Troubleshooting & FAQ

This guide covers common problems that may occur while using Cutflow, their solutions, frequently asked questions, and a glossary of terms.

Overview

This document organizes issues you may encounter while using Cutflow by category, and provides the cause and solution for each. If you encounter a problem not addressed in this document, please contact the support team.

General Issues

Login Is Not Working

Symptom: The screen does not proceed or an error occurs when logging in with a Google account.

Solution:

  1. Check your browser: Make sure you are using the latest version of Chrome, Safari, or Edge.
  2. Clear cookies/cache: Clear your browser's cookies and cache, then try again.
  3. Try incognito mode: Attempt to log in from an incognito (private) browser window.
  4. Check popup blocker: Verify that your browser's popup blocker is not blocking the Cutflow domain.
  5. Check Google account: Confirm that you are properly logged into your Google account.

Login Does Not Work in an In-App Browser

Symptom: Google login does not work when accessing Cutflow from an in-app browser in apps like KakaoTalk, Instagram, or Naver.

Cause: In-app browsers may not properly handle OAuth (Google login) popups due to security restrictions.

Solution:

  1. In the in-app browser, tap "..." or the share menu in the top-right corner and select "Open in external browser" (or "Open in Chrome" / "Open in Safari").
  2. Alternatively, copy the URL (app.cutflow.so) and paste it directly into Chrome, Safari, or another standard browser.

Session Has Expired

Symptom: You are suddenly redirected to the login screen while working, or a "Session expired" message appears.

Cause: For security purposes, sessions automatically expire after a certain period (24 hours) of inactivity.

Solution:

  1. Log in again. All projects and assets you were working on are safely saved.
  2. During extended work sessions, verify that auto-save is working.
  3. If session expiration occurs too frequently, check your browser's cookie settings.

Page Loading Is Slow

Symptom: The editor or Asset Library page takes a long time to load.

Solution:

  1. Check your internet connection.
  2. Verify that you do not have too many browser tabs open.
  3. Clear the browser cache and refresh the page.
  4. For projects with a large number of assets (200+), using category filters will improve loading speed.

Image Generation Issues

Character Appears Differently

Symptom: The same character (@ID) looks different across cuts.

Causes and solutions:

CauseSolution
Using a model with weak character consistencySwitch to a strong consistency model (InstantCharacter, IP-Adapter Face ID, Flux Kontext Pro, Flux 2 Flex)
Insufficient Character Sheet qualityRevise the appearance description to be more detailed and regenerate the sheet with a high-quality reference image
Missing @character referenceVerify that @charactername is included in the prompt
Describing character appearance differently in the promptDo not separately describe character appearance in the prompt; let the @ID reference handle it

Image Quality Is Low

Symptom: Generated images are blurry or lack detail.

Solution:

  1. Use a higher-tier model: Fast models (Flux 2 Flash, Flux 2 Turbo) are for preview purposes. Use a Standard model (Flux 2 Pro, 5cr) or higher.
  2. Improve the prompt: Write a more specific and detailed prompt. Specify style, lighting, camera angle, etc.
  3. Check reference image quality: Verify the resolution and quality of the character reference image.

Model Compatibility Warnings Are Displayed

Symptom: Some models are disabled during model selection and warning messages are displayed.

Cause: The model is incompatible with current settings (number of characters, aspect ratio, etc.).

Solution:

  1. Check the incompatibility reason in the warning message.
  2. Select from compatible models, or adjust your settings.
  3. Using Cutflow's auto-recommended model avoids compatibility issues.

Common compatibility warning messages:

MessageMeaningSolution
"Reference images not supported"Model does not support reference imagesUse only for scenes without characters
"Supports up to N reference image(s)"Reference image count exceededNeed a model that supports more references
"X:Y aspect ratio not supported"Aspect ratio not supportedSelect a different model or change the ratio

Image Generation Failed

Symptom: An error occurs after requesting image generation.

Solution:

  1. Check credits: Verify that you have a sufficient balance.
  2. Check the prompt: Verify that the prompt is not empty.
  3. Retry: The AI service may be temporarily overloaded. Try again after a moment.
  4. Try a different model: If generation fails repeatedly with a specific model, switch to a different model.

Video Generation Issues

Video Generation Is Taking a Long Time (Polling Wait)

Symptom: The video generation status remains "Processing" for an extended time.

Cause: Video generation is processed asynchronously and takes 2-6 minutes depending on the model. It may take longer during service load.

Solution:

  1. Wait: Processing within the model's expected time range is normal.
    • Fast models: ~2-3 minutes
    • Standard models: ~2-4 minutes
    • Premium models: ~5-6 minutes
  2. Work on other tasks: You can edit other cuts while video generation is in progress.
  3. Recheck status: Use the "Retry Check" button to re-query the generation status.
  4. If exceeding 15 minutes: The generation may have failed. Try generating a new video.

Audio Is Not Included

Symptom: You enabled the audio option, but the generated video has no sound.

Cause: The selected model may not support audio.

Solution:

  1. Check audio-supported models: Only the following models support audio:
    • Seedance 1.5 Pro
    • LTX 2 Fast
    • Kling 2.6 Pro
  2. Enabling the "Audio" filter during model selection shows only supported models.
  3. For scenes requiring audio, Seedance 1.5 Pro (12cr) offers the best value.

Video Duration Differs from Request

Symptom: You requested a 10-second video, but the generated video is 8 seconds or a different length.

Cause: Each model supports only fixed duration options. If the requested duration is not supported by the model, the closest supported duration is used.

Solution:

  1. Check the supported durations for each model. (See AI Models & Quality)
  2. Select a model that supports your exact desired duration.
  3. Example: If you need a 10-second video, select MiniMax 02 Pro (6, 10 sec), Kling 2.6 Pro (5, 10 sec), Kling O3 (3, 5, 10, 15 sec), etc.

Video Generation Failed

Symptom: The video generation status shows "Failed."

Cause: Various reasons are possible.

Failure ReasonSolution
Model server overloadRetry after a moment
Content safety filter triggeredModify the prompt and retry
Network timeoutCheck internet connection and retry
Keyframe image quality issueRetry with a different keyframe

Credits are not charged for failed video generations.

Account & Credit Issues

Credits Are Insufficient

Symptom: The generate button is disabled and an "Insufficient credits" message is displayed.

Solution:

  1. Click the credit recharge notification button to purchase a credit pack.
  2. For credit saving tips, refer to Credit Saving Tips.

Credits Were Not Applied After Purchase

Symptom: Payment is complete but the credit balance has not been updated.

Solution:

  1. Refresh the page: Refresh your browser.
  2. Wait briefly: Payment processing may take up to 1-2 minutes.
  3. Check payment confirmation: Verify whether a payment receipt arrived by email.
  4. Still not reflected: Contact the support team with your payment receipt.

Credit Charges Differ from Expected

Symptom: More or fewer credits were charged than expected.

Things to check:

  1. Video credits are calculated as base credits x Duration Multiplier. See Video Credit Calculation.
  2. If multiple images were generated, credits per image x number of images is charged.
  3. Decimal results are rounded to the nearest whole number.

Glossary

A summary of key terms used in Cutflow.

Term (English)Definition
@IDA registered character's or location's unique identifier. You call it in prompts like @Seohee or @Cafe to place the character or location in a scene. The associated description and reference images are automatically linked.
@LocationIDA registered location's unique identifier. Works the same as character @ID but for locations. When called in a prompt, the location description and Primary image are automatically referenced.
Auto-FlightA feature within Shot Plans that automatically batch-generates keyframes for all cuts in the plan.
Base VariationThe default variation that is automatically created when you register a character or location. Cannot be deleted.
Character SheetA reference image set showing the character's front view, side view, expressions, etc. The AI generates it automatically, or you can upload your own. It serves as the standard for character consistency across all subsequent image/video generation.
Concept ImageAn image for visually previewing a character's appearance. Used to verify the look before investing in a Character Sheet. Costs 5 credits to generate.
ConsistencyThe degree to which the same character maintains an identical appearance across multiple cuts. Classified as weak/medium/strong/none.
CreditThe unit of currency for Cutflow services. Consumed during AI image/video generation. Charged at different rates by model. Character/location registration, AI chat, and export are free.
CutThe minimum unit of the storyboard. It constitutes a single scene and contains attributed scripts, image prompts, video prompts, keyframes, and Takes.
Cut EditorThe 3-tab system for completing a single cut (Script, Keyframes, Takes). Located in the center panel of the editor.
Duration MultiplierA weight multiplied against base credits based on video duration. Short videos (4 sec) use 0.8x, longer videos (15 sec) use 2.5x, etc., with credits increasing proportionally.
Image-to-Video (I2V)AI technology that takes a single image (keyframe) as input and generates a moving video. The keyframe becomes the first frame of the video.
KeyframeThe representative image for a cut. One is selected from multiple candidates and used as the visual standard for the cut. It serves as the first frame during video generation.
LocationA registered place. Call it with @LocationID in prompts/scripts to automatically reference the place description and image.
NLENon-Linear Editor. A system that allows editing video in any order. Cutflow is a production environment that integrates AI generation with NLE functionality.
ProjectA single short-form drama production unit. A project contains characters, locations, a storyboard (cuts), and assets.
PromptA text description instructing the AI to generate images or videos. Image prompts describe visual scenes, while video prompts describe actions and camera movements.
Reference ImageA guide image provided to the AI during image/video generation. Character Sheets and location images are automatically attached when using @mentions.
ScriptThe scenario text for a cut. Composed of Location, Action, and Dialog blocks. The AI auto-generates image/video prompts based on the script.
Script BlockA unit that makes up a script. There are three types: Location (place), Action (behavior/description), and Dialog (dialogue).
Sequence RenderA feature that concatenates the representative Takes from all cuts in the storyboard in order and exports them as a single completed video.
Shot PlanAn AI-generated production plan that analyzes a script and automatically creates cut splits, character/location matching, and model recommendations.
StoryboardA visual plan organizing the scene flow of a drama in cut units. In Cutflow, it is displayed as the cut list in the left panel.
StudioThe Character & Location Studio -- a dedicated page for designing and managing characters and locations, including their variations, concept images, and sheets.
TakeEach version of a video generated from the same keyframe. Managed as Take 1, Take 2, etc. You compare multiple Takes and select the best one as the representative Take.
TierQuality classification of AI models. Divided into 3 levels: Fast (quick and affordable), Standard (balanced default), and Premium (highest quality).
VariationA version of a character or location with different visual attributes (e.g., school uniform/casual outfit, daytime/nighttime). Each variation has its own concept images and sheets/images.

Getting Additional Help

If you encounter a problem not addressed in this document:

  1. Use AI chat: For prompt-related issues, ask the AI chat assistant for help (free).
  2. Use the latest browser: We recommend the latest versions of Chrome, Safari, or Edge.
  3. Contact support: For technical issues or payment inquiries, please reach out to the support team.

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