When uploading footage to create your instant vatar, we aim to provide clear, easy-to-follow instructions on those walk-through screens.
However, sometimes there are issues with your footage and the error message will only show after the process is completed. Here you can read more about what each error message means to help you better understand how to fix your video and re-upload it to get your avatar created and achieve the best possible results.
As a general tip, avoid using footage with noticeable cuts, as this can cause glitches in your avatar. Also, be mindful of exaggerated head, hand or shoulder movements, as these may appear in the final avatar in ways you didn't expect.
You can also review our guidelines for creating an instant avatar here.
Avatar Error Codes
Consent Video Errors
Footage does not match consent
What this means: There is a mismatch between the footage you recorded for your avatar and your consent video. It could be that it's not the same person, or you recorded your consent video in a dark, not well-lit environment that made it hard recognizing it's the same person in both videos. If you used a very low quality camera for the consent video, this could also be the reason for rejection.
Next steps: You would need to create a new avatar and make sure-
1) The consent video and avatar footage are of the same person
2) The consent is recorded with a decent camera and well-lit environment
No face detected in consent footage
What this means: The system couldn't detect a face in your consent footage.
Next steps: Please ensure your face is clearly visible and follow the guidelines.
No valid audio detected in consent footage
What this means: We couldn't detect clear audio in the consent video you provided. This is usually if your microphone was off during the recording of the consent video, or your webcam microphone is properly working/set up.
Next steps: You would need to start the process again. When recording your consent video, please make sure your microphone is allowed to work on your google chrome browser (or other browser your using for HeyGen - we recommend Google Chrome). This could be a permission issue you need to fix on your Google Chrome setting/ other browser setting.
Code incorrect or not detected in consent footage/
Please make sure you read out the code correctly.
What this means: At the end of each consent video, the user is asked to read a four letter code to confirm the video is not pre-recorded. If you are getting an error regarding reading the code please try the following steps below.
Next steps:
1) Try reading the entire paragraph faster and reading the code faster. We know it sounds counter-intuitive, but it works!
2) Make sure you're reading each letter individually and not together - A- B- C- D-
Avatar Footage Errors
No human face detected in your avatar footage
What this means: The system couldn't detect a human face in your footage. This could mean that the footage is very blurry or dark, or that you're trying to create an avatar for a non-human ( animal, 3D model). Our algorithm currently does not apply to animals so we are unable to create non-human avatars. When it comes to 3D models, our policy is to first reject these avatars until the user can provide proof they own the 3D model and are not using someone else's model without permission. The process to get that approved is below.
Next steps: Make sure your face is clearly visible in the video and in a well-lit environment. For 3D model avatar, please contact our Moderation team at [email protected] and provide us with the rejected avatar ID, and proof the model was created by you/ you own the model. A screenshot from the software you used can be enough but we may require more evidence on a case-by-case basis.
No audio detected in video footage
What this means: Your video footage is missing audio. While we understand that some users prefer not to use their own voice when creating avatars and videos, having both audio and video is crucial for our algorithm to generate accurate lip-syncing for your avatar. To get the best results, we recommend uploading a video with audio so our system can properly create your avatar with lip-sync capability. Don't worry—you can swap the voice later in the AI Studio and never have to use your own voice!
Next steps: Please re-submit your footage in a new avatar process and make sure your video has clear audio for optimal results.
Footage too short / Footage too long
What this means: Your footage is either shorter or longer than the required length.
Next steps: Please start the process again and make sure your avatar footage is between 30 seconds and 5 minutes.
Inappropriate visuals detected
What this means: The system detected inappropriate visuals which mostly mean underaged children or naked body parts in your avatar footage. We do not allow either of those on our platform per AI safety protocols so please avoid trying to create such avatas or this could lead to an account ban if multiple attempts are made.
Next steps: Please start the process again and avoid uploading avatar footage with minors or naked persons.
Other Types of Errors
Server failure
What this means: There was an issue on our end. You can try again immediately and if the process failed for the second time, we might have a larger issue at hand. You can reach out to our support team via email or chat, but all problems on this level are fixed within a few hours, so you can also just come back tomorrow and this will be fixed!
Next steps: Wait a few hours or contact support to get a better time estimation for the solution.
Multiple failed attempts
What this means: You’ve attempted to create your avatar unsuccessfully three times due to issues mentioned above. This can lead to an avatar-ban on your account that can only be lifted by support team.
Next steps: Please contact our moderation team at [email protected] to resolve this.
# Why was my avatar rejected
# Why did my avatar fail
# My avatar was created but now it's showing an error
# My Avatar has been rejected by moderation