---
title: Troubleshooting
description: Fixes for common problems with signing in, playback, notifications, clips, and payments.
---

## Signing in

| Problem | What to do |
| --- | --- |
| The code email doesn't arrive | Check spam and promotions folders, then select **Resend** after the cooldown. Make sure the address is typed correctly. |
| “This code is expired or invalid” | Codes expire quickly and work once. Request a new one. |
| “Captcha verification failed” | Disable extensions that block scripts, reload the page, and try again. |
| “Disposable email addresses are not allowed” | Use a permanent email address you own. |
| Social sign-in says the email isn't verified | Verify your email with Google, Twitch, or Discord first, then try again. |

## Playback

| Problem | What to do |
| --- | --- |
| “This video isn't available yet” | Your plan has a VOD delay, or you don't have a plan. See [VOD availability](/watch/watching-videos#vod-availability). |
| “No playable media yet” | The video is still processing. Try again in a few minutes. |
| The poster is blurred | The video is age-restricted. Choose **Allow this time** or **Always allow**. |
| Part of the video is missing | That range wasn't recorded. See [Why a VOD can have gaps](/how-streaminz-works#why-a-vod-can-have-gaps). |

## Notifications

| Problem | What to do |
| --- | --- |
| Push notifications don't arrive | Check that notifications are allowed for the site in your browser and OS, and that the browser appears under **Registered browsers**. Some browsers don't support web push. |
| “You've reached the browser limit” | Remove a browser you no longer use from **Registered browsers**. |
| No emails for new videos | New-video notifications aren't sent by email. Use in-app or push. |

## Clips and highlights

| Problem | What to do |
| --- | --- |
| “You've reached today's clip limit” | Wait until the time shown, or upgrade for a higher daily limit. |
| “You have reached the clip limit for this video” | Each account can only make a limited number of clips per VOD. |
| “Highlights need Premium” | The highlight editor is included in Premium. |
| “Every video must come from the same channel” | A highlight can only combine VODs from one channel. |

## Payments

| Problem | What to do |
| --- | --- |
| “Payment was declined” | Check the card with your bank, or [change your card](/billing/payment-methods#change-your-card). |
| The new card was declined during verification | Your previous card is still in use. Try another card. |
| Subscription shows **Payment failed** | Change your card; we retry automatically. See [Failed payments](/billing/payment-methods#failed-payments). |
| A charge looks wrong | Contact us within 30 days of the charge. |

Still stuck? See [Contact and requests](/reference/contact).