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Members site videos not loading

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I have uploaded MP4 videos on my Member Areas (under 30 minutes) and many of my subscribers are having issues with the videos not loading. They start to play and then start buffering. Sometimes they eventually play and other times they buffer for more than 10 minutes. 

These are videos I have recorded and edited and just trying to upload to the site. What's the solution here?

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VanessaP, 

has Squarespace helped you with your issue.  I was able to upload 19 minute videos (with a paid upgraded storage in Members areas). Now, my 15-20 minute videos are not uploading.  Squarespace solution is to read more articles. 

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17 hours ago, Chris95 said:

my 15-20 minute videos are not uploading.  Squarespace solution is to read more articles. 

You should be able to add videos that are up to 30 minutes each. If you have sufficient free storage and you're still experiencing difficulties, I recommend that you record your next attempt to upload a video (Loom is free and is great for this) and send Customer Care the video to demonstrate that you have a genuine issue. Hopefully this helps them to escalate it 🙂

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