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Generation usually fails when the uploaded or reference image/video doesn't meet the requirements or content policy of the AI model used for that creative type. It can also happen because of a temporary processing issue. Try again with a different input and make sure your generation settings are valid. If the issue continues, contact support with the generation details so we can investigate.

Use a clear, high-quality image where your product is fully visible and easy to identify. Avoid blurry, heavily cropped, or obstructed images. For product-focused creatives, providing clear images from multiple angles can help the AI better understand your product.

AI-generated creatives may not reproduce every product detail perfectly. Product fidelity can be affected by image quality, the product's shape and details, and how clearly the product is shown in the reference image. For better results, upload clear, high-quality product images with the product fully visible and, when supported, provide multiple angles.

Yes. You can use your Shopify product information as the starting point for generating creatives by entering the product URL or syncing your Shopify store directly with Promer. Promer extracts available details such as the product name, images, description, metadata, and price, so you don't have to enter everything manually.

UGC video generation can take a few minutes because the system needs to generate and process multiple elements of the video. For a 20–30 second video, generation normally takes around 15–20 minutes, though processing time can vary. If your video is still processing after an unusually long time, contact support with your generation details so we can check its status.

Refund eligibility depends on your plan, purchase, and the circumstances of your request. Contact our support team with your account and payment details, and we'll review your request according to our refund policy.

Creative downloads are available on the Starter plan and above. If you're already on an eligible plan, the creative may still be processing or there may be a temporary generation or download issue. Wait until the creative has finished processing and try again. If you still can't download it, contact support and include the creative or generation you're having trouble with.

Yes. You can use your own prompt for more advanced creative direction, and you can provide a reference ad where the relevant feature supports it. Reference ads can help guide the structure and creative direction while generating a version for your own product.