Experiencing problems? Try these troubleshooting steps.

Recording and uploading FAQ

Got a question about recording or uploading a video? Or just want to dive deeper into how VideoAsk works? We've put together some of your most-asked questions all about video recording and uploading.

If you're new to VideoAsk, start by taking a look at how to create your first videoask.


What file types are accepted when uploading a video to VideoAsk?

You can upload .mp4, .mov, and .webm files. However, occasionally things can get a little funky during the transcoding process with .mov and .webm files. For best results, we recommend exporting to .mp4 before uploading your videos to VideoAsk.

What's the time limit when recording a videoask step or replying to a respondent?

The maximum length of a creator recording or reply is 5 minutes.

What's the time limit for respondents when respondents record a response to an Open-ended answer type?

By default, respondents will have a maximum of 2 minutes to record their initial video or audio response to your videoask. If you're on a paid plan, you can change the time limit for the video and audio responses you receive (up to 5 minutes).

What's the time limit for respondent follow-up replies after they've submitted their initial response to a videoask?

Respondents will have 5 minutes to record their reply back to you by default. However, you can shorten the time limit of respondent replies if you like.

I want to create a step in my videoask with a video longer than the 5-minute time limit. Is this possible?

You can do this by recording your video outside of VideoAsk and then uploading it to the step. You'll just need to make sure that the file size is no larger than 500 MB when using your web browser.

The file size limit is 2 GB when you use our iOS app to upload a video to the step.

What are the upload video file limits?

Videoask creators and respondents can upload video files of up to 500 MB on a web browser.

Videoask creators can upload video files of up to 2 GB on our iOS app and respondents can upload files of up to 2 GB when using an iOS device. 

I'm using the file upload answer type in my videoask. What is the maximum file size my respondents can upload?

The maximum file size for the file upload answer type is 10 MB.


What file types are accepted for the file upload answer type?

Most file types are accepted. You can find a full list of accepted file types here.

I'm on the Brand plan and want to add my logo and favicon to my videoask. What's the maximum file size?

The maximum file size for logos and favicons is 5 MB. Find out more about adding branding to your videoask.

How are videos cropped when I upload a videoask?

Videos are dynamically cropped depending on the viewer's window or device, so we can't give you an exact dimension.

For example, if you adjust the size of your browser, it'll show more or less of the video based on the size of the window. We'll always make sure your video has the maximum height possible and is centralized on the screen.

In a larger window, your respondent will see more of the video, like this:


Whereas in a smaller window, some of the video will be cropped out, like this:


As a rule of thumb, it's always best to upload in landscape mode (1920x1080 px) to cover all cases. Make sure the subject's eyes are always just above the center line and the main action is happening within the "portrait safe" area.

Want to change the position of a video in your videoask? Take a look at this article about repositioning videos in your videoasks.

Check out these 5 tips for making a better videoask!

What are the recommended video dimensions when recording outside VideoAsk?

We recommend uploading in landscape mode (1920x1080 px) to cover all cases. Make sure the subject's eyes are always just above the center line and the main action is happening in the middle of the shot.

I set the answer type on my videoask to video only but I've received an audio response. How did this happen?

Occasionally this can happen if the video is corrupt or fails. This could be due to one of the following reasons:

  • It could be an issue with the respondent's internet connection or device.
  • If you're using streamed recording, audio and video are recorded separately and then merged. If one part fails but the other works successfully, you might end up with just audio (and no video) or just video (and no audio).

I recorded a video outside VideoAsk but the colors change when I upload it to my videoask. Why?

This can happen if you're recording on a phone or a high-end camera in 4k or HDR. When the video is uploaded to VideoAsk, it's transcoded and optimized (to ensure it's compatible with as many devices as possible). This sometimes means that the color profile is slightly altered, and you may occasionally notice a slight drop in quality.

To avoid this, you can export your video to a computer as a .mp4 file, using a video editing tool like QuickTime, with a 1920 x 1080 px resolution, or encode the video file in macOS before uploading it to your videoask.

Some final thoughts about color and quality:

  • If the width or height of your video is greater than 1920 px, we'll resize it to 1920 px during transcoding, meaning that the maximum quality will end up as Full HD.
  • 4k and HDR have additional color profiles, meaning that when transcoded the colors may not appear to be as vibrant as your original.
  • We've noticed that .mov files don't always behave with our transcoding process. 😛 We recommend exporting as .mp4 files before uploading.

My video has been uploaded to VideoAsk upside down. 🙃 How can I get it the right way up? 🙂

We've seen users face this issue when recording on an iPhone or iPad and the video has been recorded upside down or rotated. This can have an effect on the video's metadata which can, in turn, cause the video to display upside down in some browsers and media players.

To fix this, try re-uploading your video using Safari. If you're comfortable with more technical processes you can manually edit the metadata of the video you're trying to upload to correct the rotation. Look out for a 'Display matrix rotation' of negative 180 degrees, this is what will need changing.

Can't find what you're looking for?