Troubleshooting and support

For help with a gift, email info@fromusto.you. If you are contributing or watching, the organizer can also check whether your message arrived or send the correct link.

My camera or microphone will not work

Allow camera and microphone access for FromUs in your browser and device settings. Close another app that may be using them. If you opened the invitation inside a messaging app, try opening that same link in your usual browser.

You can also upload an existing compatible video. Before closing a page with a recording, check whether its draft was saved or keep another copy; a permission reset should not cost you your only recording.

My video will not upload

Check that it is within the message-length and file-size limits. A new gift accepts messages up to 30 seconds and 24 MiB. Some MOV files need an MP4 export first. Check the full requirements.

For a connection error, retry from your existing preview or saved draft. Keep the page open until Your message is in. If collection has closed or the gift has reached its contribution limit, ask the organizer; retrying the same file will not bypass those limits.

If a file has no sound, the page asks you to choose another file or confirm that silence is intentional. If the preview looks sideways, save an upright MP4 copy using H.264 video, or record a new message in FromUs. FromUs can find some video problems, but it cannot tell whether voices are loud enough; listen before sending.

If you saved the private confirmation link after sending your message, open it to check from another device that the message arrived. The link cannot recover an unfinished upload or a draft saved in another browser.

I cannot open the organizer dashboard

Use the private organizer link in your original gift email, not the collection link. Check spam if the email is missing. If you switched devices, open the email link on the new device.

For an expired or lost link, email support from the address used to create the gift. Do not create a replacement gift merely to recover access to the first one.

Creation says it is temporarily unavailable

Wait briefly and try again. If it continues, send support the exact error and the approximate time. Do not send payment or create repeated gifts to work around an availability error.

I paid, but the video is not ready

Return to the organizer dashboard and check its processing status. Payment confirmation and video completion are separate steps. If processing stopped, use Try Again when offered; verified payment credit is retained.

If payment appears missing or processing repeatedly fails, contact support before paying again. Read about payment.

The gift page may say the email service accepted a notification. That does not confirm it reached your inbox or was opened. Check your gift page for the video's status, and check spam if the email is missing.

The finished video will not play or download

Check your connection, use Play video or Retry video if offered, and open the full watch link again. Check the gift's availability date. If the link is invalid, ask the organizer for the current watch link. If availability has ended, use a previously downloaded copy.

What to send support

Include:

• Whether you are the organizer, a contributor or the recipient.
• The gift title and the action you were trying to complete.
• The exact error message and approximate time, including your timezone.
• Your device and browser, and whether the problem repeats.
• For billing issues, the payment date and receipt reference if available.

Screenshots can help, but hide private link tokens, personal messages and payment details. Never send your full card number, card security code or private organizer link. If you need owner access recovered, write from the original organizer email address.