# 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. Source: https://docs.slicer.media/en/guide/help/troubleshooting/ 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](https://docs.slicer.media/en/guide/help/files/). ### “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](https://docs.slicer.media/en/guide/projects/runs/). ### 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](https://docs.slicer.media/en/guide/projects/remount/). ### The reel is not quite what you wanted - Tell the director in the [Chat](https://docs.slicer.media/en/guide/ai/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](https://docs.slicer.media/en/guide/ai/chat/#versions) — “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](https://docs.slicer.media/en/guide/projects/remount/). ## 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](https://docs.slicer.media/en/guide/pricing/). ## What's next - [FAQ](https://docs.slicer.media/en/guide/help/faq/) - [File formats and limits](https://docs.slicer.media/en/guide/help/files/)