# Fix a problem

Each problem below repeats the message the studio shows and says what to do. If nothing works, email us at the end of the page.

## The link is refused

- “That's a channel link: paste a clip link instead.” Paste a Twitch or Kick clip link, not the channel's.
- YouTube links are not supported. For a YouTube video, download it then tap **Import a video file**.
- “Your browser blocked pasting.” Paste the link into the field with a long press, then **Paste**.

## The clip won't open

- “The connection dropped while loading.” Check your network and try again.
- “The studio was just updated.” Reload the page, then try again.
- “Your browser can't play this video.” Try again, or import the file from your camera roll with **Import a video file**.
- “The clip couldn't open.” Try again. If it keeps happening, import the video file.
- “This clip is too long to open here.” Pick a shorter clip.
- “No room left to keep the clip on this device.” Delete old projects, one by one or with **Clear all**, then try again.

> If a project's video is no longer on the device, tap **Import a video file** and pick it again: your settings and captions come back with it.

## The cam is not found right

- “Check the framing: the cam detection isn't sure.” The cam may be misplaced: fix it below.
- “No webcam found: full-frame layout.” The clip switches to **Full frame**. If the clip has a cam, place it yourself.
- “Couldn't find the cam this time: full frame.” Place the cam yourself.

1. In **Framing**, tap **Change**.
2. Tap **Place the cam myself** and draw a rectangle around the cam.
3. Confirm with **Use this cam**.

## I can't hear anything

- The preview starts without sound: tap the preview's sound button. On iPhone, that tap is what unlocks the sound.
- In the **Audio** tool, check that **Mute audio** is not on and that the **Volume** is not at its lowest.
- In **My streamers**, a clip's preview is muted: tap the player's speaker.

## The captions won't generate

- “Transcription failed. Type the text yourself.” Try again with **Transcribe the voice**, or type the text yourself.
- “The translation failed. Try again in a moment.” Try again a bit later.

## The export fails or is slow

- “The export failed. Try again, or try Chrome or Edge.”
- “Exporting needs Chrome, Edge or Safari 17+ on a computer.” Open the studio in one of those browsers.
- Stay on the page with the screen on until it is done: the rendering happens on your device, and the studio asks you to keep the screen open. **Cancel export** stops it.
- If the editor lags, lower the preview quality with the quality button: the export stays sharp.

## My subscription doesn't show

- “We can't check your subscription right now.” Try again in a moment.
- “Your last payment failed.” Update your payment method with **Manage or cancel my subscription** to keep your access.

## Email us

A question about your account or subscription? We answer by email: contact@spclips.com. Write from your account's address. In **My account**, **Email support** opens the message.

The FAQ on the home page answers the general questions: who makes the product, how framing works, which platforms are supported and how the free trial works.