My video is not playing and I am using an app (iOS or Android)

Team EDpuzzle -

Please make sure that you have the last version of the app installed. If this does not solve the issue, please send us an email at or “leave a message” below, explaining which error message appears (a screenshot would be appreciated) and specifying which device and app version you are using.

For iOS users, if a "URL not found" error appears, please visit this article.

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