# Why a file is still getting ready

> Every file goes through two steps before Montage can use it: **Upload**, then **Prepare**. Here is what each one means, and what to do when a file is stuck.

## The two steps

| Its row says | What is happening | Can you leave the page? |
|---|---|---|
| **1. Upload** · 1.2 of 4.8 GB · 25% | Your file is going up from your computer or phone | No. Keep the page open while it uploads |
| **2. Prepare** · you can leave · **Preparing · 37%** | Montage makes the small file to watch, a full-quality copy, its picture, and listens to the words spoken in it | Yes. It goes on without you |
| **Ready** | The file can be used | — |

In Media, a file on its way says **Getting ready**.

## If you already pressed Make my video

The button says **Waiting for your footage…**, and under it: « Montage starts by itself as soon as your footage is ready. » You can leave once every file is uploaded.

## When a file does not get ready

| Its row says | What to do |
|---|---|
| Upload stopped at 42% · the connection dropped, nothing is lost | Press **Resume** |
| This video didn't finish uploading | Add it again |
| The upload was cut. Drop the file again. | The page was closed during the upload: drop the file again |
| Can't be opened · This file is damaged or isn't a video | Try another copy of the file |
| Not added · your space is full | Delete footage you no longer need, then add it again |

> Stuck on **Preparing** for a long time? Press **Contact support**, bottom left (in the menu on a phone), with the file's name.

## Questions

### Why does Montage prepare my file at all?

So it plays the same in every browser and phone, whatever the camera made: the right way up, in normal colours, with its words heard.

### Does preparing use my credits?

No. Credits only pay for the AI's work on your videos.

### Can I start describing while it prepares?

Yes. Write your description and press **Make my video**: Montage waits for your footage, then starts.