---
title: I can't download my video
description: Video download not working Star Trek 360 video
---

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2. [Troubleshooting](https://www.support.captivr.de/en/helpcenter/troubleshooting?hsLang=en)

# I can't download my video

## If you are unable to download your purchased video, please try the following steps:

1. Restart your browser.
2. Go to the captivr WebApp.
3. Log in with your existing account.
4. Tap on “My Media.”
5. If you have a “Video Bundle,” tap on the blue arrow to open the package.
6. Tap “Download” on the video you want to download.  
   ![](https://captivr9489.zendesk.com/hc/article_attachments/26026419770898)

**Important:**  
Please be patient after clicking on Download, as the download speed depends on your internet connection. 

**The download still does not work?**  
If the download still does not work, please contact our support team: [support@captivr.de](mailto:support@captivr.de)

- [Frequently asked questions](https://www.support.captivr.de/en/helpcenter/frequently-asked-questions?hsLang=en)
- [First steps](https://www.support.captivr.de/en/helpcenter/first-steps?hsLang=en)
- [Troubleshooting](https://www.support.captivr.de/en/helpcenter/troubleshooting?hsLang=en)
- [Support](https://www.support.captivr.de/en/helpcenter/support?hsLang=en)

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