My videos are not playing!

There could be a number of issues that can cause a video to not play (or not play correctly), and we have a few questions to help troubleshoot the issue.

First, we'll rule out your internet speed. Make sure you have a good wifi connection, and you can check your speed by using this speed test. Slower speeds and poor connections can lead to the video pausing or buffering.

If your wifi connection is working just fine (strong signal and high speeds), let's try the browser. Not all browsers work well with certain sites, and browser extensions or add ons can also interfere with videos. We would next recommend trying to watch the video in a different browser (to rule out browser issues) or opening the video in a private or incognito window (to rule out any interference from a browser extension).

Sometimes (and this affects more than just videos), you can always clear your cache and cookies on your browser. After this, completely reboot the browser.

And finally, if these don't help the videos play correctly, or if you're not sure, you can always reach out to our Customer Service team with a description of what is going on, and include a screenshot of what you're seeing on your screen.