Video Uploads: Troubleshoot Upload & Processing Issues

Having trouble uploading or processing a video? Use this guide to troubleshoot common upload errors, processing issues, video compatibility, and file conversion.

📍 Quick Start

Before troubleshooting, check that your video:

  • Is an .mp4 file using the H.264 codec

  • Is no larger than 5GB

  • Is no longer than 30 minutes and contains a single game

  • Follows the recommended Framing & Court Alignment Guidelines

  • Has a stable internet connection while uploading

Most videos finish processing in about 30 minutes.

⚠️ Important

If your video has already uploaded and is processing or showing Taking Longer Than Expected, don't upload it again. Re-uploading uses additional video minutes and may result in the same issue.

📤 Video Won't Upload

If your video fails during upload or is rejected before processing begins, check these common causes:

Check

Requirement / What to Try

Video format

Use an .mp4 file with H.264 codec. If needed, see Convert Your Video below.

File size

Videos must be 5GB or smaller. Lower the resolution or trim footage before and after the game if needed.

Video length

Videos must be 30 minutes or shorter and contain a single game.

Internet connection

Try another Wi-Fi network or a more stable connection.

Upload method

If the upload repeatedly fails, try the PB Vision app or a desktop browser.

📱 Recorded with the PB Vision App?

If a recording made through the PB Vision app fails to upload, check your device's Photos or camera roll. The original recording is usually saved there when PB Vision has permission to access your photos.

📱 Landscape Video Rejected as Vertical

Sometimes a landscape video can contain rotation metadata that causes it to be detected as vertical, particularly when it was recorded or exported outside of PB Vision.

First, make sure:

  • The video plays horizontally on your device

  • The full court is visible

  • The recording is actually in landscape orientation

💡 Tip

When recording outside the PB Vision app, use the rear camera in landscape orientation and avoid HDR or other special recording modes for the most consistent compatibility.

⏳ Video Is Taking Longer Than Expected

Most videos finish processing in about 30 minutes, although processing time can vary based on video length and server load.

If your video displays Taking Longer Than Expected, it has been flagged for additional review.

Our team will attempt to resolve the issue and reprocess the existing video.

Most videos in this state successfully reprocess within 24 hours.

If the video has been waiting for more than 24 hours, contact PB Vision Support and include a link to the affected video.

⚠️ Important

Don't re-upload the video. Re-uploading uses additional minutes and will often result in the same issue.

⚠️ Video Failed After Uploading

If your video uploads successfully but we are unable to complete the analysis, check your recording and video format.

Common causes include:

  • The full court isn't clearly visible

  • One or more players frequently leave the frame

  • The recording doesn't follow the recommended framing guidelines

  • The video isn't an H.264 .mp4

  • Significant camera movement makes the game difficult to analyze

If you see "Oops! We hit a snag," start by reviewing your video against our Framing & Court Alignment Guidelines.

🔄 How Do I Convert My Video to the Right Format?

Video uploads require .mp4 files with H.264 video codec. If your video uses a different format or codec, here's how to convert it:

Quick Conversion

Need an easy way to convert your video?

  • Mac: Use iMovie to export your video as an .mp4 file.

  • Windows: Use Microsoft Clipchamp for a quick conversion to .mp4.

Other Video Editors

If you already use a video editor:

  • DaVinci Resolve — Format: MP4 → Codec: H.264

  • Adobe Premiere Pro — Export → Format: H.264 → .mp4

  • Final Cut Pro — Share → Master File → Format: Computer → Video Codec: H.264

Important: Do NOT trim the dead time between rallies. PB Vision automatically removes idle time and uses it for calibration. Trimming it out will cause the AI to misinterpret your game.

💰 What Happens to My Video Minutes?

Some videos that can't be analyzed may qualify for an automatic or manual refund of the video minutes used.

For example, the AI may automatically refund eligible videos when it detects issues such as:

  • Significant camera movement

  • Court boundaries aren't visible

  • The video doesn't contain a pickleball match

Videos requiring additional review may also be manually reprocessed. If our team is unable to complete the analysis, eligible minutes will be refunded.

Removing or hiding a video from your library does not return the minutes used to process it.

For complete details, see our Refund Eligibility policy.

🛠️ Still Having Trouble?

If you've checked the steps above and your video still won't upload or process, contact PB Vision Support.

When contacting us, include:

  • A link to the affected video, if one was created

  • The error message you're seeing

  • Whether you're uploading from the PB Vision app or web

  • Any other details about what happens when the upload or processing fails