Unable to edit video

[Carlos Caamaño]

Horrible experience. Videos simply cannot be edited—they don’t load properly, and when you try to re-upload them, they only work briefly before becoming unusable for the project. It’s unacceptable for a paid service to have these problems nearly every month without offering any compensation. If they can’t deliver what they promised, they shouldn’t waste users’ time. ‘Express’ is far from an accurate description given the time it wastes. Overall, this user experience was terrible, and it caused delays in my work.

[Tarun Saini]

Hi 

@Carlos Caamaño

,

We're sorry to hear about this. Please answer a few questions below to proceed further-

1. Can you describe the specific issues you're encountering when trying to edit videos?
2. What kind of videos are you trying to upload, and what file formats are they in?
3. Have you tried using a different browser or device to see if the problem persists?
4. How often do these problems occur?
5. When you mention videos become unusable, what exactly happens?

Regards,

Tarun

[Carlos Caamaño]

Hi!

Response 1:

• Videos don’t load; this is variable. Sometimes they play normally, and other times they stop during the editing process. The moment when they stop playing varies.
• The same issue occurs when previewing the edited content.
• It’s impossible to edit because the video tracks don’t function properly.

Response 2:

• These videos are specifically recorded for the capsules being created. The format is MP4, exported from Premiere Pro.

Response 3:

• Yes, across different browsers and devices.

Response 4:

• Since I posted this message, the problem hasn’t been resolved. It even happens when reviewing previous projects that didn’t have this issue before.

Response 5:

• Exactly, they don’t load, they don’t play, and editing is impossible because without playback, we can’t hear the audio. Consequently, adding graphics or text becomes challenging, resulting in wasted work hours.