File format not supported or file too large
Audio files are accepted up to 100 MB, video depends on the tool, links up to 2 GB. Find your error message below and see how to fix it.
Updated November 2, 20263 min read
The limits differ by tool and by source. A file that does not fit as an upload often goes through as a link, and a video that does not fit one tool may fit another.
What the message means
| Message | Where | What to do |
|---|---|---|
| "File too large. Please choose a file no larger than 100 MB." | any audio file: Audio Translation, Text Transcription, Text Analysis, Voice Changer, audio in Video to Text | convert to MP3 or M4A, cut it into parts, or add it by link |
| "Unsupported format. Audio file format is not supported. Please choose another file." | audio tools | convert to MP3 or M4A. AMR and WMA are not accepted |
| "Video file format is not supported. Please choose another file." | video tools | convert to MP4 (H.264) |
| "This video is larger than 3 GB." | Video to Text | trim it or export in a lower quality |
| "This video is too large even after compression." | Video Translation, Add Captions | choose a shorter part of the video or a smaller file |
| "HeyGen supports videos up to 30 minutes." | Video Translation | trim the video to 30 minutes or split it into parts |
| "Mirage templates support videos up to 5 minutes." and similar messages about 50 MB or MP4/MOV | Add Captions | switch to Standard captions: they have no such limits |
| "Couldn't extract audio from this video. Please choose an audio file." | Text Transcription, Text Analysis | save the sound as an audio file, or use Video to Text for this video |
Limits by tool
| Tool | File from the device | Link |
|---|---|---|
| Audio Translation, Text Transcription, Text Analysis | audio up to 100 MB; from a video only the sound is taken, and it has to fit 100 MB | up to 2 GB |
| Video to Text | video up to 3 GB, audio up to 100 MB | up to 2 GB |
| Video Translation | compressed to about 50 MB before upload, up to 2 GB after compression; up to 30 minutes with HeyGen | up to 2 GB |
| Add Captions | Standard: up to 2 GB after compression, any length. Mirage: 9:16, MP4 or MOV, up to 50 MB and 5 minutes | up to 2 GB |
| Voice Changer | audio up to 100 MB, up to 5 minutes | no link import |
| My Voices (voice sample) | 10 seconds to 5 minutes, up to 20 MB | no |
| Chat attachments | up to 10 files, up to 50 MB each; larger videos are compressed first | paste into the message |
Accepted audio formats: MP3, M4A, AAC, WAV, FLAC, OGG, OPUS, WebM, 3GP. Video in the app: MP4, MOV, WebM, MKV, AVI, MPEG, 3GP, FLV; the web version accepts any video the browser opens. All sources and formats are in supported formats, sizes and sources.
How to make a file fit
Use a link instead of a file. If the video is on YouTube, TikTok, Instagram or another site, Paste link takes up to 2 GB and nothing is uploaded from the phone. See importing from a link.
Compress the sound. An hour of MP3 at 128 kbps is about 58 MB, well within 100 MB. WAV of the same length is many times larger.
Pick the tool that takes bigger files. A long video goes into Video to Text (up to 3 GB) rather than Text Transcription.
Cut a long recording into parts and process them one by one.
When to write to support
If a file in a supported format and within the limits is still rejected, write through the support form. Say which tool you used, the file format and size, and the exact message.
Contact support
Describe the problem and we will reply by email. Add the file name or job ID if you have one.