The short answer

In the Render Queue, tap the failed render's status. The error message tells you what happened. Most failures resolve with one retry.

The five most common causes

  1. Vendor timeout. The video gen vendor took too long. Solution: tap Retry. ENCORE auto-fails over to a different vendor on the second attempt.

  2. Source unavailable. A clip ENCORE wanted to use is no longer accessible (you deleted it from your source, or the OAuth token expired). Solution: refresh sources, retry.

  3. Tier limit reached. You hit your monthly render or Twin Mode minute cap. Solution: wait for renewal or upgrade.

  4. Prompt rejected by content classifier. Your prompt triggered our safety filter (medical / financial / political misinformation, etc.). Solution: rephrase the prompt.

  5. Twin Mode failure. The twin model returned malformed output. Solution: tap Retry. If a second attempt fails, the twin may need re-enrollment. See Twin fidelity dropped.

When the error message is unclear

If you see "Error code 5xx" or "Unknown vendor failure":

  1. Wait 60 seconds and tap Retry.
  2. Check status.encore.app for vendor incidents.
  3. If still failing, file a ticket: Settings > Help > Contact Us.

Auto-refund policy

If a render fails on both primary and fallback vendor, ENCORE auto-refunds the credit allocation. No action needed.

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