Troubleshooting
A file won't open or play
If a delivered file won't open or play, open it again from your Files page for a fresh link or try another app, and tell the studio if it's really broken so we replace it.
Updated · 1 min read
Try these
- Step 1: Open it again from your Files page. File links last 10 minutes, so an old link stops working.
- Step 2: Download it instead, then open the saved file.
- Step 3: Try another device or app. Some phones can't play every video.
- Step 4: Wait until a zip has fully downloaded before you open it.
Looks cut off?
Each final comes in the shape it was made for. See file sizes and formats. If your product itself is cut off in a final, that's on us: tell us.
If that didn't work
Tell us through Help which file and what you see. A person at the studio replaces it if it's broken.
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Related
- Finding your filesEvery final we've delivered is on your Files page, where you open or download it, or get a whole campaign as one zip.
- Downloading everything at onceDownload finals gets one campaign as a zip and Download all campaigns gets every delivered one, and zips with videos can take a few minutes.
- File sizes and formatsEach asset type comes in its placements' shapes (product and lifestyle shots 4:5 and 1:1, UGC videos 9:16, banners in every platform size), full resolution and ready to post.