# A photo or video didn't arrive

> What to check when a photo or clip is late or missing, and what happens to your Sins.

## A photo

Most photos arrive within a few seconds. If one didn't:

- **She said it didn't come through.** The photo failed or didn't pass its safety check, and your Sins were returned automatically. Check your balance, then ask again, perhaps describing it a little differently.
- **Nothing happened.** Your connection may have dropped. Refresh the page: if the photo was made, it will be in the chat and in your **Collection**. If it wasn't, the Sins will be back in your balance.

## A video

Open your **Collection** to see each clip's status:

- **In progress:** most clips take a few minutes. You can leave the page; we'll email you when it's ready.
- **In review:** a person on our team is checking it before it's released. This can take longer than usual.
- **Refused or failed:** your Sins were returned automatically.

## Sins not back?

Sins for a failed photo or clip are returned straight away. If they're missing from your balance, check the history in **Settings**, then **Plan**. If you still can't see them, email [support@sinfully.ai](mailto:support@sinfully.ai?subject=Missing%20Sins) with roughly when it happened and which companion it was.