What do I do if my video will not upload or process?

Fix Video Upload and Processing Problems

Short answer

Most upload problems come from the file (too large for your plan, or not a video), the connection, or a full video library. Check those first. If the upload or processing still fails, send support the video link, source type, browser, device, time and exact error text so the team can find the cause.

How to do it

On New video > Upload, read the note under the upload box. It shows the accepted formats and your maximum file size.
Upload one video at a time. While a file uploads, the page shows Upload in progress.
Keep the browser tab open until the upload finishes. The editor opens as soon as the upload starts, and the upload continues in the background. If you close the tab, the upload stops.
If the editor shows Video is processing, you can keep working. The editor plays your local file and changes to the encoded version when it is ready.
If you see Upload failed or "The upload stopped before it finished", check your connection and upload the file again. A stopped upload saves nothing.
For a link or a hosted video, open the link in a private browser window. It must play without a login.
If it still fails, contact support with the details listed below.

Messages and what they mean

Upload not started: the upload could not start and nothing was saved. Try again in a minute.
Upload failed: the transfer stopped. Check your connection and upload again.
A message that you have used all the videos on your plan or trial: your library is full. Delete or archive a video, or add capacity. See what counts as a video.
Not a video file, Link unreachable or Link requires login: the link is not a direct, public MP4 or HLS file.
Processing failed. The video was not created.: the import did not finish. Try again, or contact support with the video link.

Checks you can do

Play the file on your computer. If it does not play there, export it again.
Export an MP4 with H.264 video and AAC audio. See how to compress a video.
Check the file is under your plan’s size limit. See maximum video length and file size.
Use a stable connection. Pause a VPN and stop your computer from sleeping during a large upload.
Try another current browser.

What to send support

The link to the video in the editor or its share link. If no video was created, send the file name.
The source type: Upload, Link, Vimeo, Wistia or another host, and the link you used.
The file size, length and format.
Browser and version, device and operating system.
The date and time of the failure, with your time zone.
The exact error text, or a screenshot of it.

When to stop and report it

A failure can come from Mindstamp’s services as well as from the file or the network. If the same file fails two times on a good connection, stop and report it. Do not keep changing the file. Support can see what happened on the Mindstamp side.