Troubleshooting
Solutions for common issues including video quality, unexpected results, credit discrepancies, and technical problems
Common Questions About Video Quality
What shapes the quality of a RealityMold creative. The three input layers (client, campaign, creative) and how to tune each one for sharper output.
What to Do If Your Video Is Not What You Expected
When a delivered creative misses the mark, the right path depends on what is wrong. Here is how to choose between Report an Issue, messaging your account manager, and iterating on a new creative.
Credit Balance Discrepancies
If a credit balance does not match what you expect, here is how to diagnose it. Check the per client transaction log, understand common reasons for movement, then message support if it is still off.
Technical Issues and Browser Support
Supported browsers, fixes for video playback problems, accepted upload formats, and the right way to get a technical issue in front of the team.