A Simple Troubleshooting Guide
We know how important your stories are and we’re here to help you get them uploaded smoothly. If your upload isn’t working as expected, don’t worry. Try the steps below, and we’ll get you back on track in no time.
1. Let’s check your internet connection
Uploads need a strong and steady connection to work properly.
What to do:
Make sure you're connected to a reliable Wi-Fi network
Avoid uploading on weak or fluctuating connections
Example:
If your upload fails midway, it’s often due to a dropped connection.
2. Close other open campaign links
While attempting again, having multiple campaign links open can interfere with uploads.
What to do:
Close any other open campaign links or tabs
Refresh your browser and try again
3. Try a different browser
Sometimes browser-related issues can affect uploads.
What to do:
Switch to another browser (e.g., Chrome, Safari, Edge)
Make sure your browser is updated with the latest version
Example:
If your upload isn’t progressing in one browser, it may work smoothly in another.
4. Use Incognito / Private mode
Browser extensions or cached data can sometimes get in the way.
What to do:
Open an incognito/private window
Paste your campaign link and try uploading again
Example:
If an extension is interfering, incognito mode can bypass it.
5. Clear Cookies & Cache
This is a simple step that can solve a lot of hidden problems.
What to do:
Clear your browser’s cache and cookies
Restart your browser before trying again
Example:
If your uploads keep failing or behaving inconsistently, clearing cache can resolve hidden browser issues.
6. Check your video length
We support videos up to 6 minutes.
Important Notes:
Videos longer than 6 minutes may in some cases fail or get stuck
Videos under 3–5 minutes upload more reliably
What to do:
Trim longer videos before uploading
Break longer content into shorter clips
Example:
A 10-minute video may not always face issues, but splitting it into two shorter clips can resolve the issue.
6. Give it a little time
Upload time can vary depending on your video/photo size and internet speed.
Important:
The upload may take as long as the duration of your video.
Example:
A 5-minute video could take around 5 minutes (or longer) to fully upload.
A few extra tips for success
Keep your video files reasonably sized
Avoid uploading very large files
Do not close the browser tab while uploading
Wait for confirmation before exiting the page
Still having trouble?
No worries - we’re here to help!
If you’ve tried all the steps above and are still experiencing issues, please reach out to our support team with the following details:
The size of the content
If a video, then knowing the length of the it would be helpful
What happens when you try to upload (error, stuck, etc.)
This helps us jump in and assist you much faster.
Final Note
Our platform is designed to capture and share impactful stories through short, meaningful content. Keeping videos concise not only improves upload success - it also makes your stories more engaging and easier to share.
We’re excited to see what you create!