Video testimonial still processing
Why a new video testimonial shows no video yet, how long processing takes, and what to do when a video is refused or fails to process.
Every video testimonial is processed after it's uploaded, before it can play. Until then, its card in your inbox shows no video, or Combining video clips… for a multi-clip video. Work through these checks in order.
Check this first
Processing usually takes a few minutes. Wait, then reload the page: the inbox doesn't always update on its own. When the video is ready, its thumbnail appears on the card; click it to play the video.
Until the video is ready, anything that needs it waits:
- Trim stays unavailable, and so does Embed video under Share. Click Show more on the card to see them.
- Duplicate to other projects, under More, says "This video is still processing. Wait until it is ready before duplicating it."
- On Pro, Premium and Business plans, the transcript arrives a few minutes after the video. Until then, the card's Edit dialog says "Transcript is being generated. Check back in a few minutes."
Your customer doesn't have to wait. On your form, their video shows as Video uploaded (processing), and they can finish and submit; the video joins their testimonial when it's ready.
If you uploaded the video yourself with Options → Add a video, you see "Video testimonial added to Pending. It is processing in the background." If processing fails shortly after, you see "Video processing failed. Please try again."
A multi-clip video shows "Combining video clips…"
On Business plans, a customer's clips are combined into one video after they submit, even if they close the form. The card shows Combining video clips… and updates on its own when the video is ready. By default you also get a Multi-clip video ready notification, unless the submission is waiting in Spam: that one tells no one, and you'll find the video there. The notification opens the inbox page the video is on (Pending, Approved or Archived); on Pending and Approved it also sets the Video filter.
If the card shows Video processing failed, the reason appears under it. Some failures are retried automatically, so reload the page first. When a video fails for good, you get a Multi-clip video processing failed notification by default, unless the submission is waiting in Spam. To try again yourself, click Retry (you need permission to edit testimonials).
- If the reason names a plan, your plan no longer includes multi-clip video, or the project is read-only. Upgrade or make the project active again, then click Retry.
- If Retry says "Source clips are no longer available for this video.", the clips have been deleted and can't be combined. Ask the customer to record it again.
The video is longer than your plan allows
Apart from multi-clip videos, each video is measured again when it's processed, against your plan at that moment. A video longer than your plan allows is refused, for example if your plan changed after the customer recorded it. The testimonial stays in your inbox without its video, and the refused video isn't kept. Its card shows No video with the reason.
The longest video each plan accepts:
- Free: 120 seconds.
- Pro: 120 seconds.
- Premium: 180 seconds.
- Business: 300 seconds.
Upgrade if you need longer videos, then get the video again as described in the next section.
Processing failed
Sometimes a video can't be processed at all. Its card shows No video and says the video couldn't be processed. Replace the testimonial:
Get the video again
Ask the customer to send it again through your form. Or, if you have the file, click Options → Add a video in your inbox and upload it (WebM, MP4 or MOV).
Delete the old testimonial
A video can't be replaced on an existing testimonial. Click Show more on the old card, then Delete.
The video doesn't play in a widget yet
- A widget shows only approved testimonials. See Approve, reject and archive testimonials.
- Video widgets leave out a video until it's ready.
- Once it's ready, your site can take a few minutes to show it. Reload your page after a few minutes, and see Widget not showing on your website if it still doesn't appear.
Still processing?
Contact us and include:
- the project's name;
- the name on the testimonial, and when it was submitted;
- what the card shows, such as no video or Video processing failed with its reason.
Next steps
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