TroubleshootingFixes for the problems people hit most often with uploads, playback and the API.Copy MarkdownOpenFind your symptom below. If nothing here helps, contact support with the IDs listed there. Uploads and processingCopy Anchor Link A video stays Queued or Encoding for a long timeCopy LinkA video shows FailedCopy LinkThe upload is refused before it startsCopy Link PlaybackCopy Anchor Link The player says it can't play on this siteCopy LinkThe video plays once, then fails on reloadCopy LinkViewers in one country can't playCopy LinkAutoplay starts without soundCopy LinkThe player is the wrong sizeCopy Link APICopy Anchor Link 401 unauthorizedCopy Link409 video_not_readyCopy Link400 bad_request on a JSON bodyCopy LinkBalance and invoicesRecharge the pay-as-you-go balance, turn on auto top-up and alerts, and download invoices.SupportHow to reach the OctaVideo team, and what to include so we can help quickly.