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SecurityRUOpen Slicer

Troubleshooting

What to do if a file did not upload, a montage failed, the code does not arrive, a payment failed, a post did not go out or the editor is unavailable.

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Common situations and what to do about them. Did not find yours? Contact support: Profile → Support.

Sign-in and account

The code from the email does not arrive

Check your spam folder and the address you entered. Tap Send again — the button becomes active after a countdown. Made a typo in the address — Change email.

“Wrong code” or “The code has expired”

A code is valid for a limited time and a few attempts. Request a new one with Send again and enter the latest code you received.

“Wrong email or password”

Check the keyboard layout and Caps Lock. If you signed up with VK ID, Google or Apple, you may have no password — sign in the same way, or tap Forgot password? to set a password with a code from the email.

“An account with this email already exists”

You are signing in with a provider, but an account with this email was created with a password. Sign in with your password and connect the provider in Profile → Sign-in and security → Sign-in methods.

“Too many attempts, try again later”

Brute-force protection kicked in. Wait a few minutes and try again.

Uploading files

A file was not added to the list

You see Files not added: 1 — the format does not fit or a count limit was reached. Check Requirements or File formats and limits.

“Upload failed”

The reason is shown under the file. If it was a connection hiccup, tap the retry button — the upload continues. If the file does not look like a video or the video resolution is too low, the file does not fit: try another one or re-save the video as MP4.

The daily upload limit is reached

You can upload up to 60 GB a day. Try again tomorrow or upload smaller files.

The start button is inactive

  • Add your media… — upload at least one file.
  • Wait for the upload… — a file is still uploading or being checked.
  • Add a video or a photo — a reel cannot be made from audio alone.
  • Top up balance — not enough tokens; the button opens Balance.

Montage

The montage takes long

A montage usually takes a few minutes: the director builds the reel and checks it itself. The run card shows the stage and the estimated time left. If the reel is Queued, the server is busy with other reels — the montage starts by itself. You can close the tab or the app.

The montage failed

The reason is in the failure card, and the tokens are returned. Retry usually helps: it continues from the failure point. Common reasons:

  • No speech or usable clips were found in the video — the footage has no clear speech and no suitable B-roll. Create a new project with other videos.
  • The AI service is temporarily unavailable — tap Retry a bit later.
  • The source video is no longer available — the sources were deleted, create the project again.

More — Retry and stop.

A stage is labeled “simplified”

AI was temporarily unavailable at this stage, and the stage ran in a simpler way — for example, a centered frame. If you do not like the result, retry the montage or make a rebuild.

The reel is not quite what you wanted

  • Tell the director in the Chat what to change: “start with the result”, “remove the second phrase”.
  • Bring back an earlier version: Media → History or a request in the chat with the director — “bring back the previous version”.
  • Fix it by hand in the editor or with an AI assistant command.
  • Change the video type, pace or notes for the director and make a rebuild.

Editor and style

The editor is unavailable

The editor works for a finished project while the sources are kept — 7 days after the last work on the reel. After that you will see Source files were deleted after the retention period — re-render and effects are unavailable. The finished reel can still be downloaded and published as is.

Edits are not in the downloaded reel

Editor edits and style changes get into the file only after export. Tap Export in the editor.

“Not saved” in the header

An edit was not saved — usually because of the connection. Check your internet and make any next edit: the editor will try to save again. Do not close the page until you see Saved.

Export does not start: the reel is longer than 180 seconds

Remove some clips — export works with reels up to 180 seconds.

Export and publishing

The export failed

The reel stays as it was, and no tokens are charged. Tap Export again in the notice above the project sections.

TikTok does not accept the reel

If the reel has a watermark — TikTok does not accept videos with a watermark — it disappears after any payment. If no visibility is chosen — Choose who can view the video. While Slicer is being reviewed by TikTok, only Only me is available.

“Access expired” on a social account

Tap Reconnect and sign in to the platform again.

The connection window did not open

The browser blocked the pop-up — Slicer opens the sign-in in the same tab and brings you back. You can also allow pop-ups for Slicer in your browser settings.

A publication says “Not published”

Open the Publications sheet — the reason is there. Fix it (for example, reconnect the account) and tap Retry: the same file is sent, no need to export again.

Payments

I paid but have no tokens

If you closed the payment page too early, Slicer still gets the payment confirmation — the tokens arrive automatically. It usually takes up to a few minutes. If they do not arrive, contact support.

“Payment failed”

The reason from the bank is shown under the message. Choose the pack again, with another card if needed.

No free reel

The free reel is available once per email and only with a verified email or a VK ID, Google or Apple sign-in. After any pack purchase it is no longer offered. More — Tokens, packs and the free reel.

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