Submitting
The link will not submit
We accept YouTube watch, youtu.be, Shorts, live and embed addresses. A link copied from a search results page, a channel page, or another site will be refused. Open the video itself and copy the address from the browser bar.
Video unavailable, private, or removed
The video has to be public or unlisted and play in a normal browser tab. Members-only and region-locked videos cannot be processed, and nothing on our side can change that. Test it by opening the link in a private browsing window: if it does not play for you there, it will not play for us.
It says I already have this running
The same link is already being processed on your account. We deliberately do not start it twice, because that would spend two talks on one recording. Look under In progress.
Live streams
A stream that is still live, or that has just ended and is still being prepared by YouTube, will be turned away with a note to try again shortly.
It is usually ready within an hour or two of going off air. If it has been longer, open the video yourself and check you can scrub freely through it: while the replay is still processing you often cannot.
Check the recording plays cleanly before you clip it. Livestreams sometimes drop frames when the internet wavers during the broadcast, which leaves the picture frozen for a few seconds while the audio keeps going. That freeze is part of the recording, so it carries into any clip taken from that moment, and we cannot rebuild footage that was never captured. If your stream had those drops, clip from the original recording on your computer with the desktop app instead: the raw file does not carry the network drops, and your clips come out clean.
A run failed
Press Try again first. A meaningful share of failures are momentary, and the same talk goes through on a second attempt.
The message names the stage that failed, which tells you where to look:
| Failed at | What it usually means |
|---|---|
| We couldn't get this video's audio | The recording could not be pulled. Most often the video is restricted, or the platform was refusing us at that moment. Try again; if it repeats on a video you can play normally, tell us the link. |
| Transcribing the sermon | The audio arrived but could not be turned into text. Check the recording actually contains audible speech, and is not silent or music-only. |
| Finding the best moments | A hiccup in the analysis. Try again. |
| Cutting the clips, or rendering the vertical video | Usually affects individual clips rather than the whole run. Try again. |
A failed run does not cost you a talk. If you think one was wrongly counted, email support with the run and we will put it back.
No clips, or a missing one
No clips from this talk
We listened to the whole thing and did not find moments that stand on their own. That is a real answer, not a failure, and we would rather give it than hand you filler.
It happens most on recordings that are mostly music, notices or interviews with a lot of crosstalk. If the sermon is inside a longer service, trim to it and run again: comparing sermon moments against other sermon moments usually produces a better set.
One clip did not render
Run again is the fix. If the same clip fails repeatedly, tell us.
A clip was held back for starting on the wrong word
We check that each clip opens exactly where it should. One that does not is withheld rather than shipped opening mid-sentence. Run again normally produces it correctly.
There is a frozen or still patch in a clip
The picture froze in your original recording, not in our render. We process the source exactly as you give it, so anything already in that file, a dropped frame, a lower third, a countdown, is in the clips too. Check your recording before you submit it. Freezes are common in livestreams: when the internet wavers mid-broadcast, frames are dropped and the picture holds still for a few seconds while the audio keeps playing. Nothing can rebuild footage that was never captured, so the answer is a clean source: clip from the original file on your computer with the desktop app, and the raw recording carries none of the network glitches.
Cannot edit captions
If Edit captions is unavailable, the material that clip was cut from has passed its storage window. Run again gives you a fresh, editable set.
If it warns that it needs to re-fetch the footage first, that is fine. It just takes a couple of minutes longer.
For a word that is wrong every single week, use Words we say rather than fixing it clip by clip.
Out of talks
The Usage page shows what you have used and when it resets. Paid plans reset on your billing date, not the first of the month.
If a long recording ate more than you expected, it is because a talk covers 60 minutes and yours was longer. Trimming to the sermon is the fix, and it is usually a thirty second job.
Payments
A card was declined
Nigerian cards are often declined for international payments by default, and this counts as one even though you are charged in naira. Enabling international transactions in your bank's app usually solves it, and some banks also need you to raise the international limit, which is often set to zero. If it still will not go through, email us and we will sort it out by hand.
I am billed in the wrong currency
Currency follows your location and cannot be switched by hand, and an active subscription cannot be moved between currencies. Cancel, let it end, then start the other. Clips and talks are unaffected. Email support if the detection is simply wrong.
My plan change has not happened
Upgrades apply immediately. Downgrades are scheduled for the end of the period you have paid for, and the Manage page shows the date. That is not a delay, it is you keeping what you bought.
A gift code will not redeem
Check it is typed exactly, in the form REEL-XXXX-XXXX. If it says the payment has not finished, wait a minute and try again. If you already pay for a plan, the gift is accepted but queued and starts when your current plan ends, which is intended.
Sign-in and email
No sign-in link arrived. Check spam, wait a full minute, then request another. Church domains with strict filtering are the usual culprit; ask whoever runs your email to allow mail from our domain.
The link says it expired. They are single use and short lived on purpose. Request a fresh one.
You were signed out everywhere. Expected after changing your password or using Sign out all devices. If neither was you, change your password immediately and email us.
Desktop app
Your operating system warns about the developer. The Mac and Windows installers are signed and notarised, so this should not appear. If it does, the download probably went wrong rather than the app being unsafe: ask for a fresh build from the downloads page and tell us what you saw.
A run stopped when I closed the app. The work happens on your machine, so it has to stay open. Web runs are the opposite: close the tab freely.
Clips say Cloud instead of Made here. Your machine either does not meet what local rendering needs, or a render failed and was handed over so you did not lose the clip. The clips are identical.
Local rendering will not turn on. The switch is disabled on machines that do not qualify, rather than pretending. Intel Macs always render in the cloud.