I cannot find one of my videos
Check your account, library filters and the type of project.
In this guide
Check the account first
Confirm you are signed in with the email that created the video. If you recently created another account, the original projects may still belong to the earlier one.
Check the library
- Open My videos and clear the text, date and listing-status filters.
- Switch between Video tours and AI reels.
- Use Load more to include older projects, then search again.
- For a teammate’s project, check Team videos and whether the owner has enabled sharing.
- 1Search the videos currently loaded in your library.
- 2Switch between tours and reels.
Why a search can miss an older project
Search, date and status filters apply to the projects currently loaded. Clear restrictive filters, use Load more videos when available, then search again. An empty filtered list does not by itself mean the project was deleted.
Check whether you are looking for a different item
- Tour: look under Video tours in My videos.
- Reel: choose AI reels or open the source tour’s Social posts → Library.
- Social post: open the source tour’s social-post circles or Library.
- Property page: open the source tour’s Share settings and check its existing pages.
- Reusable logo, voice or music: look in My branding.
- 1Copy the public viewing link for your listing.
- 2Copy the code to add the video to your website.
Use an old link as a clue
If you have a previous editor or viewing link, keep it for support along with the property address and approximate creation date. Do not create a replacement account to recover the old project; first verify which account or organization owned it.
Still missing?
Contact support with the property name or address, the approximate creation date and the account email you used. Include an old viewing or editor link if you have one.
If you created more than one login
A second email creates a separate account. Check the email used for the project or subscription before buying anything again. Support can help investigate if your videos and payment are under different emails.