Safe recovery steps
Hotel Lobby AI Not Working? Check the Task Before Retrying
If a task already exists, check that task in My videos before creating another one. If no task exists, choose the stage below.
Troubleshooting
Where did it fail?
Open the matching stage. These checks do not submit a task or use credits.
PhotosThe image will not select, preview or upload.
- ✓ Confirm that each photo shows an authorized adult clearly.
- ✓ Try a supported JPEG, PNG or HEIC file within the displayed size limit.
- ✓ Keep both faces visible when using one shared photo.
Next: Choose the photo again and wait for its preview before continuing.
Stop and check: Do not submit if the preview is missing or shows the wrong person.
Sign-inThe login window closes or returns to the same screen.
- ✓ Finish the Google sign-in in the same browser.
- ✓ Allow the site to return to the original page.
- ✓ Check whether My videos is available after the return.
Next: Complete one sign-in attempt, then refresh the page once.
Stop and check: Never send a password, verification code or login cookie to support.
CreditsThe balance or displayed task cost is unexpected.
- ✓ Compare the visible balance with the task cost before submitting.
- ✓ Check recent orders and tasks before buying another pack.
- ✓ Keep the order reference if a completed order did not update the balance.
Next: Contact support with the account email and order reference.
Stop and check: Do not place another order solely to test whether the first one worked.
TaskSubmission is delayed, uncertain or appears stuck.
- ✓ Open My videos and find the original task.
- ✓ Check its current status before refreshing or leaving the page.
- ✓ Keep the task reference and approximate submission time.
Next: Wait for a terminal status or contact support with the task reference.
Stop and check: A delayed or uncertain task may still be running. Do not create the same request again.
PlaybackA completed result will not play.
- ✓ Open the authenticated result page for the original task.
- ✓ Wait for the video control to finish loading.
- ✓ Try the download only after the result is marked complete.
Next: Record the task reference, browser and visible error for support.
Stop and check: Do not share a private result URL or account session.
DownloadThe file does not save or open.
- ✓ Use the download control on the authenticated result page.
- ✓ Check the browser download list and available device storage.
- ✓ Confirm that the saved file is an MP4 before opening it.
Next: Retry the download from the same completed result page.
Stop and check: Do not regenerate the video to solve a local download problem.
A delayed or uncertain task may still be running. Repeated submission can create a second paid task; refreshing the status is safer than sending the same request again.
What to send support
Email support@thehotellobbyai.com with the account email, task or order reference, approximate time, browser and the exact message shown. A cropped screenshot is useful only after private faces, order details and other personal information are hidden.
Do not send a password, one-time code, authentication cookie, payment card number or private video file.
Check the normal path
The normal sequence is photo preview → sign-in → balance check → one confirmed submission → task status → private playback and download. Read how Hotel Lobby AI works for that path, or the AI video waiting guide if a task is already in progress.