Most uploads sail through without a hitch. When something does go sideways, here's how to fix the common cases.
My upload is slow or seems stuck
- Keep the browser tab open until the upload reaches 100% — processing continues on our side afterward, but the file transfer itself needs your tab.
- Large files on slow connections simply take time. The uploader sends many pieces in parallel, so it's already going as fast as your connection allows.
- If an upload fails partway, just start it again.
My video uploaded but is still "processing"
After upload, your video is converted into multiple quality levels, scanned for thumbnails, and prepared for streaming. Long or high-resolution videos take longer. You can watch progress on the Scenes page — there's no need to re-upload while a progress bar is moving.
"Invalid file type" on photos
Photo uploads accept JPEG, PNG, GIF, and WebP. Other formats (HEIC from iPhones is a common one) need converting first. For bulk sets, upload a ZIP up to 500MB containing supported image types.
"Video too large" on trailers
Trailers have a 500MB limit. Export a shorter or more compressed version — trailers are previews, so a smaller file is usually the right call anyway.
Thumbnail won't upload
Thumbnails must be JPEG, PNG, GIF, or WebP, up to 10MB. Screenshots and phone photos occasionally exceed 10MB — resize and try again.
My changes aren't showing on my site
Edits usually appear right away. Some site-wide changes are applied by an automatic refresh and can take a few minutes. Also try a hard refresh in your browser (Ctrl+Shift+R / Cmd+Shift+R) — sometimes it's just your browser's cache.
Still stuck?
Contact support from your dashboard with the scene title and roughly when you uploaded it — that helps us find the job and fix it fast.
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