My download or sharing link is not working

Check the source video

Open the project in My videos and confirm that its finished preview plays. If it is still processing, wait for completion. If you recently edited it, check whether those changes have been applied.

For a download problem

1. Try the Download action again after confirming the video is ready.
2. Check the browser’s downloads list and any blocked-download message.
3. Check the device’s available storage and internet connection.
4. If needed, try a different browser and note any error shown.

If the download contains old information

1. Open the project and check the changed field or scene.
2. Complete any outstanding voiceover work and Apply the changes.
3. Wait for the full preview and verify the corrected detail there.
4. Download again and open the newest file in your browser’s downloads list.

Recognize when the finished video still needs updatingExample

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For a sharing problem

Copy a fresh public viewing link from Share. Make sure you did not copy the editor URL. Test the link in another browser window. For a website embed, check the viewing link first; if it works, review the website builder’s embed settings.

Copy a viewing link or website embedExample

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If the recipient is asked to sign in

Check the link you sent. An editor link is for working on the project. Copy MLS link from Share to give the recipient the public video-viewing page, then test it in a private window.

If only the website player fails

Test the public viewing link on its own. If that plays, check that the complete embed was pasted into an embed or HTML block and that the website page was saved and published. A normal text block or insufficient player space can cause a website-only problem.

If another app rejects the file

Open the file locally first. If it plays, read the receiving app’s message and check its accepted shape, file size and upload requirements. Send support the exact error and destination name if you need help identifying the mismatch.

When to contact support

Send the video link, the exact message and whether the problem affects playback, download or a particular destination. Mention the browser and device you tested.

If the browser asks you to choose a file or folder

Start from Download the video beneath the finished preview. This saves the completed video. Add photos or videos and Upload music open upload pickers for bringing files into the app.

1. If the window asks where to save the video or shows a filename, choose a destination such as Downloads and confirm Save. You do not need to select an existing video.
2. If the window asks you to open an existing photo or video, close it and check that you clicked Download the video.
3. Check the browser’s downloads list after saving, then open the newly downloaded file.

Download the finished video fileExample

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On an iPhone using Safari

1. Use Download the video and allow it to finish. Check Safari’s Downloads button near the address bar.
2. Open Files → Browse → Downloads. Depending on your settings, look under iCloud Drive or On My iPhone.
3. Open the downloaded MP4 and play it. If you want it in Photos, use Share → Save Video when offered.
4. If Safari only opens the video for playback, check its Share menu for the available save options, or return to the app’s Download the video link.

On a computer using Safari, Chrome or Edge

If the finished preview plays but the file still will not save, note your browser, device and exact error for support. Never enter your password into a third-party downloader.

1. Choose Download the video and check the browser’s Downloads list or toolbar indicator.
2. If prompted, select a save folder and filename. Allow the download to finish before opening it.
3. If downloads are blocked for this site, read the browser’s message and allow the download you requested.
4. If you are inside another app’s built-in browser, open VideoTour.ai in your usual browser and try the download there.