First check what the app says: queued, processing, and failed describe different situations. A scene render and finishing an episode are also separate steps.
Note the series, episode, and scene, and the action you started.
Capture the status or error and roughly when it started.
Avoid submitting the same action repeatedly while it is still processing.
If it remains stuck, repeatedly fails, or has already been waiting an unusually long time, tell us in your current support conversation. If you have not started one, open Profile → Support. Include the affected series and episode/scene, the displayed status and roughly how long it has been waiting. If it has been stuck for days, say so. A screenshot is optional; a written description is fine. Details you have already supplied do not need to be repeated.
Do not reset the episode, delete its assets, or clear app storage to try to release a stuck job. Those steps can make the original problem harder to investigate.
If Gems were deducted, mention the action and whether any balance returned after failure. Support needs to check the actual result before confirming a Gem adjustment.
Keep further updates in the same conversation.
Coach says it is processing, but nothing starts
A chat message saying queued, rendering, finished or published is not proof that the action ran. Check the actual scene or episode status. Use the displayed scene controls to approve a render or the episode’s Finish control when ready; do not repeatedly type a request and assume a job has begun.
The October 9 update improves Coach’s action messages, correct scene targeting and Studio errors in larger casts. If the mismatch still happens, tell us which action and what the app actually shows. Do not repeat a paid attempt just for troubleshooting.
A finished private episode plays an old cut
The update improves routing to the latest finished private version. Open the intended episode in Studio and use the dock’s Watch episode control to check the latest finished cut. An already open player or an older downloaded file may still contain the earlier version. If the updated view still plays the wrong cut, send the series, episode and where you played it; do not keep reopening, finishing or purchasing HD as a repair attempt.
When the update does not resolve it
A release fix does not prove a particular job completed or a previous episode was repaired. Keep your work and report the current status here. Strong frustration, a repeated failure or lost work should go directly to a team member, without another troubleshooting loop.