My 12 credits deducted and the software automatically cloased

Topaz Video Bugs and Issues
1

Hello team,

I have bought 300 credits for $69 for 1 month

I tried to enhance my video, but 12 credits were deducted from my account, and the software crashed.

I did not get any result.

Can you pls check and fix these bugs?

Thank you

Avan

2

Hi Avan, can you send the logs from the app to the support team so we can look into this for you and get it sorted out? This way we can pull up your account and find the cloud render ID for review to see if it processed on the server side.

help@topazlabs.com

To gather logs, please select Help > Logging > Get Logs for Support and attach the zip file to your reply.

Here is a video to help with the steps of how to collect the logs.

3

Hi Topaz Team,

I have bought 300 credits for $69 for 1 month

I tried to enhance my video, but 12 credits were deducted from my account, and the software crashed.

I did not get any result.

Here is the log file I have attached to this email

Please check and give me back my 12 credits, which I haven’t used.

Thank you

Avan

(attachments)

logsForSupport.zip (1.18 MB)

4

I pulled up your account and the credits have been rolled back by the system, your account is showing that it currently have 300 credits for use.

5

Thank you for your response

I am also facing an issue when I try to log in to Topaz Photo, it did no happen anything.
It just shows the login screen, and the continue button is disabled.
I am not able to log in.
Kindly check from your side

Thank you
Avan

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6

Can you send the support team an email about this with the logs so the Photo team can follow up?

7

Hello team

I am also facing an issue when I try to log in to Topaz Photo, it did no happen anything.
It just shows the login screen, and the continue button is disabled.
I am not able to log in.
Also, I am trying to enhance the video from Topaz Video, but it took a long time. I tried 5 minutes video in 4k, but it took more than 3 hours
Kindly check and let me know

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Thank you
Avan

8

For Topaz Video when processing a clip and upscaling to 4k it can take awhile depending on the model being used and the systems hardware. A 3 hour processing time could very well be within the expected range of a 5 minute clip. If you would like to send the logs to the support team we can take a look.

The Photo issue I believe is being addressed in a support ticket that you submitted and the Photo team should be following up shortly with options.