I have had the exact same problem! I called support and they said they weren't able to help me that I needed to start a chat. So I did that and got absolutely nowhere. So then I sent an email... of course I haven't got a response back. This is probably the worst company I have ever dealt with. I have made a trailer for my book and I need to upload it to Facebook. I can not just post the link because people will not click on it they have to actually see the video and then make the decision whether to hit play or not. I've tried to download it as an mp4 so then I can upload it to YouTube and an error always pops up. I am so beyond frustrated.