Troubleshooting
Most things that go wrong fix themselves. Here is what you will see, what Reel-E is already doing, and the few things that need you.
- Time
- 2 minutes
- Where
- Anywhere
- Who
- Everyone
- Cost
- Included
Reel-E is built to recover by itself: stuck videos are picked up again, failed AI work falls back, and downloads finish after you leave. You almost never need to start over, and you should not upload the same photos again.
Photos
| You see | What it means | What to do |
|---|---|---|
| A photo is refused | Under 400 px on the short side, a RAW, TIFF or SVG file, or over 25 MB | Export a JPEG from your camera or phone and add it |
| A note that a photo "may look soft in your video" | Under 600 pixels; it is kept | Use a larger copy if you have one |
| An iPhone photo will not add | HEIC photos convert in Safari only; an iCloud photo may not be downloaded to the device yet (it arrives as an empty file) | Use Safari, or export JPEGs; download iCloud photos to the device first |
| A photo is skipped | It is an exact copy of one you already added | Nothing; the duplicate is left out on purpose |
| An empty file stops the listing | A file with nothing in it; the message names it | Remove it, or add the real photo |
| Photos not saved | The browser could not hold the photos for the next step | Stay on the photo screen, remove and add those photos again, then continue |
| The video looks soft | The picker handed over compressed copies | Choose the largest version of each file |
The video
| You see | What to do |
|---|---|
| Creating your video takes a while | Most videos are ready in under 2 minutes; more photos take longer, and up to about ten minutes is normal for a big listing. You can close the tab; you get an email when it is ready. |
| It seems stuck | Reel-E notices a stuck video and picks it up again by itself. If nothing has moved for more than ten minutes, open Help and tell us the listing; a teammate looks at it. |
| Your video failed | Reload the listing page first; it is often already finished. If the card names your logo, Headshot or contact card image, open Branding in Keylight Studio, upload it again, then download or share. Any other failure is on Reel-E's side: do not start over, write to support. |
| A support code | It shows only when something failed on our side. Send it to support with the listing name. |
| Out of listings this month | Not an error. See Plans and limits. |
Keylight Studio
- "Adding movement", "Getting preview ready" and similar lines are work in progress; keep editing. The status line shows each item.
- AI+ or AI Seamless did not come out: it falls back by itself. AI Seamless becomes a Fade, and a failed AI+ clip does not use a credit. See AI+ motion and looks.
- "Offline · Changes save when you reconnect": your edits are kept on the device and saved when you are back online.
- Straight lines bend in a shot: that is the camera movement on that photo. Open the shot and pick another movement.
- The vertical cut is too tight: open the shot, then Video framing, Vertical, and aim it.
Downloads and links
- A download says it is preparing: it downloads by itself when it is ready, even if you leave the page. The downloads tray (bottom left) shows progress.
- A download paused or did not start: your browser held it back. Allow downloads for reel-e.ai and choose the format again; the file is already made.
- Still watermarked after subscribing: files saved during the trial keep the mark. Download again.
- The video looks soft on Instagram or Facebook: platforms compress uploads. Compare it with the downloaded file.
Listing website
- Publish is held back: the message says what is missing (address, saved video, uploads). See Publish your listing website.
- The website shows the old video: a live site changes video when you save one (download, link, or a History checkpoint), and the old one stays until the new one is ready.
- The site is offline: it was unpublished, or the plan is paused, cancelled or waiting on a payment.
Signing in and email
- No code: check spam and the address you signed up with, and use the newest code.
- No "video ready" email: check the listing; it is usually there. Then check spam and Project and render notifications in Account settings.
Billing
A payment failed: nothing is deleted. Update your card in Invoices and card. Questions about a charge go to support@reel-e.ai. See Change, pause or cancel.
Contact support
Open Help (the ? button; in Keylight, the ? in the toolbar) and choose Chat with support, or email support@reel-e.ai. The assistant answers at once, and a person follows up within a few US business hours. Include the listing name, what you were doing, and any support code.