At Synthesia, every video created on the platform goes through a moderation process designed to help ensure content is safe, responsible, and aligned with our Terms of Service and Content Moderation Policies. This helps protect customers, viewers, and the people represented by our AI avatars.
How content review works
When you generate a video, your content is first assessed through automated moderation systems. These systems help identify content that may require closer review. In some cases, content is then routed to a member of our content moderation team for a manual review.
Manual review allows us to evaluate content in context and make decisions on more nuanced or sensitive topics that automated systems alone may not be able to assess accurately.
What our content moderation team consider
During a manual review, content is assessed against Synthesia's published Content Moderation Policies.
Rather than focusing on individual words or phrases in isolation, our content moderation team consider the overall purpose, context, and intended use of the video. This helps ensure decisions are consistent and aligned with our platform standards.
Examples of factors that may be considered include:
The topic being discussed.
Whether the content falls into a restricted or prohibited category.
The type of avatar being used.
The overall context and intended purpose of the video.
Compliance with our Terms of Service and Content Moderation Policies.
Why some videos take longer to process
Most content is processed quickly. However, videos requiring manual review may take longer because they need to be assessed by the content moderation team. If your video is awaiting moderation, no action is usually required. Resubmitting the same video multiple times can increase review times.
Why similar content may receive different outcomes
A common question is why a video may be approved on one occasion but rejected later.
Moderation decisions are based on the policies in effect at the time of review, as well as the specific context of the submission. Previous approvals do not automatically guarantee future approval, even when content appears similar. Policies and interpretations evolve over time as platforms adapt to new risks, use cases, and regulatory expectations.
Tips to reduce delays and rejections
To improve the likelihood of a smooth review process:
Familiarise yourself with Synthesia's Content Moderation Policies before creating content.
Clearly state educational, informational, or training purposes where relevant.
Ensure your content remains factual and appropriately sourced.
Use the correct avatar type for the topic you are discussing.
Avoid resubmitting rejected content without making meaningful changes.
💬 FAQs
What happens if your content is rejected?
What happens if your content is rejected?
If a video is rejected, you'll receive a notification explaining that the content does not align with our Content Moderation policies. Please familiarise yourself with the policy linked to the violation and make necessary amendments such as switching to a custom avatar.
Can you appeal a decision?
Can you appeal a decision?
Yes. Paid customers can submit an appeal if they believe a moderation decision was made in error. Appeals are reviewed separately from the original decision to help ensure fairness and objectivity. Additional context about the purpose of your content can often help reviewers better understand your use case.
Our commitment
✍️ No moderation system is perfect. That's why Synthesia combines automated systems with human review, helping us balance scale, consistency, and contextual understanding. We continuously evaluate and improve our moderation processes to support a safe, transparent, and trustworthy platform for all users.