When it does not work

First of all: check Service status, at the foot of the sidebar. If it reports an incident, the explanation is probably there, and there is nothing to do on your side.

My balance shows zero and I have just signed up

Your email address is not confirmed. Free credits are only granted after confirmation. The banner at the top of the screen offers Send the link again; check your spam folder too.

My video link is refused

In order of frequency:

The video is private, deleted, members-only, or age-restricted.
The link does not point to a video — a channel page, a playlist or a search page are not accepted.
The platform is not supported. ClipHeat reads YouTube, Twitch, Kick, Rumble, Vimeo, Dailymotion, Odysee, Google Drive and Dropbox; for anything else, upload the file.

The refusal comes before any confirmation: nothing is charged.

The amount does not appear and the button stays disabled

The source’s duration could not be read, and ClipHeat launches nothing without an amount.

On a link: the source does not answer or is not readable.
On a file: its duration is not readable — re-encode it as MP4.
On a batch: one line does not answer. Remove or fix it to get the total back.

My generation failed

The tracking screen gives the reason and what happens to your credits. A generation that fails before producing anything is not charged.

Its card stays in Projects, marked “Failed”. Its “…” menu offers Retry, which reopens Generate with the link already filled in.

Message shown	What to do
YouTube refused the download from our servers.	Neither the video nor the link is at fault. Download the video to your computer, then upload it with the A file tab in Generate.
The video could not be fetched.	The link points to a private or deleted video. Check that it is public, then start again.
The video is no longer available.	It may have been deleted. Try another link.
Your credits do not cover this video’s length.	Nothing was charged. Choose a shorter portion in Part to analyse, or add credits.
This link is a live stream in progress.	Follow it with Live Monitor, or wait for the replay.
The service is out of room to process this video.	Try again in a few minutes.
The generation was interrupted.	Try again; if it happens again, contact us with the date and time.

I got fewer clips than expected

Two possible reasons:

Your plan’s limit: 2 clips per video on Free, 5 on Creator. Your plan is shown under Settings → Plan.
The video held no more. The analysis only keeps moments worth a clip.

The subtitles get proper nouns wrong

An automatic transcript mostly gets proper nouns and specialised vocabulary wrong. To fix it:

in the editor, Subtitles tool, click the word to fix or delete it;
for future generations, set the spoken language in the settings, especially with a strong accent.

My logo does not appear on the clips

Check that the logo is saved in the brand template chosen for this generation, not only in another template. Without a logo, the clip is rendered without one, with no error message. See Brand templates.

A clip’s preview does not play

The preview plays on hover, muted. Two normal cases:

You turned on reduced motion in your system: the preview stays a still image.
The clip has no thumbnail: the preview shows its first frame.

If the clip itself will not play, reload the page: playback links expire after an hour.

A publication failed

The account connection has expired. Reconnect it under Publishing → Accounts.
The clip exceeds the duration the platform accepts.
The platform refuses the content — protected music, community rules. Its message is shown as is.

If ClipHeat says the platform recognised an identical send from the last 24 hours, nothing new was posted and there is no duplicate: that is not a failure.

My live watch stopped on its own

The reasons: the twelve-hour maximum duration of capture, the watch’s budget running out, a plan that no longer includes monitoring, or, for a watch started before the stream, seven days of waiting without the channel going live. The screen says which. Past twelve hours of streaming, restart the watch by hand. See Monitoring a live stream.

The channel search says “Search is unavailable”

The platform did not answer: this does not mean the channel does not exist. If you are sure of its identifier — the name in the channel’s address, as in twitch.tv/zerator — click Monitor: the watch starts on that name. See Finding the channel.

My clips have disappeared

Clips are deleted along with their sources after seven days, and the deletion is final.

Every project card shows the time left, in amber under 48 hours. See Retention.

None of the above

Contact us, with the approximate time and, if possible, the generation’s identifier — it is in the address of its tracking screen.