Video troubleshooting
Fixes for failed uploads, videos that will not play, and transcripts that get stuck or fail.
Uploading
Invalid file type. Please upload MP4, WebM, or MOV video files.
Convert the video to MP4 with your video tool, then upload it again.
File is too large. Maximum size is 2 GB.
Trim the video to the testimonial, or export it at a lower resolution.
The upload was interrupted
Check your connection and click Upload video again. It continues where it left off if you stayed on the page. Closing or leaving the page stops the upload, so choose the file again and start over.
The upload session expired
Click Upload video again.
It says a monthly limit was exceeded
You have used this month's AI captures, so new videos are refused until the count resets. See AI capture credits.
It says video uploads are not available, or video hosting is temporarily unavailable
The problem is on our side. Try again shortly.
It sits on Finishing up
Wait a moment for the testimonial page to open. If it does not, look in your Inbox, because the testimonial may already be there.
Processing and playback
It says the video will appear once it has finished processing
Wait a few minutes. The page updates by itself.
Video backup failed. Please contact support.
The video could not be prepared. Try uploading the file again. If that fails too, contact us and include the testimonial's address.
The video needs to be uploaded again
It was saved before a storage upgrade. Upload the file again.
The video will not play
Refresh the page and use a current browser. Check that a firewall or VPN is not blocking video.
The video is sideways or mirrored
An Owner or Admin can fix it. See Playback controls.
Transcript and text
It is stuck on Processing Pending or Processing...
Wait a few minutes, then refresh the page. Long videos take longer.
Processing... A transcript stuck here for about an hour changes to Failed, and you can then retry it.
Processing Pending. This does not change to Failed, and there is no retry button. The app tries again by itself for up to 7 days. If it is still stuck after a day, contact us.
It says Transcription failed
Click Retry transcription.
If it fails again, check that the video plays with sound on your computer.
Export it again as MP4 and upload the new file.
The transcript has wrong words
That is normal for speech recognition, especially with names, accents and background noise. Correct the Testimonial Text under Edit Testimonial. See Transcription.
The testimonial text is empty
Click Fill from transcript at the bottom of the video card. It appears if AI could not finish, or if you had no AI captures left. It uses one AI capture.
Reprocess shows an error on a video
Reprocess works only on screenshots. For a video, use Retry transcription or Fill from transcript.
Still stuck?
Getting help shows how to reach us. Include the testimonial's address from your browser.
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