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📍 Quick Start

• Videos must be .mp4 files using the H.264 codec

• Maximum file size: 5GB

• Maximum video length: 30 minutes; Cut to 1 game

• Most videos process in about 30 minutes

• If something goes wrong, do not re-upload — it uses additional minutes

For optimal results, review our Framing & Court Alignment Guidelines before recording.

📤 My Video Won't Upload

If your video fails to upload or gets rejected immediately, check the following:

• File format — Must be .mp4 with H.264 video codec. Videos using other codecs (HEVC/H.265, VP9, AV1) may fail. See "How do I convert my video?" below.

• File size — Must be under 5GB. If your file is too large, try lowering the resolution or trimming to right before the serve and cut the rest after the paddle tap.

• Internet connection — Large video files need a stable connection. If your upload keeps failing, try a different Wi-Fi network or upload from a desktop browser.

• Mobile vs. web — If upload fails on one platform, try the other. Some mobile devices may have issues with very large files.

• PB Vision app recordings — If you recorded through the PB Vision app and the upload fails, your recording is also saved to your phone's camera roll. You can upload it manually from there.

⏳ My Video Is Stuck on Processing

After uploading, PB Vision typically processes a video in about 30 minutes, depending on server load and video length.

"Taking Longer Than Expected"

If you see this message, it means your video has been flagged for manual review by our engineering team.

• Do not re-upload the video. Re-uploads use additional minutes and typically result in the same error.

• Our team will attempt to manually reprocess it after resolving any issues.

• Most videos in this state successfully reprocess within 24 hours.

• If it's been more than 24 hours, contact support with a link to the video.

⚠️ I Got an Error After Uploading

"Oops! We hit a snag"

This usually indicates a framing or codec issue. Double-check:

• Your video follows the Framing & Court Alignment Guidelines

• Your video is .mp4 with H.264 codec (see conversion tips below)

• The full court is visible with all players in frame

Automatic Refund Scenarios

In certain cases, the AI will detect that a video cannot be analyzed and automatically refund your minutes:

• Significant camera motion detected

• Court boundaries not visible

• Video is not of a pickleball match

You also receive a 5% bonus pool of automatic refund minutes to cover occasional upload mistakes.

Manual Review Scenarios

If the video doesn't trigger an automatic refund but also can't be processed, our engineering team will review it manually. If we're unable to complete the analysis, we'll refund your minutes.

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

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

• DaVinci Resolve — Export settings → Format: MP4, Codec: H.264 (not the default codec, which is often H.265)

• iMovie — File → Share → File → Format: MP4

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

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

• Quick conversion (any video) — Use Microsoft ClipChamp (free) to convert any video to .mp4

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.

💰 Will I Get My Minutes Back?

See our full Refund Eligibility policy for details on automatic refunds, manual review refunds, and first-time user courtesy refunds.

Key points:

• If the AI detects the video can't be analyzed (camera motion, no court visible, not pickleball), minutes are refunded automatically up to a limit.

• If the video requires manual review, the engineering team will attempt to reprocess it. If unsuccessful, minutes will be refunded.

• Removing or hiding a video from your library does not return minutes.

⁉️ Looking For More?

If you still have questions or run into issues, check out our Contact Us guide or email support@pb.vision.