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Video Priority Processing Times
Video Priority Processing Times

Note: this article is for users who purchased HeyGen’s new Creator and Team plans launched in August 2024.

Avi Yaffe avatar
Written by Avi Yaffe
Updated over 2 months ago

Priority Processing for Your HeyGen Videos

Under the new unlimited plans, we are now using Priority process queues ("Lines") to ensure fair access for everyone and protect against misuse.

This means that each tier is entitled to a specific amount of videos to be priority processed (fast) per month, after which they will be subjected to the regular queue processing time.


The regular queue currently is just under 24h on average during weekdays, and is known to be faster during weekends (based on US time zones).


Why is my video on "Pending"?

As soon as you submit a video, it's status will be currently "Pending". Seconds later, it will fall into the Priority or Regular queue for processing. This would depend on the type of plan you are on-

  • Free Plan: Videos are processed after those from paid plans, with a standard wait time.

  • Creator Plan: The first 30 videos each month are processed with priority. After reaching this limit, videos may take up to 36 hours or more to complete.

  • Team Plan: Get priority processing for the first 100 videos each month. After that, videos may take up to 36 hours or more to process.

  • Enterprise Plan: Enjoy full priority processing for all your videos, ensuring the fastest turnaround times.

In the future we hope to be able to present more accurate timeline for these queues, but currently we can assess regular processing times are around 24h.

My videos have been pending for a long time - What can I do?

If you have used up all of your priority processing quota, and feel your videos have been stuck for too long, please reach out to support with those videos ID so we can take a better look. Videos that are pending under 36 hours are not considered "stuck" so please allow at least 36 hours for those videos to be completed. If they are longer than 10 minutes it might take even longer.

Thank you for being a part of the HeyGen community. We’re excited to see what you create next!

💜 The HeyGen Team

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