“Credits Held for Review”: What Support Is Checking, How Long It Takes, What You Should Do

Quick answer: Most failures refund themselves. A few cannot: the request had reached the model, something went wrong afterwards, and the site cannot tell whether a clip was produced. Refunding blindly would pay for a clip twice, so the credits stay held and a person checks. The review ends in one of two rows in your history: a refund (nothing was delivered) or a charge (the clip was delivered and appears on the segment). Do not generate the same segment again while it is held; that would hold a second amount. You do not need to write in.

Still from “Starfall Command”, an AI short drama generated end-to-end by SceneMixer (7 characters, 1 episode) — Sample: “Starfall Command” — Realistic HD, 1 episode, produced end-to-end by SceneMixer from the script · watch the episodes

Open the credits panel: the held amount is listed separately, and the task number on the card matches the row in the history.

Why some failures are held instead of refunded

The site refunds on the spot only when it knows the model never did the work: the provider refused, or the request never left. When the request reached the model and the failure came after — a connection dropped mid-generation, the finished clip could not be stored, the provider cannot report the result — there may be a clip on the provider’s side that was already paid for. That is the case that goes to review. The three families of failure messages: When a Generation Fails.

The SceneMixer episode editor: asset library on the left, the storyboard in the middle, the video preview on the right, and every segment along the bottom timeline — A held task is marked on its card; the amount shows under 'held' in the credits panel until support settles it.

What the review does

Support looks at the task: whether the provider produced a clip, whether it can be fetched and delivered, what the error was. If the clip exists it is delivered to your segment and the held credits become a normal charge; if not, they are refunded. A task whose provider can still be asked is checked automatically first; only the ones that cannot be resolved that way reach a person.

How long

Automatic checks run within minutes to hours. Support reviews what is left, and the result appears in your history without any action from you. If a held amount is older than a few days, send feedback with the task number — How to get help.

What you should and should not do

Do: keep working on other segments; check the segment later — a delivered clip lands there by itself. Do not: regenerate the same segment to “fix” the hold; that is a separate task with its own hold, and if the first clip is later delivered you have two. Deleting the project does not settle a held task either: it stays held until support decides it.

Related rows you may see

Refunded by support: the review found nothing delivered. Settled: a clip that was delivered while the charge had failed, now charged. Both carry the task number. Reading Your Credit History; the full picture of what refunds and what does not: Refund rules.

Outcome of the review	Row in your history	On the segment
Nothing was delivered	Refund	Still failed; regenerate when you like
The clip was delivered	Charge	The clip appears as a version
Delivered earlier, charge had failed	Settled	Already there

FAQ

Did I lose the credits?

No. They are held, not spent, until the review ends in a refund or a charge.

Should I open a ticket?

Not for a hold under a few days old; the review runs by itself. Write in with the task number if it is older.

Can I regenerate the segment meanwhile?

You can, but it is a second task with a second hold. Better to wait.

Why does this take a person?

Because paying the provider twice is worse than waiting a day; only the ambiguous cases go this way.

Does a hold count as a moderation strike?

No. Holds are about delivery, not content.

Leave it held, keep working

The review settles it either way; the segment updates on its own if the clip exists.

Open your credit history

Updated September 27, 2026