Why Is My Video Showing a License Error?

If you are seeing a license error on your video, there are a few common causes to check through. Work through each one below to identify and resolve the issue.

Domain Whitelisting

If you have added specific domains to your Domain Whitelist, your video will only play on those approved domains. Any domain not on the list will trigger a license error.

Fix: Review your whitelist settings and make sure every domain where your video is embedded is included. Do not forget to account for variations such as www and non-www versions of your domain.

Unpaid or Overdue Invoice

If your account has an overdue invoice, your videos may stop playing until the payment is resolved. If you have recently paid an overdue bill, please note that it can take several minutes for your videos to come back up after payment is processed.

Fix: Log in to your Vidalytics account and check your subscription and billing status. If your account is past due, update your payment details promptly. See How to Update Your Personal Details for guidance. If you are unsure about your account status, reach out to our team and we will check it for you.

Customized Embed Code

If you have modified your Vidalytics embed code in any way, the customization may be causing the error.

Fix: Revert to the original embed code from your Vidalytics settings and test again. If you need help identifying the issue with your custom code, reach out to our support team and share the page URL — we will take a look.

General Troubleshooting Steps

If you are not sure which of the above is causing the issue, follow these steps in order:

Test in an incognito or private window — open your page in Chrome's incognito mode, Safari's private window, or Firefox's private browsing. This rules out browser extensions, cached data, and local storage as the cause. If the video plays correctly in incognito mode, the issue is browser-related rather than an account or settings issue.

Clear your browser cache — if the video works in incognito but not in your regular browser, clear your cache and disable any extensions that might be interfering with video playback.

Verify your account status — confirm your Vidalytics subscription is active and that there are no outstanding invoices on your account.

If you have worked through all of the above and are still seeing the license error, please reach out to our Customer Happiness Team at hi@vidalytics.com with the URL of the affected page and we will investigate for you.