Skip to main content
Participating Frequently
April 29, 2026
Question

I used the Topaz Upscale for video. It ran the process, took the credits but didn't provide me with the end product. There is nothing new to download. There is no upscaled video showing in the Generation History. I want the credits refunded.

  • April 29, 2026
  • 1 reply
  • 40 views

I used the Topaz Upscale for video. It ran the process, took the credits but didn't provide me with the end product. There is nothing new to download. The photo shows the original video I uploaded, and I place the box for the upscale to the right of it and there is nothing there. There is no upscaled video showing in the Generation History. I want the credits refunded. 
Project


 

    1 reply

    Hajar Toutsi
    Community Manager
    Community Manager
    April 29, 2026

    Hi David28119947zghu
    Thanks for bringing this to our attention.

    Could you let us know the file size along with the upscale settings you used for your generation? We just want to make sure the file isn’t exceeding the limits for Topaz Video Upscaler:

    • Max output resolution: 3840 x 2160

    • Minimum frames for all video models: 5

    • Maximum frames: 9000 (Fast/Quality models) and 450 (Creative model)

    • Supported format: .mp4 only

    Sharing these details will help us narrow down the cause of the error.

    Hajar

    [Moved to questions]




    Participating Frequently
    April 29, 2026

     

    These were my settings. 
    The video I uploaded is 
    MP4, 223.8mb, 1280x720 4min 12sec

    Hajar Toutsi
    Community Manager
    Community Manager
    May 1, 2026

    Thanks for sharing the details @David28119947zghu 
     

    I’ve escalated the issue to the relevant team and will provide you with updates as soon as I hear back from them.

    We truly appreciate your patience in the meantime.


    Hajar