Social video export failed or stuck

If a social video won't export, stops with an error or never seems to finish, start with the message the editor shows. The workspace owner and the project's Admins can export.

Check this firstCopy Anchor Link

When Export Video in the editor's top bar is unavailable, the reason is written beside it, or appears when you point at the button:

A video you've only just recorded or uploaded can also show "can't be exported" for a short while, before its processing starts. Wait a few minutes and open the editor again.

If a message covers the preview instead, such as This review is too long for one video — choose an excerpt., fix what it says in the editor. See Make a social video.

The allowances are shared by every project in the workspace. Social videos lists how many each plan includes.

If the export stops with a messageCopy Anchor Link

If the Export video dialog shows Export failed before anything renders, nothing was counted. The common messages:

• "This testimonial changed since the preview — review it and export again": someone edited the testimonial or changed its photos or translation, its captions got new timings, or it's no longer approved. The editor refreshes the preview: check it, then export again.
• "The preview expired and has been refreshed — check it and export again": the editor was open for a long time. Check the preview and export again.
• "Video preparation timed out. Please try again.": for a video template, the editor prepares the recording before it starts rendering. Click Back and export again; the preparation carries on meanwhile.
• A message about your monthly limit, or that your plan doesn't include the template or a format: another export, perhaps a teammate's, may have used this month's last one. Upgrade, or wait until next month.
• A message that the project or workspace is read-only: billing has made it read-only. See Project is read-only.

While the renderer is busy, the dialog shows The renderer is busy — retrying… and tries again by itself.

If some formats failedCopy Anchor Link

The dialog says Some formats failed, or Export failed when none finished, and each failed format shows its reason. Click Retry the failed format (or Retry 2 failed formats). If you've closed the dialog, click Retry next to the export in your recent exports.

• Some formats finished: retrying the others is free, even with this month's exports used up.
• None finished: Nothing was counted. A retry then uses an export, like a new one.

You can retry for 24 hours after the export started: see How long you can retry. After that, or if a retry says This export is too old to retry — export it again, export it again from the editor.

If it seems stuckCopy Anchor Link

• Preparing the video… For a video template, the recording is prepared first, one speaker at a time for Customer Montage. Nothing is counted yet.
• Starting next to a format means it's waiting for the renderer. It starts on its own.
• Progress, but slow. You don't need to wait: click Close (keeps rendering). The export carries on, and you get a notification when it's ready or if it fails.
• Still rendering. After a long wait, the dialog stops following the export and says This export is taking longer than usual. The export hasn't failed: it's still rendering, and it's already counted. Don't export it again; follow it in Recent exports (the clock icon in the editor's top bar) instead.
• It never finishes. A format that runs far too long is stopped and marked failed, with This social video export timed out. Retry it, or export it again. Retry it.

If the download doesn't workCopy Anchor Link

• The file shows Expired. Exported files can be downloaded for 24 hours. Export the video again; that counts as a new export. See When a file has expired.
• A download link you copied stopped working. Download links work for a limited time. Open Recent exports (the clock icon in the editor's top bar) or Recent Videos on the Videos page for a fresh one, as long as the file hasn't expired.
• You can't find the export. Both lists show only the exports you made yourself. A teammate's exports are in their lists. Each list holds your 20 most recent videos of the last 7 days: see How far back the lists go.

If your plan changedCopy Anchor Link

A retry renders the video exactly as it was set up, so it's refused when your plan no longer includes something it uses, with a message such as Branding is no longer on your plan — export this video again. Export it again from the editor: it applies what your plan includes now. A format marked Upgrade in the Export video dialog isn't on your plan. Free exports 1:1; Pro, Premium and Business export 1:1, 4:5, 9:16 and 16:9.

Still failing?Copy Anchor Link

Contact us and include:

• the template and formats you exported, and the testimonial it's for;
• the message you saw, word for word;
• roughly when you exported.

Next stepsCopy Anchor Link

• Export and download social videos
• Make a social video
• Social videos