"A Reference Image Shows a Real Person's Face": Why, the Refund, and the Fix

Quick answer: The video provider checks the reference images of every segment, and refuses a generation when a face in them looks like a real person — an actor’s likeness, or a photo of someone. The segment shows The provider’s face check flagged a reference image as showing a real person’s face (an actor’s likeness, or a photo). Regenerate that character’s image with different facial features, or upload a different image, then retry. The credits are refunded automatically. Retrying without changing the image fails the same way, and repeated blocks pause video generation for a while.

Still from “The Last Envelope”, an AI short drama generated end-to-end by SceneMixer (6 characters, 1 episode) — Sample: “The Last Envelope” — Realistic HD, 1 episode, produced end-to-end by SceneMixer from the script · watch the episodes

Look at the character sheets used in the failed segment: the one that could pass for a known actor, or that is a real photo, is the one to change.

Which image it is

Usually a character sheet in a realistic style whose face came out close to a well-known actor — common when a character is named after, or written like, a famous role — or a real photograph you uploaded as a character. It is almost always one of the character images attached to that segment.

The refund and the pause

The segment is marked failed and its credits come back on their own; there is nothing to request. Like other content blocks, it counts toward the pause: after 12 blocked video attempts within a day, video generation pauses for 1 hour. So do not press retry on the same segment again and again: fix the image first. The pause rules.

What to change

Regenerate the character’s sheet with features that are clearly their own: a different hairline, a scar, a broken nose, freckles, glasses. Changing words that do not change the face (a different coat) will not help. Describe a face so it is not a generic face.
If the name itself is a famous role, the face tends to drift back toward that actor however you describe it; a distinct look helps more than a longer description.
If you uploaded a photo of a real person, replace it with an image of a character who is not a real, identifiable person. Using your own photo.
Consider a stylised visual style for the project — anime, 3D or illustration faces sit far from any real person and are rarely flagged.

Then generate the segment again. Real people, brands and franchises.

Character sheets can be refused too

The same check can stop a character image from being made, for example when you redraw a sheet from a photo of a real person. That is refunded as well and does not count toward the video pause.

Cause	Fix
Sheet looks like a famous actor	Regenerate it with distinct features
Character named after a famous role	Give them a distinctive look, not just more words
Uploaded photo of a real person	Replace it with a non-identifiable image
Realistic style keeps drifting to real faces	Try a stylised preset

FAQ

Was I charged?

No. The credits come back automatically.

Why does retrying not help?

The same image is checked again and refused again, and each block counts toward the pause.

Is my project in trouble?

No. It is a check on one image; change that image and carry on.

Can I appeal?

Not on the site. The check is the provider's; changing the image is the way through.

Change the face, then try again

The failed attempt is refunded; a distinct character sheet gets the segment through.

Open your project

Updated September 30, 2026