Our help center has moved. Read the current guide at docs.mochi.tv. For an existing support request, keep replying in the same conversation.
A completed clip with an unwanted result needs a different approach from a render that failed to finish.
If you already checked or corrected the setup and the same problem remains, pause paid re-renders and ask the team to review it in this conversation. Keep the existing work. You do not need another ticket or another paid test.
Check the affected scene
Open the correct series, episode and scene. Compare the clip with its Script, Cast in this scene, Location and selected character images or looks. Identify the line, action or timestamp that differs.
If you want a deliberate creative change, revise one clear problem and state what should stay. Review the updated scene card and current Gem quote before deciding whether to render. For examples, see the Scene Creation Guide.
Use footage you already have
If the ending is too long, try Trim → Save trim. If an earlier available take is better, consider Versions → Browse earlier renders → Restore. Restore returns that take’s script, clip and trims together. These controls do not create a new performance or guarantee recovery of missing work.
If the mismatch persists
If the result repeatedly ignores the saved setup, changes language unexpectedly or loses expected subtitles, ask for human review in your current support conversation. Tell us the affected scene, the mismatch and any steps already tried. A screenshot or timestamp helps when available; a written description is enough to begin.
Broken audio or voices
For missing, robotic, distorted or out-of-sync audio, or audio that works in a scene but disappears from the full episode, pause paid re-renders and keep the existing material. Changing references, buying another render or composing a new score is not a verified repair.
If you know, tell us whether it affects the individual scene, full episode or both. Do not repeat details already provided. The team must confirm the cause, repair status and any timing for your case. See Audio troubleshooting.
Start a conversation
If you are reading this outside chat, open Profile → Support in Mochi. For a Gem charge concern, explain what the charge was for and what went wrong. Only a team member or the support lead can approve a Gem return or goodwill grant; a correction or credit is not guaranteed.
What changed in the October 9 update?
Script edits: typed changes are protected when moving between the scene editor and other controls. Save when asked to keep your script edits, and check the final scene card before rendering.
Correct scene targeting: corrections are better matched to the requested episode and scene. State the intended episode and scene clearly; if Coach asks which one, clarify before approving.
Dialogue and continuity: the update adds stronger protection for approved dialogue and details such as wardrobe or lighting. Overlong dialogue may be shortened in a draft before approval; review the changed lines. Generated footage can still vary, so this is not a guarantee of a perfect take.
Names and cast: use the selected characters and confirm a shorthand when asked. Mentioning someone in dialogue is different from putting them on screen. The scene editor supports up to 6 characters, with a reliability warning above 3.
Choose dialogue language
Set the series language under Edit series, or ask Coach for a specific dialogue language. The default is English unless changed. The language you type in does not automatically choose the spoken language, and already rendered footage does not change retroactively.
If the update is applied and the same problem continues, share the affected scene and expected versus actual result here. Do not buy another render to prove the issue. The team needs to review persistent failures and any financial correction separately.