Skip to main content

​
File format not accepted

Symptom: You try to upload your file and Velo rejects it or nothing happens. Fix: Check that your file is in MP4, MOV, or WEBM format. If you have an AVI, MKV, GIF, or other format, convert it first using a free tool like HandBrake or Clideo. Make sure the file extension matches the actual format.

​
Upload fails or stalls

Symptom: The upload progress bar stops or the upload fails partway through. Fix: Check the following:
  • Your file is under 1 GB. Files larger than this will be rejected.
  • Your internet connection is stable. Large file uploads are sensitive to connection drops.
  • Try refreshing the page and uploading again.
  • If the file is very large, compress it first using HandBrake or a similar tool to reduce the size before re-uploading.

​
The video preview looks wrong after upload

Symptom: The video player on the Select Voice page shows a different file, plays incorrectly, or shows a black screen. Fix: This can happen if the file was corrupted during upload. Refresh the page and try uploading again. If the issue persists, try re-exporting the video from its source at a standard MP4 format before uploading.

​
Voice generation failed

Symptom: Clicking Generate Voice shows an error or produces no audio. Fix: Check the Scripts panel to see how many voice generations you have remaining. If you’re out of free generations, you’ll need to upgrade your plan. If you still have generations left, try clicking Generate Voice again - transient errors usually resolve on a retry.

​
Still stuck?

If none of the above resolves your issue, reach out to the Velo team via the chat bubble in the bottom right of the app, or email support@usevelo.ai.