Help center / Troubleshooting

Troubleshooting

What to do when an ad fails, a file won't process, an email doesn't arrive or a webhook stays quiet.

An ad failed

Failed ads never count towards your plan, so you can simply try again. The message on the ad tells you what went wrong. Temporary problems with an external service usually solve themselves within minutes. If the same ad keeps failing, try fewer or other media files, or a shorter length.

An ad takes long

A storyboard is usually ready in about 15 seconds and rendering takes about a minute. At busy moments ads wait in line a little longer. An ad that stops making progress is marked as failed automatically, so it never blocks your workspace, and it doesn't count.

A file won't upload or process

• Files can be up to 500 MB; videos up to 300 seconds long.
• Supported: JPG, PNG, WebP and HEIC photos, MP4, MOV and WebM videos, MP3, M4A and WAV audio, and TTF, OTF or WOFF fonts.
• Very large images (tens of megapixels) are refused for safety; export them at a normal size first.
• A file that stays on processing for a long time is marked as failed automatically. Upload it again.
• Your plan includes a fixed amount of storage. Delete files you no longer need from your library to make room.

I can't make a new ad

• Used up your ads for this period? Upgrade your plan or wait for the next period. Storyboards stay free.
• Your plan limits how many ads can be made at the same time. Wait until one is finished.
• Confirm your email address first: unconfirmed accounts can't make ads.
• Payment failed? Update your card under Billing; your plan becomes active again as soon as the payment goes through.

I didn't get an email

Check your spam or promotions folder and search for Reelamo. Confirmation links are valid for 3 days and password reset links for one hour. You can request a new confirmation email in your account settings, and a new reset link on the sign-in page.

I can't sign in

Forgot your password? Choose Forgot password on the sign-in page. Lost the phone with your authenticator app? Use one of the recovery codes you saved when you turned on two-step sign-in. After too many attempts, wait 15 minutes before you try again.

My webhook doesn't arrive

• The address must be publicly reachable over the internet. Addresses on your own network, localhost and private IP addresses are refused.
• Your server must reply with a 2xx status within 15 seconds. Redirects are not followed.
• Check the signature with the webhook secret of the right workspace; it changes when you rotate it.
• We retry four times, up to about 35 minutes after the ad finished. You can always fetch the result with GET /v1/jobs/{id}.

Contacting support

Email [email protected] with a link to the ad or its job ID, what you expected and what happened. Never send your password or API key; we'll never ask for them.