Solve a common problem
YouTube link rejected, file too large, dub stuck, minutes not received, missing email.
1 min read
The YouTube link is rejected
Check that the video is public or unlisted, with no age or country restriction. Click « Vérifier à nouveau » (Check again); if the problem persists, download your video and choose « Importer le fichier à la place » (Upload the file instead).
The file is rejected
The file must be a video (MP4, MOV, MKV, WebM) or an audio file (MP3, WAV, M4A) of 5 GB at most. For a larger video, export it as MP4 at a lower bitrate.
Dubbing does not start
Check the project's message: email to confirm, not enough minutes or source to check. Once the issue is sorted, click « Relancer le doublage » (Restart dubbing).
My minutes do not show up
Minutes are credited when Stripe confirms the payment. Go back to « Minutes et abonnement » (Minutes and subscription): the page checks your pending payments. If the balance is still unchanged after a few minutes, write to us from the Contact page.
I do not receive the confirmation email
Look in your spam folder, then click « Renvoyer le lien » (Resend the link) in the studio banner. Also check the address you signed up with.
I forgot my password
On the sign-in page, click “Forgot your password?” and enter your account’s address. You’ll receive a link, valid for 1 hour, to choose a new password; your other sessions are then signed out. If the email doesn’t arrive, check your spam folder, or sign in with Google if your account uses the same Gmail address.
Still have a question?
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