Uploading and processing times can vary on a few things:

-The format of your video

-File size

-Internet bandwidth

-Upload traffic

If you think that your video is taking too long to upload/processor is stuck during this step, you might be experiencing one of these issues:

  1. Slow Internet Connection: Check your internet connection/WIFI. One of the main reasons the uploading/processing step takes a long time is because your internet connection is too slow or unstable. Be sure to use the https://speedof.me/ site to test your uploading speed.

  1. Internet connection interruption: Your Internet connection can be interrupted for several reasons. Your router or modem may be going bad, your Internet service provider might have intermittent server issues, your Wi-Fi network could be experiencing interference from a new source, which could reduce your signal strength. OR, finally, someone may have cut your cable or DSL connection. If any of these occurred during the uploading/processing step, your video may not be able to move forward from this step. 

If a video has been stuck in processing for longer than 10 minutes, AmazonWebServices will time out the connection and the video will never finish processing.

Luckily though, you shouldn't have to re-record that video if it is an existing video on your phone or done via our mobile app! You will be able to re-upload that copy of the video by clicking on the cloud icon in your mobile app.

Learn more about the mobile app here! If you need assistance, please feel free to give our support team a call at 800-306-1445 Monday-Friday 9 am-6 pm EST.

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