> ## Documentation Index
> Fetch the complete documentation index at: https://docs.videngineer.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common source, upload, quality, queue, credit, Sound Kit, and Library issues.

Troubleshooting answers: **what should I check when a teardown or product action does not behave as expected?**

Start with the source, then the plan gate, then the credit behavior.

## Source issues

| Problem                      | What to check                                                                                 |
| ---------------------------- | --------------------------------------------------------------------------------------------- |
| Link will not analyze        | Confirm it is YouTube, TikTok, X, or Instagram, and that the post is publicly reachable       |
| Private or restricted source | Use upload if you have the file and the right to study it                                     |
| Platform pull is low-quality | Try upload with the original file, or check [4K & source quality](/running/source-quality-4k) |
| The report seems incomplete  | Longer or restricted sources may return fewer usable assets than clean public sources         |

## Queue and batch issues

| Problem                      | What to check                                                       |
| ---------------------------- | ------------------------------------------------------------------- |
| Batch option is missing      | Queue and batch are Power/Team features                             |
| Job is stuck queued          | Refresh the Queue page and check whether other jobs are running     |
| Wrong source submitted       | Cancel the job if it has not finished                               |
| Finished job is hard to find | Check the analyses list, then Library smart views if you starred it |

## Credit and paid-action issues

| Action                             | Credit rule                                                        |
| ---------------------------------- | ------------------------------------------------------------------ |
| Cast/Object isolate                | 1 credit, charged on successful stored output                      |
| World clean plate / person removal | 2 credits, charged on successful stored output                     |
| Sound Kit                          | 1 credit, charged only on success; reopen is free                  |
| Cut Blueprint                      | 2 credits after the first free taste; reopen is free after storage |

If an output fails before storage, it should not behave like a successful paid asset. Check your balance and retry only when the source frame or audio is usable.

## Library issues

| Problem                          | What to check                                         |
| -------------------------------- | ----------------------------------------------------- |
| Starred item is missing          | Confirm you are in the same account or Team workspace |
| Share link does not work         | Check whether the link is public or team-only         |
| Asset appears in the wrong place | Use search, smart views, and the Assets tree          |
| Deleted item needed again        | Check trash behavior if available                     |

## Account and billing issues

Use [Account & billing](/billing/account-billing) for invoices, plan changes, cancellation, credit balance, API key, and payment details. For anything not covered there, use [Support](https://videngineer.com/support).