Paw Birthday support guide · Updated November 1, 2026

AI pet video troubleshooting

Paid but no video yet? Buying a credit does not start generation. Return to the photo creator, use the same Google account, confirm your selected photo and click Generate. If a job already appears in My videos, check that job before submitting another request. Each new generation uses another credit.

This guide covers the current Paw Birthday workflow: one cat or dog photo becomes an approximately five-second silent MP4. It does not cover portrait training, talking-pet audio, automatic captions or multi-shot editing, because those are not included in this service.

My photo will not upload

Choose an original JPG, PNG or WebP under 10 MB. If your phone saved a HEIC image, export a JPG rather than merely renaming the extension. Choose one clear cat or dog, with the face and eyes visible. Avoid photographs containing people, private documents, several pets or large objects covering the animal. Only upload an image you own or have permission to process with an AI service.

Selecting a photo is an input preview, not a free generated video. The photo is submitted for processing when you start generation. If you return after sign-in and the selection is missing, select the image again before continuing. A local draft is temporary and is not a permanent photo library. See the full photo checklist before spending a credit.

I paid, but cannot see my credit or video

First check that you are signed in with the Google account used for checkout. A different Google account can have a separate credit balance and video history. Open your billing area and compare its order with the checkout confirmation. A payment receipt confirms a purchase; it does not confirm that you have submitted a generation request.

If a charge is present but the credit is missing, contact support with the order ID and purchase email. Do not pay again simply to resolve a missing-credit problem. Never send a password, full card number, card security code or API key. Support can review the order reference without those details. If you believe a charge is duplicated, include both order references and consult the Refund Policy.

My video is still processing

Check My videos for the existing job. Queue and processing times vary; instant completion and delivery by a specific minute are not guaranteed. Refresh the status rather than starting several new jobs. Buying another credit will not speed up an already submitted request. Keep the job ID if the status appears stuck, and send it to support with the approximate submission time and time zone.

Automatic completion emails are not currently available. Return to My videos to check progress and retrieve a completed file. Avoid relying on an email notification for a time-sensitive birthday gift. If you need a greeting immediately, a static card made from your original photo is a practical fallback while a job is reviewed.

My generation failed. Should I buy again?

A technical generation failure returns the generation credit. This is an account credit return, not a cash refund. Check the job status and balance before attempting another generation. If the job is marked failed but the credit is still missing, send support the job ID and order ID. Do not repeatedly submit the same image while a previous status is unclear.

If the problem appears connected to the source photo, choose a clearer original before using the returned credit. A fresh photo can remove blur, obstructions or several competing subjects, but it cannot guarantee a specific animation. Read the error shown in your account and describe it accurately when asking for help.

The video does not look like my pet

AI animation can change markings, eye details, limbs or background objects. Watch the entire file rather than judging the poster image alone. Compare it with your uploaded source photo and note the specific difference. Ordinary AI variation or a preferred style does not automatically qualify for a refund or free regeneration.

For a corrupt or unplayable file, or a result clearly not depicting your uploaded pet, contact support within 14 days of completion. After review, one replacement credit may be granted for one remake per affected video. If the remake also has a service defect, further refund remedies are reviewed under the published policy. Mandatory consumer rights remain protected. This is not a promise of unlimited revisions or a guarantee of exact likeness.

Where are the name, music and birthday border?

The automatic output is silent and does not include names, greetings, decorative borders or music. Some gallery demonstrations have separate post-production styling; they are labeled accordingly. Compare Amber's actual automatic output to understand the included result. You can add a lawful soundtrack and a short greeting in your own editor, or place the greeting in the message accompanying the MP4.

Uploading two or three angles does not train a pet model here. Each generation uses one photo and creates a separate video. Additional generations use additional credits, and clips are not automatically joined into a story. If you need exact camera angles, speech or a finished multi-scene edit, this current service may not fit that project.

My completed video will not download or play

Open My videos while signed in and use the download action for the completed job. Test the downloaded MP4 in another current browser or local video player to distinguish a browser playback issue from a damaged file. If the download fails, record the job ID, device, browser and any error message. Do not post a private download link publicly while asking for help.

Download a copy while it is available. Source photos are retained for up to seven days and generated videos for up to 30 days under the Privacy Policy; your account is not an unlimited video archive. Output framing depends on the input photo. A vertical 9:16 file is not guaranteed, so use your own editor if a social platform needs a particular crop.

What should I send to support?

Use the support form. Include your purchase email, order ID, job or video ID, approximate event time and a short explanation of what happened. For a quality complaint, describe the difference between the input and output. Include only the information needed to investigate, and avoid sharing card details or login credentials. Our response target is three business days; that is not a guarantee that every issue will be resolved in that period.

For cancellation and cash refund eligibility, read the current Payments and refunds page. Unused-pack requests generally have a 14-day request window, subject to the policy's conditions. Existing custom orders retain their original agreed terms. The policy explains exceptions and applicable consumer rights; this guide does not replace it.