BURNING BRIDGES · GUIDE
Burning Bridges Troubleshooting: Photo, Task and Result
Resolve photo-preview problems, task and billing confusion, and third-party result defects without mistaking reference playback for a new render.
Updated October 13, 2026
First identify the kind of problem
Is the issue in photo selection, an account or payment, task submission, playback, or a third-party AI result? Keep the task or order reference for support, but never send passwords or recovery codes.
Photo and account issues on this site
| Symptom | What to do |
|---|---|
| Photo does not preview | Choose an image under 8MB. Export a fresh JPEG or PNG and try again. If a preview cannot be shown, do not submit. |
| Draft is missing | Return in the same browser. Removal, sign-out and age cleanup can clear the local draft. Select the photo again. |
| Not enough credits | Check the chosen resolution and account balance. Read pack validity before purchasing. |
| Payment returned but balance did not change | Use Check payment status if shown. The return URL alone does not issue credits; verified payment confirmation is required. Do not buy again while checking. |
| Video could not be submitted | No credits are deducted for the paused-submission response. Repeated clicks do not enable generation. |
| Result will not play or download | Check task state, sign-in and browser connection. A protected account download requires its owning account. Retain the job reference if it continues. |
Problems in a third-party AI result
| Problem | Useful next check |
|---|---|
| Face changes or looks wrong | Use one sharp, front-facing portrait with less occlusion; reduce conflicting changes. |
| Wrong lead or duplicated face | Crop to one subject and specify that background guests have distinct generic faces. |
| Hands or cup distort | Simplify gestures; compare a new short test rather than assuming resolution fixes anatomy. |
| Output looks soft | Check source sharpness and actual output dimensions. Upsizing cannot recover missing detail. |
| Content request rejected | Read that service’s reason and policy; use permitted media and its appeal path for a mistaken rejection. Do not try to evade its restrictions. |
| Audio missing or post muted | Check whether audio was included and which sounds are permitted for your publishing account. See the audio guide. |
Failure, quality and refunds are different
A confirmed failed charged task without delivery returns its generation credits under our refund policy. A completed result that you dislike is not automatically the same as a system failure. Cash refunds are reviewed under the policy; third-party tools have their own rules.
Email support@burningbridgesaivideo.pro with the issue, time, browser and order or task reference. This page lists the support address; it does not promise a response time.
Prepare your next step
Choose a portrait, inspect references and understand the method before spending credits.
Open the photo form · Read pricing