The elves can think of a few reasons why this may occur:
1. You just completed your personalization and the video is still being created. This process should take about 2 minutes, depending on the number of videos being processed on the server simultaneously. Once your video is ready, you can watch it as many times as you wish!
2. You did not complete the personalization form. If you already have, the session expired before it was saved (this happens if you take more than 1 hour to complete the form).
3. You completed your personalization form, but decided to make a modification and then did not complete the process.
If none of these situations apply to you and you're still having trouble, contact the elves HERE. Be sure to describe the steps you've taken to try to resolve the problem.