An upload fails
Why a Hotline UGC upload stalls or is rejected, and how to fix it.
Symptoms
- The upload stalls part way and does not finish
- The file is rejected as soon as you choose it
- The upload appears to complete but nothing shows in the Hub
Check these first
File size
The limit is 500 MB. A long export at a high bitrate passes it easily.
Re-export at 1080p rather than 4K. Meta downscales ad creative anyway, so this costs nothing you will see in the ad.
File format
Video must be .mp4, .mov or .webm. Images must be .jpg, .png, .webp or .gif.
A .mov exported from an iPhone is fine. A .hevc or .avi is not, and re-exporting as .mp4 is the quickest fix.
Connection
A large file on an unstable connection can stall near the end. If the progress bar reaches high nineties and stops, retry on a different network before assuming the file is at fault.
Still failing
Email hello@hotlineugc.com with the file name, its size, and roughly when you tried. That is enough to find the attempt in the logs and tell you what actually stopped it.