Technical Malfunction

If the problem has not been solved according to the troubleshooting ideas, please contact contact@rendora.ai, describe the work link, account information and failed screen recording, Our technical team will investigate immediately and contact you shortly. 😀Thank you for your timely feedback!

1. Why can't I receive the verification code in my email? How can I solve this problem?

• The verification code is classified as spam

￮ Solution: Check the spam folder to see if the verification code email is mistakenly identified as spam. If you find the verification code email in the spam folder, mark it as "not spam" and add the sender address to the whitelist to ensure that it can be received smoothly in the future.

• Incorrect mailbox settings

￮ Solution: Check the mailbox's filtering rules and anti-spam settings to ensure that the verification code email is not intercepted by mistake. At the same time, make sure that there is enough storage space in the mailbox, delete some unnecessary emails to make room, and set automatic cleanup rules.

• Network delay or busy mailbox server

￮ Solution: Check whether the network connection is normal, try to refresh the mailbox or request the verification code again later. If you suspect that the mailbox server is busy, you can try to receive the verification code during off-peak hours, or contact the mailbox service provider to inquire about the server status.

• The entered email address is wrong

￮ Solution: Carefully check the entered email address to ensure that there are no spelling errors, missing characters, or extra spaces. If you confirm that the email address is correct but still cannot receive the verification code, you can try to use an alternative mailbox.

• The number of verification code requests has exceeded the limit

￮ Solution: Wait for a while and try again, or contact the service provider to remove the limit.

2. What is the reason for registration failure? How to solve it?

• The email address has been registered

￮ Solution: Try changing the email address suffix, or adding some personalized characters to the username to create a new email address.

• The registration page failed to load

￮ Solution: Check whether the network connection is normal, try refreshing the page, changing the browser, or clearing the browser cache and cookies before trying again.

• The password setting does not meet the requirements

￮ Solution: Make sure that the password length meets the requirements, usually including letters, numbers and special characters. It is recommended to set a complex and easy-to-remember password.

• Unable to receive verification emails

￮ Solution: See the previous question.

• Network problem

￮ Solution: Make sure the network connection is stable and avoid using proxy servers or VPNs unless necessary.

• Browser compatibility issues

￮ Solution: Try using mainstream browsers such as Chrome or edge.

3. Why can’t I preview the video?

Here are some troubleshooting steps if you can’t preview or render online:

• You might be out of Rendora credits. [3D Generation/Rendering] consumes a considerable number of credits, and it won’t proceed if your token balance is insufficient.

• Ensure you’re using Chrome or Edge. Other browsers may have compatibility issues.

• If the text segment is too short or empty, try adding some content to it.

• Try clicking [3D Generate] again; a network hiccup could have caused the issue.

If these steps don’t resolve the problem, please contact us by email with the following information: your project link, your account details, a screen capture of the failure, and a description of the problem. We’ll have our technical team investigate as soon as possible.

4. Why can’t I generate the video?

Please follow these troubleshooting steps first if you can’t preview or render online:

Your account may be out of Rendora credits. [3D Generation & Rendering] consumes a significant number of credits, and rendering can’t proceed if credits are insufficient.

Ensure you’re using Chrome or Edge; other browsers may have compatibility issues.

If the text content is too short or there are empty segments, try adding text to those segments.

Try clicking [3D Generate] again; the attempt may have failed due to network instability.

If you’ve tried these suggestions and you’re still having issues, please contact us by email with the following information: your project link, your account details, a screen capture of the failure, and a description of the problem. Our technical team will investigate promptly.

5. Why can’t I export my video?

If you're encountering export failures, please check the following:

• Check your credits: 【3D Generate - Export】requires a significant amount of credits. If your account is out of credits, the export won’t proceed.

• Ensure 3D Generation is complete: Before exporting, your content must be 3D Generated. In the top-right corner of the editing page, open [Draft] and check that the selected version has a version number (e.g., N01, J01). If it shows "Untitled," you’ll need to complete the 3D generation first.

• Check your storage space: Insufficient storage can cause exports to fail. You can check your storage in Rendora.

• Preview status: If the export fails, let us know whether the online preview worked as expected.

If these steps don’t resolve the issue, please contact us by email with the following information: your project link, your account details, a screen capture of the failure, and a description of the problem. Our technical team will investigate promptly.

6. Why did my material uploads fail?

Please ensure your file meets format and size requirements and check that your network connection is stable.

To check file format and size requirements, hover your mouse over the [Upload] button, and a pop-up card will appear showing the supported formats and size limits.

7. Why did the video generation suddenly stop midway?

Please follow these troubleshooting steps first if you can’t preview or render online:

Your account may be out of Rendora credits. [3D Generation & Rendering] consumes a significant number of credits, and rendering can’t proceed if credits are insufficient.

Ensure you’re using Chrome or Edge; other browsers may have compatibility issues.

If the text content is too short or there are empty segments, try adding text to those segments.

Try clicking [3D Generate] again; the attempt may have failed due to network instability.

8. Why does the preview keep freezing?

Preview lag could be caused by network latency. Once the video is exported, it should no longer stutter.

9. Why does the AI-generated voice have noise or distortion?

Your network may have been unstable for generations. Please check your connection and try Preview again.

10. Why did rendering fail?

If you’re unable to preview or render, please check using the following steps:

• Check your credits: 【3D Generate - Render】requires a significant amount of credits. If your account is out of credits, the render won’t proceed.

• Use Chrome or Edge: These browsers are best supported. Other browsers may cause compatibility issues.

• Check for script length: If any script is too short or empty, it may cause rendering issues. Please add more content to the segment and try click [3D Generate] again.

• Retry 3D Generate: If the operation failed, it could be due to network instability. Try clicking [3D Generate] again.

11. I added material, but in the exported video, the material doesn’t appear.

To help you troubleshoot the issue with uploading materials or getting incorrect results, here are a few things to check:

• Please double-check that the material format and size follow the platform's requirements.

• Make sure your internet connection is stable.

• Verify that you have enough storage space available.

• Confirm the file name matches the actual file format (for example, renaming a PDF file as .jpg could cause an issue).

12. Which browser do you recommend using?

We recommend using Edge or Google Chrome. Other browsers may encounter compatibility issues.

13. Why did my edited text suddenly disappear?

This might be caused by browser issues. Please try using Chrome or Edge. If it still doesn’t work, kindly provide your project link, account info, a screen recording, and a description of the problem. We’ll arrange for our tech team to investigate as soon as possible.