# Video won't upload

**URL:** <https://community.monzo.com/t/video-wont-upload/135210>\
**Category:** Help\
**Created:** [6 July 2022 16:51 UTC](https://community.monzo.com/t/video-wont-upload/135210 "2022-07-06T16:51:41Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![ChattyYogurt](https://avatars.discourse-cdn.com/v4/letter/c/ac91a4/32.png) [@ChattyYogurt](https://community.monzo.com/u/ChattyYogurt)\
**Post date:** [6 July 2022 16:51 UTC](https://community.monzo.com/t/video-wont-upload/135210/1 "2022-07-06T16:51:41Z")

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I’m trying to recover my PIN and when I upload the photos of my ID and video, it just keeps saying “files uploading” for over an hour, and saying my internet connection was lost, then reconnecting again, over and over, despite my wifi working perfectly on everything else. I’ve tried uploadihg it several times now and it keeps doing the same thing.

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**Author:** ![davidwalton](https://dub1.discourse-cdn.com/monzo/user_avatar/community.monzo.com/davidwalton/32/125295_2.png) [@davidwalton](https://community.monzo.com/u/davidwalton)\
**Post date:** [6 July 2022 17:03 UTC](https://community.monzo.com/t/video-wont-upload/135210/2 "2022-07-06T17:03:03Z")

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Hi & welcome 👋

There are a few tips about camera & sound (yes - sound!) here:

> [@Monzo App sign-up/login/access issues - common things to try](https://community.monzo.com/t/monzo-app-sign-up-login-access-issues-common-things-to-try/78000):
>
> There have been several reports of users being unable to run the app (before sign-up is complete) and also after sign-up/verification has been done. There are several common causes for these situations, detailed below:- (Recent changes to the Monzo app suggest a check for VPN activity may be used when signing up for an account. Disable any VPN while applying just to be sure) Monzo App fails to run, or closes, on first run before initial account sign-up can be achieved: Is your default Camer…