If you see the message "Something went wrong. Please reach out to our support team for assistance" before a video generates, this is usually caused by a browser or cache issue. Follow the steps below to resolve it.
Run Synthesia on the latest version of Google Chrome or Microsoft Edge. Use a single tab and close any background apps.
Do a hard refresh of the page:
On Windows: press Ctrl + Shift + R
On Mac: press Command + Shift + R
Return to your video and attempt the action again. If the issue persists, contact our Support Team.
✍️ When contacting support, include your browser version, operating system, and a description of what you were doing when the error appeared. This helps the team investigate faster.
💬 FAQs
I saw this message somewhere other than video generation. Does this still apply?
I saw this message somewhere other than video generation. Does this still apply?
"Something went wrong" is a generic message Synthesia reuses across different parts of the product, so the fix depends on where you saw it. The steps above resolve most pre-generation cases. If you saw it while logging in, see How do I troubleshoot browser issues in Synthesia?. If you saw it while creating motion graphics or using AI Playground, confirm the feature is enabled for your workspace before troubleshooting further, then see How do I fix video generation errors?.