Troubleshooting
Login, payments, uploads, playback and what to send to support.
I cannot log in
Password, unconfirmed email, wrong sign-in method or an old session.
Payment or top-up failed
Bank declines, 3-D Secure and pending authorisations.
Refunds
Digital purchases are final; technical failures are reviewed case by case.
Upload or post fails
Format, size, aspect ratio and protected-video rendering.
Video will not play or keeps buffering
Browser, connection and cache.
Contact support
How to write a ticket that gets solved fast.