Messages & recipients
The postcard video won’t play
Open the QR link in an up-to-date browser and check your connection. If the video has expired, been removed or is still processing, it may be unavailable.
Updated
Try these checks
- Scan the QR code again with your phone camera and open the full link.
- Use a stable connection and try opening it in your normal browser.
- Follow any processing or unavailable message on the page.
- Ask the sender whether the video was removed or uploaded more than 90 days ago.
Still having trouble?
Contact us with the error, your device and browser. Ask the sender for the order reference if available.
Treat the QR link as private. Do not put it in a public post or send us a copy of the personal video just to report a playback problem.