Encountering a hiccup? Most issues with uploads, playback, or credits can be resolved with a few quick checks.

Here are solutions to the most common problems our users face.

1. Upload Errors / Stuck Uploads

If your file upload hangs at 99% or fails completely:

• Check File Size: The direct browser uploader is best for files under 1GB.

• The Fix: If you have large 4K footage or a folder of assets, do not use the drag-and-drop box. Instead, upload your files to Google Drive or Dropbox and paste the shareable URL into the External Links field.

• Check File Type: Ensure you are uploading supported formats (MP4, MOV, MP3, PNG, JPG). ZIP files should generally be linked via external storage.

2. Video Playback Issues

If the video player in the review tool is buffering or not loading:

• Browser Cache: Try clearing your browser cache or opening the page in an Incognito/Private window.

• Download Instead: If the stream is laggy, click the Download button in the top right of the player. Watching the file locally on your computer is often smoother than streaming high-quality proxies.

3. Credit Discrepancies

Does your credit balance look different than you expected?

• Check Consumption Log: Go to Billing and scroll down to the Credit Consumption list. This shows exactly when and where every credit was spent.

• Check "Pending" vs. "Completed": Remember that credits are deducted when you submit a request, not when it is finished.

• Add-ons: Did you check "Custom Thumbnail" (+1 credit) or "Clip Extraction" (+1 credit)? These add-ons increase the total cost of a request.

4. Login or Account Trouble

• Forgot Password: Use the "Forgot Password" link on the login page to reset your credentials via email.

• Still Stuck? If you cannot access your account at all, please email us directly at support@indiedoers.com.

5. Where to Find More Help

If none of these solutions work, our support team is ready to assist.

• Live Chat: Click the Chat tab in your sidebar to message us directly. Please provide a screenshot of the error if possible.