It was just uploaded#
Videos are converted for playback after they arrive, which takes longer than a photo. A few minutes is normal; a long video takes longer.
The thumbnail often appears before the video is playable, so a still image with nothing behind it usually means "not finished yet" rather than "broken".
It looks softer than the original#
That's the stored quality. Videos are kept at 720p on every plan — there's no plan that stores them at a higher resolution.
Unlike photos, original video files aren't kept on any tier, so there's no higher-quality version to fall back to. See Photo and video quality.
Worth knowing rather than discovering: if you need the original of an important video, keep your own copy of it outside Keepr.
It plays without sound#
Videos on the timeline start muted, so a page of them doesn't start talking at once. Tap the speaker button in a video's corner (it says Tap for sound until you've used it a few times) and the videos on that page play with sound. Next time you open the timeline they start muted again.
A video you open on its own, from an album or your library, plays with sound, and the speaker button beside play and pause turns it off and on. A Moment plays with sound too.
On an iPhone, also check the phone isn't set to silent.
Keepr keeps the sound of every video, whatever its size or plan. If a video has no sound in any of these places, check the original on the phone it came from, and if that one has sound, contact support.
It won't play on a TV#
Check the album's share link is still on. Turning sharing off stops TV playback immediately, along with everything else the link provided.
TV codes also expire after 15 minutes — if you're setting up long before the event, get a fresh code when you're ready. See Watch on a TV.
It won't play on one device but plays on another#
Usually the connection rather than the file. Video needs more bandwidth than photos, and a weak signal shows up here first.
If it plays on Wi-Fi and not on mobile data, that's the answer.
It never finished uploading#
A partial upload won't play because there's nothing complete to play. See Upload problems.
Still stuck#
If a video has been processing for hours, or plays for some people and not others, contact support with the album name and roughly when it was uploaded. Both those symptoms are worth looking at rather than waiting out.