This article explains how to fix common problems with Product Animator videos. It includes:
What to expect from Product Animator videos
Video does not look right
Video history
Error messages
Report poor results
What to expect from Product Animator videos
Videos are always silent
Videos are 5 or 10 seconds long
Videos are 720p on Max and 1080p on Ultra.
To create a video with a voice-over or music, use Video Ad Maker.
Video does not look right
If the content of your video does not look right, the following problems and solutions may help.
Parts of the product are cut off
Photoroom crops your photo from the center to fit the size you choose (Square, 9:16 or 16:9). Anything outside that shape is lost.
To avoid this cropping, choose a size that matches the shape of your photo.
Logos or text look distorted
You can add up to 4 photos. Photoroom animates the first photo and uses the others as references for details.
To improve logos and label text, add close-up photos of them as reference images.
The video ignores my prompt
When you choose a template, the template sets the scene and the motion. The prompt is designed for adding extra details or making minor changes, such as altering the lighting or color of products.
To use a different location, choose a template that matches it.
For tips with writing prompts for Photoroom, see Write more effective prompts for AI.
Video history
Occasionally, Photoroom creates a video but does not save it to your history. To avoid losing a video, download it as soon as it appears.
If a video you were charged for is missing, contact support.
Error messages
When creating Product Animator videos, you may see the following error messages:
The request violates our content policies
The AI safety check refused one or more of your images or the chosen template. Your credits are returned automatically.
Try a different photo. Photos that show people, especially children or people in costumes, are more likely to trigger this check.
Oops, something went wrong
If you see "Oops, something went wrong" or "An error occurred while processing your request", it means Photoroom could not generate the video. Your credits are returned automatically.
Try generating the video again. If that fails, try a different photo. If that also fails, contact support.
Taking a bit longer than usual
A video usually takes a few minutes to generate. While it runs, Photoroom shows how long it expects the video to take. If it is taking longer, you see “Taking a bit longer than usual...”
If the video is not ready after about 6 minutes, Photoroom stops the request and shows the “An error occurred” message. Your credits are returned automatically.
Try generating the video again. If that fails, try a different photo. If that also fails, contact support.
Generation in progress
You can generate up to 2 videos at the same time. Wait for one of them to finish, and then try again.
You’ve hit your AI credit limit
You do not have enough AI credits to generate this video. Photoroom shows the date your credits renew, or an option to upgrade.
Upgrade to unlock this feature
Your current plan does not include this feature. To use it, you need to upgrade to a higher plan.
This template is no longer available
Choose a different template, or choose No template.
This image can't be opened
Product Animator accepts JPEG, PNG, WebP and AVIF images. Choose a file in one of these formats.
Report poor results
To report a problem with a video:
Hover the cursor over the video.
Select its context menu ( ... ).
Select the appropriate rating option.