Common problems

Signing in

No email arrives. Wait a minute and look in Spam or Promotions. Then press Resend link. Only the newest link works.

“This link has expired.” Links work for 15 minutes. Press Send a new link.

“This link doesn’t work.” It was already used, or only part of it was copied. Enter your email again for a new one.

“Too many sign-in emails.” Wait a few minutes and try again.

Uploading a voiceover

“This file is N MB. Voiceovers are limited to 100 MB.” Save the recording as MP3. At 128 kbps a 35-minute voice is about 34 MB; 64 kbps is plenty for speech.

“Your uploads take … and this file doesn’t fit.” Your plan’s space for uploads is full. Delete videos you no longer need or upgrade. See Settings → Storage.

“This recording is m:ss long.” Voiceovers must be 3 to 35 minutes. For a longer story, split it into two videos.

“This voiceover seems to be in another language.” ViCut makes videos in English, Spanish and German for now. If you recorded in one of them, pick it in the Language chip instead of Auto and try again.

“We couldn’t read this file.” The file may be damaged or in an unusual format. Export it again as MP3.

Starting a video

“Choose a plan to start creating videos.” Your account has no plan yet. See Credits and plans.

“Not enough credits.” The cost line shows how many you need and have. Press Top up credits, choose a shorter length, or switch to an Included theme.

“Starter includes 1 project.” Add the video to your existing project, choose No project, or upgrade to Creator.

Generate is greyed out. Nothing to make a video from yet: type an idea or drop a voiceover.

Preparation

It says “Waiting for stock provider”. A stock library has paused our searches for a while. It resumes by itself; or press Continue without Pexels.

Wrong place in a photo. Footage is searched by place names. Replace the frame (see Replace a photo or clip). For your next video, paste the exact text with a voiceover so names are spelled right.

A scene has no footage. Search with broader words (the town instead of the street, the state instead of the town), or Upload own.

Rendering

Render video is greyed out. Some scenes have no footage (red marks), or a new voiceover is still syncing.

Waiting for a render slot. All render slots of your plan are busy. It starts by itself.

Rendering stopped. Your storyboard is unchanged and credits are returned. Press Try again. If it fails again, write to us.

The video

The download says Deleted. Files are kept for 30 days after render. The storyboard is still there: render it again.

Edit storyboard and Re-render are greyed out. The video wasn’t opened for 14 days, so its voiceover and uploads were removed. The MP4 can still be downloaded until its delete date. To change it, start a new video.

I changed the storyboard but the MP4 is old. Changes need a Re-render.

Still stuck?

Write to us with the video title and what you see. A person reads every message.