Troubleshooting
Fix image, video and webpage import problems
Check file limits, source roles and supported input before trying again.
Check the input limit for your workflow#
| Input | Current limit |
|---|---|
| Campaign reference photographs | JPG, PNG or WebP; up to 10 MB each, eight images. |
| Brand logo | JPG, PNG or WebP; up to 10 MB. |
| Video Studio footage | MP4 or MOV; up to five clips, 250 MB and 60 seconds per clip. |
| Motion / replacement video | One prepared MP4 or MOV under 250 MB; 4–30 seconds for generation. |
| Creative reference photographs | At least one for Motion Studio / Scene Replace; up to eight selected. |
If a supported file still fails#
Storage or processing limits can temporarily prevent further uploads. If the error mentions capacity, contact support instead of uploading the same large file repeatedly.
- Make sure the file opens locally and is a real image or video, not a renamed document.
- Reduce oversized files or export a compatible MP4/MOV from your editor; a container extension can hide an unsupported codec.
- Wait for video preparation to finish before trying to select the clip for generation.
- If an upload is paused, select the same original file to resume it.
- Check that the file belongs to the current workspace and that you have permission to use it.
If importing a webpage fails#
Use a publicly accessible page for the subject. Private networks, pages requiring sign-in and some protected sites cannot be imported. You do not need to weaken those sites’ security settings.
Enter the key facts manually and upload permitted reference photographs. Review imported details before planning; website extraction is not a full catalogue import or a factual verification service.
Features and availability can change. Check your workspace and exact quote before confirming work. For legal terms and data handling, see our Terms and Privacy notice.