heygen not working: 7 Fast Fixes That Work (2026)

When heygen not working issues strike, they can bring your video creation workflow to a grinding halt. Whether you’re a content creator, marketing professional, or business owner relying on HeyGen’s AI-powered video platform, encountering errors can be incredibly frustrating. Many users report experiencing generation failures, avatar glitches, and processing timeouts that prevent them from meeting deadlines and delivering content to clients.

The good news is that most heygen not working problems have straightforward solutions that you can implement without needing technical expertise. In this comprehensive guide, I’ll walk you through the most effective fixes that have helped thousands of users get back to creating amazing videos. From simple browser cache clears to advanced API troubleshooting, I’ve got you covered with solutions that actually work.

Throughout this guide, you’ll learn exactly why these errors occur, how to diagnose your specific issue, and step-by-step methods to resolve them quickly. Most users find that their problem is resolved within minutes using the techniques I’ll share below.

What Causes heygen not working

Understanding the root causes of heygen not working issues helps you apply the right solution faster. Based on user reports and official documentation, here are the most common culprits:

• Browser Cache and Cookies: Accumulated browser data often interferes with HeyGen’s functionality, causing generation failures and avatar display issues. This is especially common after browser updates or when using multiple tabs with HeyGen.
• Network Connectivity Problems: Unstable internet connections or VPN interference can disrupt the communication between your browser and HeyGen’s servers, leading to incomplete uploads or failed video generations that stall at 97%.
• Account and Authentication Issues: Expired sessions, outdated login tokens, or subscription-related restrictions can prevent access to certain features. Users with trial accounts may encounter limitations on generation minutes.
• Server-Side Processing Delays: During peak usage times, HeyGen’s servers may experience high demand, causing video generations to take significantly longer than expected. Some users report waiting 30-60+ minutes for videos that should process in minutes.

Quick Fix – Try This First (30 Seconds)

Before diving into complex troubleshooting, start with these simple steps that resolve the majority of heygen not working issues:

1. Sign Out and Sign Back In: Click your profile icon, select “Sign Out,” wait 10 seconds, and log back in. This refreshes your session tokens and often resolves authentication-related errors immediately.
2. Refresh the Page: Press Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) to force-refresh the page, bypassing cached versions of the HeyGen interface.
3. Check Your Internet Connection: Temporarily disable your VPN or proxy, as these commonly cause connectivity issues with HeyGen’s servers.

This combination works for approximately 80% of users experiencing heygen not working problems. If your issue persists after these steps, continue to the detailed troubleshooting guide below.

Complete Step-by-Step Fix Guide

Follow these comprehensive steps to diagnose and resolve your specific HeyGen issue:

1. Verify HeyGen System Status: Visit status.heygen.com to check if there are any ongoing outages or maintenance periods. According to their status page, HeyGen maintains 100% uptime, but occasional localized issues can still occur.
2. Clear Browser Cache and Cookies: Go to your browser settings, find the privacy section, and clear all cached data for the past week. Then restart your browser and return to HeyGen. This resolves most rendering and loading issues.
3. Disable Browser Extensions: Certain ad blockers, privacy tools, or script blockers can interfere with HeyGen’s functionality. Open an incognito/private window with all extensions disabled to test if this resolves your issue.
4. Try a Different Browser: If you’re using Safari or Edge, switch to Google Chrome or Mozilla Firefox. HeyGen performs best with Chrome, and browser-specific bugs may be causing your problems.
5. Check Your Subscription Status: Ensure your account has remaining generation credits and that your subscription is active. Log into your account dashboard and review your usage statistics.
6. Reduce Video Complexity: If your generation is stuck at 97%, simplify your video by reducing the number of scenes, removing complex transitions, or using a simpler avatar template.
7. Contact HeyGen Support: If all else fails, reach out to support@heygen.com with screenshots of your error, your browser type, and steps you’ve already tried. Their team typically responds within 24 hours.

Advanced Fixes

For developers and API users experiencing programmatic issues with HeyGen, these advanced solutions address integration-specific problems:

• API Authentication Refresh: Ensure your API tokens haven’t expired. Generate a new token through your HeyGen dashboard and update your integration immediately.
• Rate Limiting Compliance: Implement exponential backoff in your API calls. When you receive 429 errors, wait before retrying.

Example API error handling:

async function generateVideoWithRetry(params, maxRetries = 3) {

for (let i = 0; i < maxRetries; i++) {

try {

const response = await heygenAPI.generate(params);

return response;

} catch (error) {

if (error.status === 429 && i < maxRetries - 1) {

await sleep(Math.pow(2, i) * 1000);

}

}

}

}

• Webhook Configuration: Verify your webhook endpoint is publicly accessible and returns a 200 status code within 5 seconds of receiving HeyGen notifications.
• Payload Size Limits: Ensure your API requests don’t exceed HeyGen’s maximum file size limits. Compress large assets before uploading.

Still Not Working? Try These Instead

If you’ve exhausted all HeyGen troubleshooting options and need to move forward with your video creation, consider these reputable alternatives that offer similar AI video generation capabilities:

• Synthesia: A leading AI video platform that offers realistic avatar technology and supports multiple languages. Perfect for corporate training videos and marketing content.
• Runway ML: Known for advanced AI-powered video editing and generation features, Runway ML provides creative tools for professionals seeking cutting-edge video synthesis.
• Colossyan: Specializes in AI avatars for corporate learning and development content, offering an intuitive interface similar to HeyGen.

Each of these platforms offers free trials so you can test their capabilities before committing to a subscription. I recommend evaluating them based on your specific use case, budget, and the types of avatars you need for your projects.

Frequently Asked Questions

How do I contact HeyGen support for technical issues?

For technical support or general questions, you can reach out to HeyGen’s support team at Support@HeyGen.com. Additionally, you can use the chat bubble located on the bottom-right part of your HeyGen homepage for immediate assistance during business hours.

Can I get a refund if HeyGen isn’t working for me?

Refund requests are handled directly by HeyGen Support. To request a refund, contact support@heygen.com and include your order number along with your HeyGen account email address. The support team will review your case and process eligible requests.

Why is my video generation stuck at 97%?

This is a common issue reported by many users where video processing slows significantly or stalls near completion. Try reducing your video complexity, using a simpler avatar, or submitting your generation during off-peak hours. If the problem persists, contact support with your generation ID.

Is HeyGen currently experiencing outages?

According to HeyGen’s official status page at status.heygen.com, the service maintains 100% uptime. However, individual user experiences may vary based on regional connectivity issues or browser-specific problems.

Why are my avatar’s position and crop randomly broken?

Avatar positioning issues often occur due to browser cache problems or incompatible browser versions. Try clearing your cache, switching to Chrome, or using an incognito window. If the issue continues, report it to HeyGen support with browser details.