The captcha won't showLink to this section

A captcha is the box that checks you're a real person. If a form asks for one but nothing shows up, try these in order:

• Turn off any ad or content blockers for this site.
• Allow Cloudflare scripts in your browser.
• Switch to a normal browser window instead of private mode.
• Refresh the page and try again.

If it still won't show, contact support and tell us your browser, your device, and which page it happened on.

You keep getting asked to sign inLink to this section

We're meant to keep you signed in between visits, so if you keep getting logged out, check a few things:

• Make sure you're not in private browsing.
• See whether your browser clears its cookies when it closes.
• Use the same web address each time.
• Sign out once, then sign back in to refresh things.

An upload or video seems stuckLink to this section

Tracking needs your video to finish processing first, so if the setup or the cost won't load, give processing a moment to finish and then reload the project.

If the video doesn't have a length yet, save your segments or upload the video again.

Your video is sideways or upside downLink to this section

Phones sometimes save a clip in portrait, or flip it end over end. You don't need to upload it again — rotate it in place:

• Web: open Videos, press Preview & Edit on the video, tap Rotate 90° until it's upright, then Apply changes.
• App: open Videos, tap ⋯ on the video, choose Rotate video, turn it Left or Right, then Apply rotation.

The video reprocesses for a few minutes and comes back the right way up. Do this before you send the match for tracking: rotating an already-tracked match re-encodes the footage, and the player boxes you set up no longer line up.

Filming in landscape from the start still tracks best — see Recording Your Matches.

The cost looks wrongLink to this section

We work out the cost from your segments first, and if you don't have any, we fall back to the full video length.

If the cost is higher than you expected:

• Check whether the video includes warmup, breaks, or extra footage.
• Save only the segments you actually want tracked.
• Reload the project and check the cost again.

You're out of tokensLink to this section

If the confirm screen says your balance is too low, open the token shop and buy more, then head back to the project and send it again.

A match came back with an errorLink to this section

Open the match and read the Action needed banner — it tells you what to fix. Make those changes, then choose Resubmit for review.

If the note isn't clear, contact support and tell us the match name along with what you tried.

How to contact supportLink to this section

When you write to us, please include:

• Your account email.
• The match name.
• The video name.
• What you clicked right before the problem.
• Any error message you saw.
• Your browser and device.

You can reach us from the Help center or the Contact page.