Video Support

There are several possible reasons why the video does not work for you. Please read through the most common solutions provided below to find a fix. If you still cannot solve the issue, fill in the contact form below and we will investigate your issue.

Common errors and solutions

Low Framerate
When you click the 'watch' option and you have a slow frame rate, it's likely you are using Firefox, either use Chrome or Edge, or choose to Download the video instead.

iPhone/iPad users
We serve complete downloadable video files. Apple does not support fully downloadable files on their mobile devices, and therefore iPhones and iPads do not work with our video system. We are working on a solution, but until then, use a Mac, Windows, Linux or Android device. An alternative solution is to download the video on your Mac and then load it into iTunes and transfer it to your phone from there.

I bought the video, but I only see the trailer video, not the full video
Please press the resolution button in which you wish to see the video, the higher the number, the higher the quality, but the more data is needed (slower). The resolution buttons are labeled '360p', '480p', '720p', '1080p', '4K' or 'Original'

The video is slow or keeps buffering
Your connection is too slow to stream the video properly. Either click the download button and download the video completely and play it from your harddisk, or choose a lower resolution to stream from. (We are working on a faster delivery network)

Still not working? Contact us

An issue will be created which you can find under 'my profile'. You can see any updates made to that ticket by our staff, and you can add extra questions to your issue from there.