--- title: I haven't received a video. What should I do? description: no video; 360 video star trek --- [Skip to content](https://www.support.captivr.de/en/helpcenter/kann-ich-auch-nur-das-highlight-video-kaufen-1#main-content) - [English](https://www.support.captivr.de/en/helpcenter/kann-ich-auch-nur-das-highlight-video-kaufen-1) - [Deutsch](https://www.support.captivr.de/de/helpcenter/kann-ich-auch-nur-das-highlight-video-kaufen-1) English Show submenu for translations ![Logo Hi-Def\_OriginalColors-1](https://www.support.captivr.de/hs-fs/hubfs/Logo%20Hi-Def_OriginalColors-1.png?width=50&height=50&name=Logo%20Hi-Def_OriginalColors-1.png) Open main navigation Close main navigation - - [English](https://www.support.captivr.de/en/helpcenter/kann-ich-auch-nur-das-highlight-video-kaufen-1) - [Deutsch](https://www.support.captivr.de/de/helpcenter/kann-ich-auch-nur-das-highlight-video-kaufen-1) English Show submenu for translations - [Contact us](mailto:support@captivr.de) [Contact us](mailto:support@captivr.de) How can we help you? - There are no suggestions because the search field is empty. 1. [captivr Help Center (en)](https://www.support.captivr.de/en/helpcenter?hsLang=en) 2. [Support](https://www.support.captivr.de/en/helpcenter/support?hsLang=en) # I haven't received a video. What should I do? ## It usually takes between 3 and 10 minutes for your video to appear in the web app. **If you haven't received a video after 15 minutes:** Close your browser and reload the page. Swipe down on the website with your finger to refresh the list. **If you haven't received a video after 30 minutes:** Please reply by sending us a new email to [support@captivr.de](mailto:support@captivr.de) and provide us with the following information: 1. Which email address did you use to create your account? 2. When did you ride (time and date)? 3. What were you wearing that day (or other distinguishing features, fellow passengers)? - [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) [![Logo Hi-Def\_OriginalColors-1](https://www.support.captivr.de/hs-fs/hubfs/Logo%20Hi-Def_OriginalColors-1.png?width=40&height=40&name=Logo%20Hi-Def_OriginalColors-1.png "Logo Hi-Def_OriginalColors-1")](https://www.captivr.net) [mailto:support@captivr.de](mailto:support@captivr.de) Copyright © 2025,