What if my Runway generation is stuck in queue or fails?

A long wait after pressing Generate means your job is in Runway's global queue — normal at peak hours. If a job ultimately fails, Runway automatically refunds the credits it consumed, so you don't lose anything.

How the queue works

• Runway's compute is shared worldwide; evenings in the US and Europe are the busiest and queues get noticeably longer.
• Job status moves from queued → generating → done. You can close the tab while queued — the result is saved to Sessions for you to pick up later.
• Multiple jobs from one account process in order, and other members of the shared account are in the same line, so waits run a bit longer than on a private account. That's expected.
• Stuck in queue for over 30 minutes? Refresh the page to check the status. Don't resubmit the same job — each copy is billed separately.

Why generations fail

1. Content moderation: prompts or uploaded images involving real celebrities, violence, or adult content get rejected. Reword the sensitive parts or swap the image.
2. Bad input image: oversized or oddly formatted files can fail — stick to JPG/PNG under 4096px on the long edge.
3. Service hiccups: occasional backend errors; a single Re-run usually goes through.

Do I get the credits back?

• Jobs the system marks as Failed are refunded automatically — verify in the bottom-left balance or the usage breakdown.
• "It generated fine but I don't like it" is not a failure and is not refunded — that's the normal variance of AI generation. Prototype on Turbo models to keep the cost of a miss low.
• If a failed job's credits haven't come back after half an hour, note the job time and cost, then contact FoxVIP live support with your order number.

If it keeps happening

• Same prompt failing repeatedly: it's almost certainly moderation — change the wording, not the time of day.
• Every job failing: confirm the credit balance isn't empty, then sign in again from a different network or an incognito window.