AI Video Uploads, Downloads and Failed Generations
Kinevello stores submitted reference photos privately and schedules them for deletion after 72 hours. Completed videos remain available for 15 days. You can follow jobs and download results from your account. If a generation is confirmed as failed, its reserved credits are returned automatically.
Before uploading a photo
Use PNG, JPG or WebP files under 30 MiB each. Each side must be 301–5,999 pixels, with a width-to-height ratio of 0.4–2.5. Check the selected model’s image limit; the Hotel Lobby template uses exactly two ordered portraits. A valid file can still be rejected by the safety review.
Choose clear photos you are allowed to use. People depicted must consent, and public figures, celebrities and politicians are not permitted.
How your photos are used
Your photos stay private and are used to create the video you request. Read the privacy policy for details about your data and its use.
Reference photos are scheduled for removal after 72 hours. Completed output videos are scheduled for removal after 15 days. Download files you want to keep instead of treating the account page as permanent storage. These file windows are separate from purchased credits, which do not expire.
If a render is taking longer than expected
- Open the account page and inspect the existing task status. A queued or processing task is different from a failed task.
- Avoid submitting new copies just because you closed a tab or lost a response. A new submission may create a separate paid job.
- For a confirmed failure, review the credit activity for the automatic return. A request declined before generation does not reserve credits.
- If the status or balance appears inconsistent, contact support with the job ID and approximate creation time. Do not email passwords or payment-card details.
Payment questions and support
For a completed payment that has not appeared in the balance, keep the order identifier and contact [email protected]. Payment confirmation can arrive after the browser returns from checkout. Do not repeatedly purchase the same pack to resolve a delayed order.
A generation failure returns project credits when confirmed; it does not automatically reverse a payment for a pack. Purchase refunds follow the refund policy. See contact and support for the information that helps us find an order or task.
Questions before you create
Will a failed generation permanently consume my credits?
A confirmed failed job returns its reserved credits automatically. If the task is still pending, wait for its confirmed status or contact support with the job ID.
Can I recover an expired reference or video file?
Do not rely on recovery after the retention window. Download completed videos within 15 days and keep your source images locally.
Can I share another person’s photos or account details with support?
Send only what is necessary to identify the issue, such as the task or order ID. Do not send another person’s private media without their permission, and never send passwords or payment-card details.