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Troubleshooting

Find the message or problem you see, learn what it means, and fix it. Each entry quotes the app's exact wording, so you can search this page for it with Ctrl+F (Cmd+F on a Mac).

Still stuck? Email support@zidi.ai. The Contact support page lists what to include so we can help faster.

Recording in the browser

These entries cover the Record button in the web app. For how the recorder works, see Record in the browser.

Free plan limit reached

Free plan limit reached (10 videos). Upgrade or invite teammates to increase your limit.

What it means: the Free plan keeps a set number of videos per person. Every video you create counts, including recordings, copies made by the editor and results of AI Cleanup. The number in the message includes any bonus videos you earned by inviting teammates.

What to do: delete videos you no longer need, invite teammates to earn bonus videos, or upgrade to Starter or Pro for unlimited videos. Deleting a video is permanent. See Plans and limits.

Recording stops by itself

Recording will stop in 30 seconds — you're reaching the plan limit.
Recording limit reached (5 minutes). Stopping recording…

What it means: each recording has a maximum length. It is 5 minutes on Free and 2 hours on Starter and Pro. Paused time does not count. The recording stops and saves when it reaches the limit.

What to do: record in shorter parts, or upgrade for 2-hour recordings. See Recording limits.

Recording duration is limited on your plan

Recording duration is limited to 5 minutes on your plan.

What it means: the server refused to save a recording that ran longer than your plan allows.

What to do: record again and keep within the limit, or upgrade to Starter or Pro.

Start Recording is greyed out

Enable a source to start recording

What it means: all three sources are off.

What to do: turn on at least one of Screen share, Camera or Microphone in the bar at the bottom of the Recording Studio.

A source does not turn on, or the screen is black

What it means: your browser or computer blocked access to the camera, microphone or screen. When you deny a permission, Zidi shows no message; the source simply stays off. Other device problems show a message that starts with "Camera:", "Microphone:" or "Screen share:".

  • Click the camera or lock icon in your browser's address bar and allow the camera and microphone.
  • On a Mac, allow your browser under Screen Recording in the Privacy & Security system settings.
  • Close other apps that use the camera or microphone, then try again.

No sound from the tab or computer

What it means: tab audio is recorded only if you tick Also share tab audio in the browser's share window. Only Chromium browsers such as Chrome and Edge offer it. Firefox and Safari record the screen without its sound.

What to do: record in Chrome or Edge, pick a tab in the share window, and tick the audio box.

This browser can't encode this recording

This browser can't encode this recording (unsupported codec). Try recording in Chrome or Edge.

What to do: open Zidi in Chrome or Edge and record again.

Couldn't save your recording

Couldn't save your recording. Your video is safe — click Retry Save.

What it means: Zidi tried to save the recording up to four times and failed, usually because the connection dropped. What you recorded is kept, and this tab can still finish saving it.

What to do: keep the tab open, check your connection, and click Retry Save. Retry Save works only from this tab, so do not close or reload it.

This recording's upload has expired

This recording's upload has expired and could not be saved.

What to do: the recording cannot be recovered. Record it again.

No recording data was captured

No recording data was captured. Please try recording again.

What to do: check that your sources are on and working, then record again.

An unfinished recording was found on this device

An unfinished recording from … was found on this device. It can't be resumed automatically — discard it to continue.

What it means: an earlier recording was interrupted, for example by a crash or a closed tab. It cannot be recovered.

What to do: click Discard, then record again. If you see "Couldn't discard the previous session — try reloading.", reload the page and try again.

Too many recording starts or uploads

Too many recording starts per minute. Please wait and retry.
Too many concurrent uploads (in-flight: …, limit: …). Wait for existing uploads to complete.

What to do: wait a minute, or let your other recordings finish saving, then start again.

The recording is not in the folder I had open

What it means: recordings from the Record button always go to the top level of My Library, not to the folder you are viewing.

What to do: open the video's … menu and choose Move.... See Your video library.

Chrome extension

For setup and features, see Chrome extension.

Sign in required

Recording uploads to your Zidi account, so you need to sign in before you can record. Sign in to continue.

What to do: click Sign in to Zidi in the extension panel and sign in in the tab that opens. When you see "You're signed in", return to the extension. Sign-in lasts up to 30 days. If you do not use the extension for about two weeks, you need to sign in again.

Sign out of all devices in your account settings also signs the extension out. The extension notices within a few hours, or as soon as you try to record.

Sign in failed

Could not retrieve auth token. Please try signing in again.
No token received. Please try signing in again.
Network error. Please try again.

What to do: click Close this tab, then click Sign in to Zidi in the extension again.

Unlock Pro to get started

Unlock Pro to get started
Your Pro subscription is inactive

What it means: recording with the extension needs a paid plan. Starter or Pro both work, and so does a paid seat on a team, even though the message says "Pro". On the Free plan the extension cannot record.

What to do:

  1. Click Upgrade to Pro (or Manage your subscription). It opens your Billing page in the web app. Open the Plans tab and click Upgrade on Starter or Pro.
  2. If the extension still shows the message after you upgrade, click Log out and downgrade (it only signs you out; it does not change your plan), then sign in again.

On the Free plan, you can still record in the web app with the Record button. See Manage your subscription.

The warning says 90 minutes

Recording reaching 90 minute limit, it will stop soon
Recording stopped due to 90 minute limit

What it means: the warning mentions 90 minutes, but extension recordings actually stop at 2 hours. The first message appears about one minute before that.

What to do: if a recording stops earlier than you expect, open More options in the panel and check the Auto-stop timer.

Clicking the icon opens a new zidi.ai tab

What it means: the extension cannot run on some pages, such as chrome:// pages and the Chrome Web Store. It opens the Zidi studio page in a new tab instead.

What to do: record from there, or switch to a normal website tab and click the icon again.

Tab recording is disabled on this page

Tab recording is disabled on this page. Defaulted to screen recording.

What it means: Chrome Tab recording does not work on Zidi web app pages.

What to do: use Screen, or open the tab you want to record and start from there.

Camera or microphone access is blocked

Camera / microphone access is blocked
Microphone access was denied. Open the site permissions and re-enable the microphone, then reload.

What to do: click the camera or lock icon at the right end of Chrome's address bar and allow access. On the "access is blocked" page, Zidi picks up the change automatically. If you saw "Microphone access was denied", reload the page after you allow access. Other microphone messages:

  • "No microphone was found. Connect a microphone and try again."
  • "Another app is using your microphone. Close it and try again."
  • "Your microphone is muted": click Yes, continue to record without sound, or Cancel and unmute first.

Zidi doesn't have permission to record your screen

What to do: click Enable screen recording and allow it. On a Mac, also allow Chrome under Screen Recording in the Privacy & Security system settings.

No computer audio in the recording

What to do: on a Mac, choose Chrome Tab and turn on Also share tab audio. On other systems, turn on Share system audio in Chrome's share window. If you do not see the option, update Chrome or use tab recording.

Screen sharing stopped

What it means: Chrome stopped sharing your screen, often because you clicked Chrome's own Stop sharing button. When that happens, Zidi stops the recording and saves what it captured by itself.

What to do: wait for the video to open. If the recording still shows as running, click the stop button in the Zidi toolbar.

Previous recording still uploading, or already in progress

Your last recording is still finishing in the background. Wait a few seconds for it to complete, then try again.
Stop your current recording before starting a new one.

What to do: wait for the last recording to finish saving, or stop the current one, then start again.

Not enough space

Not enough space
Zidi needs at least 1GB of free space to record. Please free up some space and try again.

What it means: Chrome reports that too little storage space is left for the extension on your computer. The extension keeps a copy of your recording on your computer while it uploads, so it checks for space before it starts. The recording did not start.

What to do:

  1. Click Dismiss.
  2. Free up disk space on your computer, for example by emptying the trash or deleting large files you no longer need.
  3. Start the recording again.

The box may also show Clear previous recordings. It appears when the extension still holds data from an earlier recording that did not finish saving. Clicking it deletes that data to free space. That recording can then no longer be saved as a recovery file, so click it only if you do not need it. See Upload stalled, or a recovery file was downloaded.

The video shows Processing or "Saving your recording…"

What it means: the recording is still being saved. A helper tab says "Keep this tab open. It will close once your recording has been saved."

What to do: keep that tab open and wait. Zidi opens your library or the video page right away, and switches to the finished video when it is saved.

Upload stalled, or a recovery file was downloaded

Upload stalled. Recording is still capturing locally; will retry.
Upload stalled. A recovery file was saved locally.
Recovered unsaved recording from the previous session.

What it means: the extension keeps a local copy while it uploads. If the upload fails, or the browser crashed, it saves the recording to your Downloads folder as a file named Zidi-Recovery-… or Zidi-Recovered-…. You may also get a second file ending in -mic that holds the microphone audio. It may also show a box titled "Error starting the recording". Despite that title, your recording was captured; only the save failed.

What to do: recovery files are not added to Zidi automatically. Upload the file from your Downloads folder with the Upload button in the web app (Starter and Pro). See Upload a video file.

If you see "Upload failed and no local recording data was available to recover.", nothing was saved and you need to record again. If you see "Upload failed and the local recovery file could not be saved. Please contact support.", email support@zidi.ai.

Uploading a video file

See Upload a video file for formats and steps.

Free plan uploads can be up to 5 minutes

This video is … long. Free plan uploads can be up to 5 minutes. Upgrade to Starter or Pro to upload longer videos.

What it means: on Free, an upload can be up to 5 minutes long, like a recording. Zidi shows this when you choose the file, before anything uploads.

What to do: trim the video to 5 minutes or less, or upgrade to Starter or Pro. If the message says Zidi couldn't read the video's length, convert the file to MP4 and try again. See Upload limits.

Invalid file type

Invalid file type. Please select a video file (MP4, MOV, AVI, WebM).

What it means: Zidi accepts MP4, MOV and WebM files. MKV files are not accepted. Some AVI files are rejected too, depending on how your browser labels them.

What to do: convert the file to MP4 and upload it again.

File size exceeds the limit for your plan

File size exceeds 2048 MB limit for your plan.

What it means: each file can be up to 1 GB on Free, 2 GB on Starter and 5 GB on Pro (the message then says 1024 MB or 5120 MB).

What to do: compress or split the video, or upgrade for larger files.

File content does not match its declared type

File content does not match its declared type.

What it means: the file's contents do not match its extension, for example a renamed file.

What to do: export or convert the video to a real MP4 file and upload that.

The upload fails or stops

Upload failed (HTTP …)
Network error during upload
Upload not found. Please try uploading the file again.
Too many upload requests. Please wait and retry.

What to do: check your connection and upload the file again. Keep the upload window open until you see Upload Complete!, because closing it cancels the upload. If you see "Too many upload requests", wait a minute first.

The uploaded video does not play

What it means: Zidi plays your file as it is and does not convert it. If your browser cannot play the file's format, the video may not play in Zidi either. Some AVI and MOV files have this problem.

What to do: convert the file to MP4 (H.264) and upload it again.

The upload is not where I expected

What it means: uploads go to the folder you are viewing, or to the top of My Library. You cannot upload straight into a Team Library.

What to do: to put the video in a Team Library, open it and use Share → Share with team. See Team libraries.

Library, editor and downloads

See Your video library and Video editor for how these work.

Downloading videos is available on Starter and Pro plans

Downloading videos is available on Starter and Pro plans. Upgrade to unlock downloads and more features.
Upgrade to a paid plan to download videos.
Upgrade to a paid plan to render and download edited videos.

What it means: downloading, including exporting an edited video, needs Starter or Pro. It depends on the plan of the person clicking Download.

What to do: upgrade from Billing, or share the video link instead.

There is no Render or Export button in the editor

What it means: the editor has no export button. You export from the video page.

What to do: click Save to Library in the editor. Then open the saved video and click Download. For an edited video, Zidi renders it first and shows "Rendering...". Keep the page open to get the file automatically. If you leave, the render still finishes, and clicking Download again later gets the file at once.

Render failed

Render failed: …
Too many render requests per minute. Please wait and retry.

What to do: wait a minute and click Download again. If it keeps failing, email support with the video link and the full message.

A copy named "… - Edited" appeared in my library

What it means: Open in Editor makes a copy for you to edit. The copy appears straight away, in the same folder as the original. On the Free plan it counts toward your video limit.

What to do: keep it, or delete it if you do not need it.

Timeline edits and AI Tools work on the copy. Open in Editor never changes your original video, its transcript or the audio its share link plays.

Auto-save failed or paused

Auto-save failed — click Save to retry
Auto-save paused after repeated failures. Click Save to retry.

What to do: check your connection and click Save (Ctrl+S or Cmd+S). Auto-save also tries again by itself after 30 seconds.

This project changed elsewhere

What it means: someone saved newer changes to this project: you in another tab or on another device, or a teammate.

What to do: click Reload from server to load the newer version, or Save anyway (overwrite) to keep the version in this tab.

Wait for your job to finish before saving

Wait for your … to finish before saving. We'll update the library once it's ready.

What it means: captions, voice change or dubbing is still running for this video.

What to do: wait until the AI Tools panel shows the job as ready, then click Save to Library again.

AI Tools require a video source

AI Tools require a video source. Open the editor from a video to use AI features.

What it means: the editor was not opened from a video, so the AI Tools button is greyed out.

What to do: open the video's page and click Open in Editor. AI Tools then become available.

A video cannot be deleted because of a campaign

This video is referenced by a campaign. Delete or detach the campaign first.
Skipped … videos used in active campaigns
This video belongs to a recently deleted campaign that can still be restored. It becomes deletable once that campaign is purged.

What to do: delete the campaign that uses the video first. If the campaign was deleted recently, the video stays locked until the deleted campaign is permanently removed after 30 days. See Personalized campaigns.

I deleted a video by mistake

What it means: deleting a video is permanent. There is no trash or restore for videos.

What to do: record or upload it again if you still have the original file.

Folder limit reached

Folder limit reached (5). Upgrade your plan to create more folders.

What to do: delete folders you no longer use (their videos move back to the top of your library and are not deleted), or upgrade for more folders. See Plans and limits.

What it means: library search matches video titles only. It does not search descriptions, transcripts or folder names.

What to do: search for a word in the title, or open the folder that holds the video.

Video title must have at least 5 characters

What to do: use a title of 5 characters or more. Descriptions can be up to 5,000 characters.

Sharing, campaigns and analytics

See Share a video, Tracked links and Embed on a website.

A viewer sees "Video unavailable"

Video unavailable — This video doesn't exist or has been removed. Check the link with whoever shared it.

What it means: the video was deleted, or the link points to a video that does not exist.

What to do: copy the link again from the video page with Copy link and resend it.

A viewer sees "Couldn't load this video"

What to do: check that the whole link was copied. Then refresh the page after a moment. If it keeps happening, email support with the link.

This recording is still being saved

This recording is still being saved — It will appear here automatically as soon as it's ready — no need to refresh.

What to do: wait. The page updates by itself when the recording is ready.

This video can't play on this device

This video can't play on this device — The recording uses a video codec your browser doesn't support. Try opening this link on a desktop browser or a newer device.

What to do: the viewer should open the link in a desktop browser or on a newer device.

Password errors

Incorrect password
Too many attempts. Please try again later.

What it means: a viewer can try 5 passwords per minute. After that, the page shows a countdown.

What to do: wait for the countdown, then enter the password again.

When you set a password, it needs at least 8 characters with an uppercase letter, a lowercase letter and a number. Otherwise you see messages such as "Password must contain at least one uppercase letter".

Viewers are asked for the password again

What it means: a correct password unlocks the video in that browser for 24 hours. Changing or removing the password ends every earlier unlock.

A password-protected video usually cannot be unlocked when it is embedded on another website. The password box comes back even after the correct password. Share the link instead, or remove the password from that video.

The embed shows a blank or refused box

  • The page that holds the embed must use HTTPS. Embeds do not load on plain HTTP pages.
  • Copy a fresh code from the video page: Share → Embed → Copy embed code. A code that contains /v/ came from old instructions and will not load.
  • If your site has a strict content security policy, allow frame-src https://app.zidi.ai. The in-app guide says https://zidi.ai, which is not enough.

The embed shows the whole Zidi watch page, including the Zidi header, not only the player. This is expected. See Embed on a website.

SMTP not configured, or "Go to Settings"

SMTP not configured or not verified. Set up SMTP in Settings first.
SMTP not configured. Go to Settings to set up email sending.
SMTP not verified. Test your connection in Settings first.

What it means: sending email from Zidi needs your own mail server (SMTP) to be set up and tested. The messages mention Settings, but there is no email setting there.

  • For a campaign, open the campaign and click Set Up Email Sending.
  • For a tracked link, open Share → Share with tracking and click Set Up SMTP.
  • Fill in the form, click Save, then Test Connection. The status must show Verified.
  • When you edit settings you saved earlier, type the password again. Zidi does not show the saved one, and Save needs it.

See Send campaign emails. Without SMTP, you can still use Generate Tracked Link and send the link yourself.

Add your business postal address before sending

Add your business postal address before sending. CAN-SPAM requires a physical mailing address in every campaign email.

What to do: add your postal address when the send window asks for it, then send again.

Email or sharing limits reached

Monthly email limit reached (…). Upgrade or wait for the rolling 30-day window to refresh.
Campaign limit reached (…)
… limit reached (…). Try again later.

What it means: your plan limits how many campaigns you create each calendar month, how many emails one send can reach, and how many campaign emails you send in any 30 days. Tracked links have a short-term limit per minute, per hour and per day.

In the Share dialog, the limit messages appear only when you click Send Email. Generate Tracked Link there shows only "Failed to generate tracked link".

What to do: wait, or upgrade. See Plans and limits.

No recipients to send to

No recipients to send to (all unsubscribed or filtered out)

What it means: each send skips people who unsubscribed and people this campaign emailed in the last 7 days.

What to do: check the Recipients tab. If everyone left was emailed in the last 7 days, wait before you send again.

The recipient CSV is rejected

CSV must contain an 'email' column
That file is too large (1 MB maximum).
Recipients were not added — the campaign may no longer be a draft, or the upload contained no valid rows.

What to do: start from Download CSV template, keep an email column, and keep the file under 1 MB. You can add recipients only while the campaign is a Draft. See Personalized campaigns.

A name shows as {John} in the email or page

What it means: tokens use single braces. {firstName} works; {{firstName}} shows the name inside braces.

What to do: replace double braces with single braces.

A campaign does not launch

This campaign's video is still processing. Wait for it to finish, then launch.
This campaign has … recipients, which exceeds the … your current plan supports. Remove some recipients or upgrade.

What to do: wait for the video to finish, or remove recipients until you are within your plan's limit. A campaign needs at least one recipient to launch.

  • "This link isn't available": the link is incomplete. Send the recipient their link again.
  • "This video isn't ready yet": the campaign is still a Draft. Launch it.
  • "This video is no longer available": the campaign was deleted.

Campaign tracking stops 90 days after launch. After that the page still plays, but views are no longer recorded.

A recipient shows as "Not viewed"

What it means: they have not opened their tracked link yet. A recipient counts as viewed as soon as they open it. If the video has a password, a campaign recipient counts only after they enter it. Zidi can name a viewer only through a tracked link, a campaign link, or when the viewer is signed in to Zidi. Plain share links are anonymous.

What to do: check that you sent their own tracked link, not the plain link.

My views or analytics look low

  • Your own views while signed in are not counted.
  • A viewer counts once per video every 24 hours in the same browser.
  • Days in analytics use UTC time, so "today" may differ from your local day.
  • Pages you published with Publish it to a webpage are not tracked.

If you cannot see View Analytics, you may have a Viewer role on that team or library. See Video analytics.

Captions and AI features

See Captions and subtitles, Transcript, summary and chat, AI dubbing and voice changer and Remove filler words and silence.

My video has no captions or transcript

What it means: Zidi does not create captions automatically. You start them yourself.

What to do: on the video page, turn on the Video Intelligence switch, or in the editor open AI Tools → Subtitles → Generate Captions. It may take a few minutes.

Captions do not show on the video

What it means: the transcript on the video page is text only. It never appears on the player. Viewers have no caption on/off button.

What to do: open the video in the editor, click Load Captions to Timeline in AI Tools → Subtitles, then click Save to Library. The saved copy shows the captions, and they are burned into its download.

A caption generation job is already running

A caption generation job is already running for this video. Please wait for it to finish.

What to do: wait for the current job to finish. Only one caption job can run per video.

Processing is taking longer than expected

Processing is taking longer than expected. Please refresh the page to see updates.
Caption generation is taking longer than expected. Please reload to check status.

What to do: refresh the page after a few minutes. Long videos can take longer.

The transcript is in the wrong language or has mistakes

What it means: Zidi detects the spoken language automatically. You cannot choose it.

What to do: on the Transcript tab, click Re-transcribe to run detection again, or click Edit to correct the text. Clear audio with little background noise gives better results.

Video not found or unauthorized

What it means: only the person who created the video can generate its captions. For a video in a personal workspace, that workspace's owner can too.

What to do: ask the video's creator to generate them.

Daily AI usage limit reached

Daily AI usage limit reached. It resets on a rolling 24-hour window.

What it means: you reached the daily limit for chat, summaries, chapters and translation. It can also appear as "Failed to generate chapters", or as Enhance Summary doing nothing.

What to do: try again later; usage frees up as the 24 hours roll on. See The daily AI limit.

Insufficient Credits

You don't have enough credits to use AI Dubbing.
You don't have enough credits to use Voice Changer.

What it means: AI Dubbing and Voice Changer use credits. No plan includes credits; you buy them in packs, and they never expire. A job always uses the credits of the person who owns the video, even when the video is shared to a Team Library.

What to do: if the video is yours, click Add Credits in the dialog and buy a pack. If it belongs to a teammate, ask them to add credits. See AI credits.

AI dubbing requires a paid plan

AI dubbing requires a paid plan. Upgrade to Starter or Pro to dub videos.

What it means: dubbing needs Starter or Pro on the plan of the person who owns the video, plus credits. This applies to every video, including videos shared to a Team Library. On Free with no credits, you see "Insufficient Credits" first.

What to do: upgrade from Billing, then add credits.

Dubbing is taking a long time

This usually takes 2–20 minutes. You can close this tab and come back — we'll pick up where we left off.

What to do: wait and come back to the editor later. Zidi does not send an email when a dub is ready. If the editor is still open, it shows "Dubbing completed successfully!". Starting a second dub is refused while one is running: "A dubbing job is already in progress for this video."

Dubbing failed

Dubbing failed. Please try again.
Dubbing process timed out

What it means: the dub did not finish. A failed dub uses no credits.

What to do: click Generate Dubbing again. If a finished dub already exists, click Remove Dubbing first. Other messages:

  • "No extractable audio found for this recording. Please re-record with microphone enabled.": the video has no sound to dub.
  • "Video duration is unknown — please wait for processing to finish before generating a dub.": wait a few minutes and try again.
  • "Dubbing is limited to videos under 2 hours.": use a video shorter than 2 hours. Trimming in the editor does not help, because the whole audio is dubbed. On an edited copy, the message adds that the copy uses its original video's full audio. On a recording you trimmed with Edit in Editor, it adds that a video trimmed in the editor still uses its full audio.

Voices do not load in Voice Changer

Voice catalog is temporarily unavailable
Failed to load voices

What to do: click Retry. If you see "Network error — check your connection", check your internet connection first.

Chat does not answer

  • "Upgrade to Chat with Your Videos": chat needs Starter or Pro. The transcript and summary work on every plan.
  • "Video needs captions first. Please generate captions to enable chat.": generate captions, then try again.
  • "Question is too long (max 500 characters)": shorten the question.
  • "Too many chat requests. Please slow down.": wait a minute.

Too many requests

Too many requests. Please try again later.
Too many translation requests. Try again later.

What to do: wait and try again. Captions, dubbing and Voice Changer allow 5 starts per minute. Subtitle translation in the editor allows 10 per minute. Transcript and summary translation allow 5 per hour.

AI Cleanup refuses the video

This video exceeds the …-minute cleanup limit for your plan. Upgrade or trim the video and try again.
Too many cleanup requests. Try again in …s.
A cleanup for this video was recently completed. Please wait a couple of minutes before running another.

What it means: AI Cleanup has a maximum video length and file size, and a number of runs per hour, depending on your plan.

What to do: trim the video, wait, or upgrade. The cleaned result is a new video; your original is not changed. Filler-word removal works on English speech only. See Remove filler words and silence.

Integrations

See Integrations overview and How CRM sync works.

Copper-sent campaigns require a Pro plan

What it means: a campaign that Copper sends writes each personal link to Copper, which is a Pro feature. Nothing is created, and a draft stays a draft.

What to do: upgrade to Pro from Billing, then create or launch it again. For a draft, you can instead click Switch to Zidi sends on its campaign page. It keeps your recipients. For a new campaign, choose Zidi sends. See Campaigns that Copper sends.

Connecting is a Pro feature

Connecting … to Zidi is a Pro feature. Upgrade to unlock … and 17 other CRM, analytics, and automation integrations.
This integration requires a Pro plan.
CRM integrations need the Pro plan.

What it means: CRMs, Zapier, Make.com, Slack and tracking pixels need Pro. Starter is not enough. The only integration on Starter is a campaign's Custom Webhook.

What to do: upgrade to Pro from Billing.

If you leave Pro later, CRM pushes at campaign launch, campaign updates to your CRM and CRM notes for tracked links stop. Zapier, Make.com, Slack and tracking pixels stop too. These stay stopped until you are on Pro again. Nothing is saved up to send later, but a campaign recipient's next visit after you upgrade updates your CRM with where they are now. Your connections are kept. If you switch from Pro to Starter, Zidi may also remove its Zapier connection. If Zapier asks after you upgrade, reconnect Zidi there. If your subscription is cancelled or ends instead, the Zapier connection stays and works again once you are back on Pro.

A CRM connection fails

  • "You cancelled the … connection. Nothing was changed.": click the connect button again and approve access.
  • "… blocked this connection. Ask your … admin to approve the Zidi app, then try again.": your CRM admin must approve Zidi first. Salesforce shows a longer message with the exact setup steps.
  • "That sign-in link expired or was opened in a different browser session. Please start the connection again.": you came back signed in to a different Zidi account, or the return link was incomplete. Sign in to the Zidi account you started from, then start again from the Integrations page.
  • "Zidi does not support your Zoho data centre yet. Please contact support and tell us which Zoho region your account is in.": email support with your region.
  • "This integration is not available right now. Please contact support.": email support.
  • "Could not connect …. Please try again.": try again. For Salesforce, finish the sign-in within 10 minutes, in the same browser where you started it.

Salesforce sandbox orgs cannot connect. See Salesforce.

An API key or URL is rejected

  • Freshsales, "Invalid domain format. Use only letters, numbers, and hyphens.": enter only the first part of your ….myfreshworks.com address. See Freshsales.
  • ActiveCampaign, "Invalid API URL format. Expected: https://youraccount.api-us1.com": copy the API URL from ActiveCampaign's API Access page. See ActiveCampaign.
  • Monday.com, "Please select a Monday.com board before connecting.": click Test & Load Boards and pick a board. See Monday.com.

A connected CRM shows Available again

What it means: the CRM ended Zidi's access, for example because access was revoked on the CRM side. Syncing has stopped. Zidi does not send a notice.

This applies to HubSpot, Salesforce, Zoho CRM and Close, and the card changes after a later sync finds the access revoked. For ActiveCampaign, Freshsales, Monday.com and Copper, the card still shows Connected. Failures appear under Recent Sync Activity.

What to do: connect it again from the Integrations page.

Where to find sync errors

Open Integrations and scroll to Recent Sync Activity. On a campaign, the CRM button changes to Sync Failed - Retry when a push fails; check Recent Sync Activity for the error. Common messages:

  • "HubSpot missing required property. Please disconnect and reconnect HubSpot on the Integrations page to grant updated permissions.": reconnect HubSpot. If it still appears, a value in your recipient list, such as a name or company, may be rejected by a HubSpot property rule. Check the property settings in HubSpot, or contact support.
  • "Salesforce missing custom field 'Zidi_Personalized_URL__c'. …": the message names a Zidi field, but Zidi does not write that field. Salesforce refused one of the standard Contact fields Zidi writes: First Name, Last Name, Email, Department or Account. Ask your Salesforce admin to give your user edit access to those fields, then push the campaign again from its CRM button.
  • "CRM token revoked — reconnect required": connect the CRM again.

Nothing appears in the CRM for a viewer

  • Zidi can only send engagement for viewers it can identify: campaign recipients, tracked-link recipients, or people signed in to Zidi. Views of a plain share link are anonymous and never reach a CRM.
  • Campaign engagement updates arrive about a minute after the viewer stops watching, not while they watch.
  • If the campaign's video has a password, nothing is sent until the recipient enters it.
  • Nothing is sent for a campaign while its owner is not on Pro. After the owner upgrades, the recipient's next visit updates the CRM with where they are now.
  • For most CRMs, engagement updates do not create a new contact. The contact must already exist, or come from a campaign launch.
  • The Zidi_* fields that Zidi creates in Salesforce and Zoho CRM are never filled in, so do not build reports or workflows on them.

See How CRM sync works.

Zapier or Make.com does not trigger

  • "Video viewed" and "CTA clicked" fire only for campaign links, once per recipient. Plain share-link views never fire them.
  • The watch-threshold event fires at 50%, 80% and 100%, one event per milestone, even when one progress report crosses several. Zidi holds the 80% event about 5 seconds and the 100% event about 10 seconds before sending it. In Zapier, check the Zap's Threshold Percentage. In Make, check your scenario's filter on thresholdCrossed or percentWatched.
  • Deliveries stop while your plan is not Pro, and skipped events are not sent later.
  • For Make.com, the scenario must be running and listening before you click Connect to Make.com, because Zidi sends a test event. "Webhook returned 404 — the scenario may be paused or the URL is wrong." means it was not.

See Zapier and Make.com.

Zapier, Make.com or Slack show "redacted" instead of the email

What it means: campaigns hide recipient details from integrations unless you turn on Include recipient PII.

What to do: before you launch the campaign, turn on Include recipient PII in its Custom Webhook card. You can change it only while the campaign is a Draft.

Zidi is still listed in Zapier after Revoke Access

What to do: Revoke Access stops Zidi's side only. To remove the connection from Zapier too, go to zapier.com → My Apps → Zidi → Disconnect.

Slack does not post anything

  • Notifications are off after you connect. Turn on Enable notifications, choose a channel, and click Save Channel Settings.
  • "Zidi isn't in #… yet": in Slack, open the channel and type /invite @Zidi, then click Re-check. Private channels always need this step.
  • "Reconnect required": click Reconnect Slack.

Views of a plain share link post as "Anonymous". See Slack.

Tracking pixels do not fire

  • Pixels need Pro. They stop if you leave Pro, even though the card still shows Connected.
  • Nothing loads until the viewer clicks Accept on the cookie banner.
  • Pixels run only on the video's share link and its embeds. They do not run on campaign pages or on pages published with Publish it to a webpage.
  • Ad blockers can stop pixels from loading.
  • Inside an embed on another website, most browsers do not save the viewer's cookie choice, so the banner can come back and video events may not be sent. Test on the share link.

If saving the ID fails with "Invalid format. Expected: …", check the ID format. An X Pixel ID is five characters and starts with the letter "o", for example o1a2b. The example in the field is not in this format. A Google Analytics ID starting with "UA-" is refused; use the GA4 Measurement ID that starts with "G-". See Tracking pixels.

Custom Webhook errors

Webhooks require a Starter or Pro plan
Webhook URL must use HTTPS
Webhook URL cannot point to a private or internal address
Can only configure webhook URL/enabled for DRAFT campaigns

What to do: use a public HTTPS address, and set the webhook before you launch the campaign. See Webhooks.

The webhook signing secret does not load or copy

The signing secret could not be loaded. Please try again.
Could not copy. Select the secret and copy it manually.

What to do: click Reveal again, or reload the page. If copying fails, select the secret in its box and copy it yourself. See Find your signing secret.

Billing and account

See Plans and limits, Manage your subscription and Account settings.

I paid, but my plan has not changed

Payment received. Your plan will activate shortly — refresh in a minute if you don't see it.

What to do: wait a minute and refresh the Billing page. If your plan still has not changed, email support with the date of the payment.

A payment is already in progress

A payment for this workspace is already in progress. Please complete it or wait a few minutes before retrying.

What it means: you started a checkout for a different plan or billing period in the last 10 minutes.

What to do: finish that checkout, or wait 10 minutes and try again.

Workspace already has an active subscription

What it means: you already have a paid plan, so a new checkout is not allowed.

What to do: to move from Starter to Pro, click Upgrade on the Pro card. When you already have a paid plan, the Monthly / Annual switch only changes the prices shown. To change your billing period, email support.

Payment failed

Payment failed. Please check your payment method and try again.

What to do: check your card with your bank, then try the upgrade again.

Cancellation failed

Cancellation failed — your subscription is still active. Please try again.

What to do: try again. If it fails again, email support.

I cancelled by mistake

What it means: there is no button to undo a cancellation. You keep your paid features until the end of the billing period.

What to do: email support before the period ends.

A downgrade is already pending

What to do: to cancel the scheduled downgrade, click Keep Current Plan on the banner that shows the downgrade date.

"Your plan was downgraded to Free"

You have … videos over the free limit of …. Re-subscribe within … days to keep all your videos. After that, excess videos will be removed.
When the grace period ends, Zidi permanently deletes your oldest videos beyond the Free limit. Your newest videos are kept.

What to do: click Re-subscribe in the banner. It opens Billing. Open the Plans tab and click Upgrade. Or delete videos you do not need until you are within the limit.

Team members were removed after a downgrade

What it means: when you downgrade to Free, members you untick are removed straight away, and the rest are removed when the paid period ends.

What to do: after you upgrade again, invite them again. See Team members and seats.

I bought the "PRO Plan" but my plan is still Free

What it means: the packs in Add Credits are named "HOBBY Plan", "PRO Plan" and "PREMIUM Plan", but they are credit packs, not subscriptions. Buying one adds credits and does not change your plan.

What to do: to change your plan, use Upgrade on the Plans tab. See AI credits.

Invoice download is not available yet

What to do: in Billing → History, click ⋮ on a payment and choose Download Invoice. If you see "Invoice download is not available yet.", email support with the date and amount of the payment.

Your email isn't verified yet

Your email isn't verified yet. We've just sent a new verification link — it's valid for 24 hours.

What to do: open the newest email from Zidi, click Verify Email Address, then sign in. If a link says "This link has expired", sign in again to get a new one. Check your spam folder too.

I was signed out

What it means: your session ended. Zidi signs you out after 60 minutes without activity if nobody answers the Are you still there? warning, after 7 days without using Zidi, or when you click Sign out of all devices in your account settings on any device. See Automatic sign-out.

What to do: sign in again.

A team invite does not work

  • "This invitation was sent to …, but you are signed in as ….": click Sign in as … and use the invited email.
  • "You are already a member of … Please leave that team before joining a new one.": you can belong to one other team at a time. Leave it on the Team page with Leave Team.
  • "This invitation has expired.": invites last 14 days. Ask the team owner to click Resend.
  • "This invitation has been revoked.": the sender cancelled the invite. Ask them for a new one.

I cannot delete my account

You own … team(s) with other members. Transfer ownership or remove all members before deleting your account.

What to do: there is no way to transfer ownership in the app. Remove every member from your team on the Team page, then delete your account. See Account settings.

I deleted my account by mistake

What it means: your account and videos are kept for 30 days after you delete your account.

What to do: sign in again within 30 days to restore the account. If you try to sign up with the same email, you see "This email belongs to a deactivated account"; sign in instead.

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