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.