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Troubleshooting video submissions

Common issues and how to fix them

Updated over 3 weeks ago

If you're having trouble uploading your 1:1 Feedback video, here are solutions to common issues.


Upload fails? Try this:

If your video won’t upload, it may be due to:

  • Incorrect file type – Make sure your video is in one of the accepted formats:

    • MOV

    • MP4

    • WMV

  • File size too large – The maximum file size is 500MB. If your file is too big:

    • Compress it using QuickTime, HandBrake (free software), or an online compressor.

    • Lower the resolution or bitrate before exporting.

  • Unstable internet connection – A weak connection can cause uploads to fail.

    • Try switching to a wired connection or moving closer to your Wi-Fi router.

    • If possible, upload from a different device or network.


Blurry video or poor audio quality?

If your video is too unclear to assess, your Guitar Mentor may request a resubmission. To avoid this:

  • Ensure good lighting so your hands and guitar are clearly visible.

  • Use a stable setup – A tripod or steady surface helps prevent shaky footage.

  • Check your audio balance – Your guitar should be louder than the backing track but not overpowering.

  • Film a test take first to check clarity before submitting.


Haven’t received feedback after a week?

Your Guitar Mentor typically responds within 7 days. If you haven’t received feedback:

  • Check your spam folder – Feedback emails can sometimes be filtered.

  • Confirm the email associated with your Pickup Music account – Your feedback will be sent there.

  • Still no feedback? Contact [email protected] and we’ll track it down for you.

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