Troubleshooting
Every message a failed video can show, what it means, and what to do next.
When a video fails, its page shows one of the messages below. Find yours for what it means and what to do next.
A failed video is refunded automatically. When credits came back, the message ends with a line such as "We refunded your 12 credits."
This video is private or was removed. Make sure it's public, or upload the file instead.
What it means. The site would not let us read the video. This covers private and removed videos, videos for members only, videos that need a sign-in to confirm age, and closed accounts.
What to do. Make the video public and press Try again, or download it yourself and upload the file.
We couldn't download this video. Make sure it's public, or upload the file instead.
What it means. The download failed. The video may be fine, and the problem may be on our side or with the site it is on.
What to do. Press Try again a little later, or upload the file. If a yellow notice is showing on the submit page, see service notices.
Your upload didn't reach our servers. Please upload the file again.
What it means. The file was not there when we went to process it.
What to do. Upload the file again.
We couldn't find any speech in this video.
What it means. We found no spoken words. We need speech to pick moments and to write captions.
What to do. Use a video with a clear voice track. A video with only music, or with no sound, cannot be clipped.
We couldn't read the audio in this video.
What it means. The video's sound could not be opened.
What to do. Check that the file plays with sound on your device. Save it again as an MP4 file and upload that.
We couldn't transcribe this video's audio. Make sure it has clear speech.
What it means. Turning the speech into text failed. This step runs on our side.
What to do. Submit the video again. If it fails a second time, check that the speech is clear and not covered by loud music.
Only English videos are supported right now.
What it means. The spoken language was detected as something other than English.
What to do. Submit a video in English.
We couldn't find any strong moments in this video.
What it means. The AI found nothing in the video that it would make a clip from.
What to do. Try a longer section of the video. Or choose Don't clip to keep a section whole. See Submit options.
Our clip finder is down for a moment. Please try again in a little while.
What it means. The AI service that picks moments is not available right now. Nothing is wrong with your video.
What to do. Submit again later. Videos under 60 seconds and Don't clip do not use the clip finder, so they still work.
Our servers are busy right now. Please try again in a few minutes.
What it means. The server had no room left to work on your video.
What to do. Submit again in a few minutes.
Processing stopped unexpectedly on our side.
What it means. The server working on your video stopped before it finished. We run a stopped video a second time on our own before we mark it failed.
What to do. Submit the video again.
Something went wrong while making your clips.
What it means. A step on our side failed, such as making the clip files or saving them.
What to do. Submit the video again. If it fails again, contact us with the name of the video.
Messages on the submit page
These show before your video is submitted. No credits have been taken when you see one.
| Message | What to do |
|---|---|
| This video is private or was removed. Make sure it's public, or upload the file instead. | The site the video is on would not let us read it. Make the video public and check the link again, or upload the file. |
| We couldn't read this video. Check that the link is right and the video is public, or upload the file instead. | We could not read the video's length. Check the link, make the video public, or upload the file. |
| We can't make clips from this link. Paste a YouTube, Instagram or Dropbox link, or upload the video file. | The link is from a site we do not support. Upload the file instead. |
| Videos longer than 3 hours aren't supported yet. | Cut the video into parts of 3 hours or less and upload a part. |
| A message that starts "We can process up to 60 minutes" and ends "Pick a 60-minute section with the time range." | Use the time range to choose 60 minutes or less. |
| This video is too short to process. | Use a video or a time range of at least 3 seconds. |
| You have 5 credits, but this video needs 12. | Pick a shorter time range, buy a top-up, or change your plan. See Credits. |
| A message that starts "Update your payment method" | Your last payment failed. Open Subscription and press Manage payment method. |
| This file doesn't look like a video we can read. | Save the video again as an MP4 file and upload that. |
| Unsupported file type, or File is too large. | Upload a .mp4, .mov, .webm, .mkv file of up to 5 GB. |