Troubleshooting
Resolve common upload, creation, playback, credit and analytics problems.
On this page
Upload or processing problems
| What you see | What to do |
|---|---|
| Confirm your email first | Use the inbox confirmation link or resend it from the dashboard email banner. |
| Upload incomplete | Keep the upload tab open and let retries finish. If the tab was closed or the upload failed, return to Upload and send the file again. |
| Stored, not encoded | The file was saved for later. Open its page and start encoding when you want playback. |
| Waiting for funds | Check Wallet, add sufficient credit, then return to the file and start the encode again. |
| Storage allowance reached | Check Usage & billing. Remove files you no longer need or choose a plan that fits. |
| Processing failed | Read the file’s reason. Retry encoding when appropriate; use a fresh source upload if the file is damaged. Failed encoding fees are returned. |
| Blocked by content checks | Review the displayed reason. A blocked file cannot be published; contact support if you need the decision reviewed. |
Creator and thumbnail problems
| Problem | Next step |
|---|---|
| Local source will not load | Try a browser-playable MP4/WebM video or PNG/JPEG/WebP image. Local files must be no larger than 250 MB; choose ready library media for a larger source. |
| A hosted source stops loading | Reselect the library media to refresh its playback link. If capture remains unavailable, use a local copy. |
| GIF exceeds a limit or export times out | Shorten the clip, reduce frame rate or use a smaller size. The exported loop must fit 15 seconds, 180 frames and 20 MiB. |
| Download disappeared after editing | Export again. A previous export is cleared when its settings or selected frame change. |
| Save button is unavailable | Check the availability message. Local creation and Download remain available while hosting is unavailable. A thumbnail also needs a target video. |
| Existing image thumbnail does not use editor changes | Use this library image applies the existing image. Export a new thumbnail and Save & use thumbnail when hosting is available to apply your edits. |
| New thumbnail has not appeared | Wait for preparation and the selection confirmation, then reload the video or embed. Reset to automatic restores the generated poster. |
Playback and analytics problems
First check that the video is ready and its dashboard preview plays. Verify the published website uses the copied embed without altering its signed parameters. Check Allowed domains against the site’s exact host. A www host and the apex domain are separate entries.
A manually minted HLS link expires. Request a fresh playback link on your server if it has expired. Prefer the permanent embed when you do not need your own player. Browsers generally require autoplaying videos to be muted.
If analytics is empty, start playback in a public website embed and use a date range that includes today. Dashboard previews are excluded. Browser blockers and network failures may prevent reports; analytics totals do not determine billed delivery.
Billing, sign-in and support
For custom credit purchases, use the displayed minimum and maximum and no more than two decimal places. After payment, allow confirmation to arrive and check Credit history before buying again. A failed checkout does not add wallet credit.
For sign-in, use your account’s original password or provider method. Password reset links expire after 24 hours and only the newest works. If sign-in attempts are temporarily limited, wait for the displayed retry period.
If you still need help, contact support with the file ID, time the issue occurred and exact error message. For API failures, include the x-request-id response header. Never include API keys, passwords or webhook signing secrets.