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How to fix it when your video isn’t generating or gets stuck rendering in Zeely?

If your AI video is stuck generating or won’t finish rendering, this guide will help you troubleshoot and fix the issue.

Viktoria Green avatar
Written by Viktoria Green
Updated this week

Why your video might not be generating

There are a few common reasons why your video gets stuck during the generation process:

  • Video script or visuals are too long or complex

  • Slow or unstable internet connection

  • Server timeout or temporary issue with Zeely’s video engine

  • Using outdated version of the app

  • Issue with selected visuals or unsupported media

How to fix a stuck video in Zeely

Give it some time

Video generation usually takes from 3 up to 12 minutes, depending on the complexity:

  • Videos without templates (avatar only) typically take at least 3 minutes

  • Videos with templates or multiple visual elements can take up to 12 minutes

  • Using AI-generated voiceovers or visuals may also increase generation time

If the progress bar reaches 100%, but the video is not ready yet, please wait an additional 2 to 5 minutes (this can happen due to high demand and queue times).

If the video is still not ready after the maximum expected time, you can proceed to the next step or contact support.

Refresh your browser (for web version) or reinstall the app

On mobile app: delete the app and download it again from the App Store or Google Play.

On web:

  • Use other browser (e.g. Google Chrome, Safari, or Edge)

  • Clear browser cache

    • In Chrome: Go to Settings → Privacy and security → Clear browsing data → Cached images and files, then click Clear data.

    • In Safari: Go to Preferences → Privacy → Manage Website Data → Remove All.

    • In Edge: Go to Settings → Privacy, search, and services → Clear browsing data → Choose what to clear → Cached images and files.

  • Try Incognito/Private Mode if issues persist

Check your Internet connection

A weak or unstable connection may interrupt the video generation process. Try:

  • Switching from mobile data to Wi-Fi

  • Moving closer to your router

  • Restarting your modem or router

Simplify your video

If your current video is still being generated, please note that it cannot be edited or simplified mid-process.
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However, if you want to create another video in the meantime, you can try reducing its complexity to speed up generation and reduce the chances of errors:

  • Shorten the script length

  • Select fewer visuals or scenes

  • Select a different avatar

This approach can help the AI process your next video faster and more reliably.

Still not working?

If none of the above steps resolve your issue, contact our Customer Success team

When contacting support, please provide:

  • The campaign or page name

  • Your device or browser name if on desktop

  • The version of the Zeely app you’re using (you can find it in the app under Settings → About → App Version)

  • The screenshot or video recording of the exact error message you see (if any)

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