What to Do If Your Video Is Not What You Expected

First, Diagnose What Is Wrong

The right response depends on what kind of miss it is. Broadly there are three categories:

A specific element is wrong (one scene is broken, the persona's voice does not match, dialogue is off in a clip). This is a Report an Issue.

The whole direction missed, but the brief was reasonable (persona feels off, hook is not landing, tone is wrong). This is best handled with a new creative.

Something is unclear or strategic (you want to talk about whether the angle is right at all, or how to think about multiple creatives in this campaign). This is a message to your account manager.

Pick the one that fits. The next sections cover each.

When to Report an Issue

The Report an Issue trigger lives at the bottom of the creative's review page. Open it for cases where you can name a specific defect:

• A scene's audio sounds broken.
• The persona's voice does not match the persona you configured.
• A scene's text shows a typo or wrong wording.
• The hook references something inaccurate about the product.
• A scene's length feels wrong (way too short or way too long compared to your deposit).

The modal asks for:

• Element (Entire video, Hook, Scene 1, Scene 2, Problem, Solution, Call to Action).
• Name (prefilled).
• Timestamp if a specific moment is the problem.
• Description (at least 10 characters).

Be specific. "The Hook persona's voice drops out around 0:02" is actionable. "I don't like it" is not. The team reviews each report and follows up directly. Anything substantial may involve some additional tokens; the team will flag and discuss that with you before doing the work.

When to Iterate on a New Creative

A new creative is the right move when the whole direction needs to change but nothing is technically defective. Common cases:

• The persona feels wrong. You want a different gender, age range, or vibe.
• The hook is not stopping you on a scroll.
• The tone reads off brand.
• You want to test a totally different angle on the same product.

The campaign's product context and research carry forward, so a new creative inherits most of the setup. To run one:

1. Open the campaign and click New Creative.
2. Adjust the persona drawer (gender, age, personality, additional notes, style).
3. Tweak the dialogue on the copy step. Regenerate variations if you want different hooks (up to 10 per creative).
4. Submit.

Two or three iterations almost always lock in a winning angle for a campaign. Each iteration is 40 tokens base plus showcase deposit if on. Cheap compared to the value of finding what works.

When to Message Your Account Manager

Messaging is for nuance and strategy that does not fit a structured form. The Message us about this variation link on the review page opens a message thread scoped to this specific creative. Use it for:

• Asking whether the direction makes sense before running another iteration.
• Sharing brand context that did not fit any of the inputs.
• Asking about custom format exports or other team handled requests.
• Discussing whether to keep iterating or pivot entirely.

Your account manager queues the thread and responds within a reasonable window. See How to Message Your Account Manager.

What Not to Do

Do not just sit on a delivered creative that missed. The team does not know unless you say something. A short Report an Issue takes 60 seconds and gets the team looking.

Do not run five new creatives in a row hoping one lands. If two iterations missed, the inputs are probably not the issue. Open a message thread, share what is off, get strategic input before burning more credits.

Do not refresh the same creative. You cannot rerun a delivered creative. The creative is locked. To run again, create a new one in the same campaign.

How to Improve the Next Creative

Before the next submission, take two minutes to revisit the three places that shape output:

• Client description. Is the brand and tone clearly captured? Edit on the client's settings page. See Writing Effective Product Descriptions and Dialogue.
• Campaign research URLs. Is at least one strong URL in there? A live product page is usually the best one.
• Persona drawer. Are the structured fields filled (gender, age, personality) and the additional notes specific? See How Persona and Actor Direction Work.

Sharper inputs are the single biggest lever on output quality. Most "second try" wins come from input changes, not from the AI doing something different.

The Iteration Cadence

Most customers find their formula inside two or three creatives. The first creative tells you what your inputs actually produce. The second tells you how adjustments to those inputs change the output. By the third, most teams have a repeatable recipe that consistently delivers what they want.

The 24 hour turnaround means a full diagnose, adjust, resubmit loop fits inside a single business day. Submit in the morning, review when it lands, refine, submit again the next morning.

For full delivery review options, see How to Review a Delivered Creative. For broader output quality questions, see Common Questions About Video Quality.