Table of Contents

How to fix video upload issues

Callum Updated by Callum

What is the maximum file size?

The maximum file size we can currently support is 5GB. If your file is greater than 5GB you'll need to compress the file before upload, you can achieve this with an open source transcoder such as Handbrake.

Why do videos fail to upload?

Video files uploads can fail for a few reasons, but they all fall broadly under two issues:

  1. Interrupted connection - this could be your own internet connection, an issue at SupaPass or you've been timed out of SupaPass. Check your connection, refresh the page and try to upload again.
  2. The file size is too large - we currently support files up to 5GB. You will need to compress the file before uploading.
  3. There is an issue with the video encoding (the process of converting raw video to digital files). Read more about encoding issues in the section below.
If your video was not originally recorded on a phone and does not use the H.265 codec (see below) please contact us and send the original video file.

Videos using HEVC format

How can I upload videos in HEVC format to SupaPass?

If your videos are recorded using the H.265 (HEVC) format you will need to access your dashboard using either Safari or Edge browsers to upload your files. Other browsers do not support the HEVC format which will cause the upload to fail.

What is HEVC?

High Efficiency Video Coding (HEVC), also known as H.265, is a commonly used standard for recording video on mobile because it offers better data compression than other standards such as H.264. This makes the format great for recording video on mobile where storage space is an important consideration, but is less good for overall compatibility. This means you may need to take some additional steps to upload videos recorded on a mobile device to SupaPass.

Why can't I upload HEVC formatted files using Chrome or Firefox?

The short answer is that only Safari and Edge browsers fully support HEVC playback, which leads to issues when uploading files that use the HEVC codec using other browsers such as Chrome or Firefox.

HEVC (H.265) is a proprietary format based on a number of patents, this means that fees are charged to developers that use this format. Some developers will decide that their browser will not support HEVC as these can incur significant costs, until the cost is reduced or free versions made available HEVC will remain unsupported for many browsers.

Which browsers do support HEVC?

Currently most of the major browsers do not support HEVC and will not until costs are reduced. Consult the table below for a quick reference.






HEVC/H.265 support






Can't see your browser here? Browsers with smaller market share are unlikely to support H.265 due to the prohibitive costs. Check your browser's documentation for more information.

Solutions to HEVC upload issues

You must use either Safari or Edge browsers to upload videos filmed with the HEVC format. If you are still experiencing upload issues using Safari or Edge, or are unable to use alternative browsers, then try the following:

Change your camera settings to higher compatibility

Recording using H.264 each time will ensure your videos get uploaded correctly to SupaPass. You can change the settings in your phone from higher efficiency (H.265) to higher compatibility (H.264) in your device settings.


Changing the camera settings on iOS is very simple.

  1. Open the Settings app.
  2. Search or scroll down to Camera.
  3. Open 'Formats' and switch to Most Compatible.

This step can vary slightly depending on the model of phone and the version of Android.

  1. Either open the settings app and search for 'Video', then select the relevant camera option, or open the settings menu within the camera app.
  2. In the video settings section, find setting for storage efficiency. For some apps this will be in the advanced settings.
  3. Depending on how the phone is configured the 'Store videos efficiently' option may be on or off by default. Make sure this is toggled to off.

Convert the file to H.264

If you already have files using the H.265 format you'll need to convert them to H.264 format using transcoding software or in the export settings of your video editing program of choice. These instructions are for Handbrake (which is free), but there are other options available. There are options for mobile, but for best results you'll want to use something like Handbrake on a computer.

  1. Open Handbrake and select the video file.
  2. Configure the preset to Fast 1080p30.
  3. In the video section, check that the Video Encoder is set to H.264 for maximum compatibility.
  4. At the bottom of the window, set a location to save the file on your computer.
  5. Click the start button.

Your video will then be transcoded. How long this takes depends on your computer spec and the size of the file. Once it's done, upload to SupaPass!

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