spelling it in
the script also corrupts the captions and the written guide. See
[Voice and avatars](/docs/make-a-video/voice-and-avatars).

## Something sensitive is visible in a published video

Unpublish the share first, then blur the affected scenes and re-render. Removing the share stops new
views immediately; re-rendering fixes the artifact.

## The video and the document disagree

Documents are regenerated deliberately, not automatically, so edits you made to the text aren't
overwritten. Regenerate the document after changing the video — see [Documents](/docs/documents).

## Still stuck

Email [support@decodx.ai](mailto:support@decodx.ai). Include the project and, if a render failed,
the job — it's much faster than a description.