# Something doesn't work

> Find what you see below and what to do. If it is still stuck, press **Contact support**, bottom left in Montage.

## Adding footage

| What you see | What to do |
|---|---|
| « Upload stopped at 42% · the connection dropped, nothing is lost » | Your internet stopped. Once you are back online, press **Resume**: the upload picks up where it stopped. |
| « This video didn't finish uploading » | The upload stopped before the end. Add the file again. |
| « This video couldn't be read » | The file is damaged. Try another copy of it, then press **Try again**. |
| A file stays « getting ready » | Montage is making the small file to watch while you edit; a long or big file takes longer. [Why a file is still getting ready](/docs/footage/getting-ready) |
| « Your space is full » | Your plan's storage is used. Delete footage you no longer need in Media (**Free up space**), then add these again. |

## Editing with the AI

| What you see | What to do |
|---|---|
| « Something went wrong on my side and I stopped. » | Your video is safe. Ask again: Montage picks up where it stopped. |
| « You're out of credits for now. » | Add credits in **Plan and credits**; Montage picks up where you left off. |
| « This part of your video can't be shown » | One of its files could not be read. Your video is safe; tell Ben which video. |
| « Montage is working: go back once it is done. » | You tried to go back to an earlier version while the AI was changing the video. Wait until it is done. |

## Export

| What you see | What to do |
|---|---|
| « Your video wasn't made. » | Something went wrong on our side. Your video is safe: press **Try again**. |
| « Keep this page open until it's done. » | Your browser is making the file: closing the tab stops it. |
| In the app: « Your Mac is full » | Free up the space it asks for, then press **Try again**. |
| In the app: an original « On the disk … » or « Moved or deleted » | Plug the disk in, or press **Find the file**. The export goes on by itself. |

## Signing in and links

| What you see | What to do |
|---|---|
| « Signing in with Google didn't work. » | Try again, or sign in with your email. |
| « This link has expired. Ask for a new one. » | Ask for a new sign-in email and use the newest one. |
| « This link doesn't open anything » | This link does not lead to a video. Ask whoever sent it for a new link. |
| In the app: « Montage needs the internet to open. » | Connect to the internet, then press **Try again**. |

Every message, word for word: [Error messages](/docs/help/errors).

## Questions

### Does Montage know when something fails?

Yes. Failed imports, exports and AI answers reach Montage's team; « Something went wrong on our side » means Montage is already looking at it.

### Can I lose my video when something fails?

No. Every change is kept as a version: an AI that stops, an export that fails or a closed tab leaves your video as it was.

### How do I tell you what happened?

Press **Contact support**, bottom left in Montage, and say what you were doing. On a failed file, its own **Contact support** button says which file.