HELP / COLLECTING
Fix video recording and upload problems
Browser support, size and length limits, and what a customer sees when a video testimonial doesn't go through.
1 MIN READ
Video testimonials record straight from the customer's browser — no app, no account — which means most problems trace back to the browser, the file, or a plan limit rather than anything broken.
"Record a video" doesn't appear
If a customer's browser or device does not support in-browser recording, or they have denied camera/microphone access, the record option is not offered — only "Upload a video" is. Trying again in an up-to-date browser, or granting camera/microphone permission, usually resolves it.
Length limits
Recording stops automatically at the limit, and an uploaded file longer than the limit is rejected before it uploads:
- Free — 5 minutes
- Starter and Pro — 30 minutes
File size
An uploaded file over 3 GB is rejected client-side, before it starts uploading.
"Video testimonials are not enabled for this form"
The form was not set up to accept video. Check the form's format setting in the editor — a form can accept text, photo, video, or a combination.
"This form is not accepting new submissions"
This covers a few cases at once — the form may be turned off, or the workspace may be over its plan's video count or storage limit. If you are not intentionally over a limit, check your usage under Billing.
A video stuck on "processing"
Videos are transcoded after upload, which normally finishes in a few minutes. If a video's status turns to processing failed instead, you will get an email about it — ask the customer to try again, or delete the entry and ask them to re-record.
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Support
Still stuck? Email support.
A human replies — usually within a few hours.