Please try the following steps in order.
1. Refresh the page.
If your device has been locked or the page has been left open for a long period of time, the playback session may have expired and the video may not play properly. Please refresh the page and try again.
2. Check whether your account is being used on another device.
Each account can only be used to watch content on one device at a time. If the same account is being used on another device, please log out on that device and try again.
3. Close any screen recording programs or browser extensions.
Playback may be restricted if browser extensions for recording or downloading videos, or other screen recording programs, are running. Please close any related programs or browser extensions and try again.
If you are using a video conferencing app such as Zoom, please also make sure that screen sharing or recording is turned off.
4. Check your network connection and video quality settings.
If your network connection is not stable enough for the selected video quality, the video may continue loading without playing.
5. Open the page in a standard browser such as Chrome or Safari.
Videos may not play properly in in-app browsers such as those opened within Instagram or KakaoTalk. Please open the link again in Chrome, Safari, or your device’s default browser.
6. Check whether you are using a VPN, ad blocker, or security software.
Some VPNs, ad blockers, or security software may block connections required for video playback. If you are using any of these, please temporarily disable them and try again.
If the issue persists after trying the steps above, please contact fromm Customer Support.
When contacting us, please include a screenshot of the issue and the time when it occurred so that we can assist you more quickly.