Support
Most problems are one of the eight below, and those answers are quicker than waiting for us. If none of them fit, write to us at the bottom — a person reads every message.
My video is still processing
Processing runs after the upload finishes and takes roughly as long as the video is big — a few seconds for a short clip, a couple of minutes for something large. The page updates on its own, so you can leave it open. If it has sat on processing for more than about fifteen minutes, that is not normal: send us the link below and we will look at it directly.
My link stopped working
Links expire, and how long depends on how the video was uploaded. Without an account it is 7 days. With a free account, 30 days. On Pro, 365 days. Once a video expires it is deleted rather than hidden, so it cannot be restored. If a link needs to keep working indefinitely — pasted into a document, a README or an email signature — Pro removes the expiry from a video entirely, so the link still plays years later.
My upload was rejected as too large
The per-video limit is 1 GB without an account, 5 GB on a free account and 50 GB on Pro. The limit is per video, not per month. If a file is only a little over, signing in is usually enough — see pricing for what each plan allows.
The quality is lower than my original file
We do not re-compress beyond building the streaming versions, but there is a ceiling on how high those go: 720p without an account, 1080p on a free account and 4K on Pro. A 4K file uploaded without an account will play at 720p. The quality menu in the player shows every version that exists for a video, so you can check what was actually produced.
It won't play on the site where I pasted it
Most sites need the link to be publicly viewable to unfurl it into a player. A video set to Private or Link only will not embed, by design — that is what those settings are for. If the video is public and still will not play somewhere, tell us which site and we will look, because each one unfurls links slightly differently.
I uploaded without an account and want it back
An upload made without an account belongs to the browser that made it, not to an email address, so there is no way for us to prove it is yours. If you still have that browser, signing in will offer to move the upload into your account. If you have lost the link and cleared the browser, we cannot recover it — that is the trade for uploading without signing up, and it is why anonymous uploads are also not deletable from the site and simply expire after 7 days.
I cancelled Pro but still have it
That is intended. Cancelling stops the renewal rather than ending the plan, so you keep Pro until the end of the period you have already paid for, then drop to free. Nothing is charged again in the meantime.
My plan ended and some videos are marked for deletion
When a plan ends, anything above the free storage allowance is marked instead of being deleted immediately, oldest first, with 30 days to sort it out. You can resubscribe, which clears every mark, or delete enough to fit inside the free allowance. Anything still marked after 30 days is removed.
Reporting something that breaks the rules rather than asking for help? Use the report link on the video itself, or read the copyright and takedown policy.