What should I send when processing fails?
Send the error code and Reference ID shown in the upload panel, plus the browser and approximate time. Do not email credentials or sensitive source video.
AlphaPublish
Clear help for the product we actually provide.
Find supported implementation recipes, troubleshooting steps, error-code guidance, and the boundary between AlphaPublish support and custom website work.
Written and reviewed by AlphaPublish Editorial Team · Published · Updated
Supported product issues
Support covers AlphaPublish upload and processing failures, incorrect eligible usage consumption, assets or manifests that do not load, hosted video or poster delivery, stable-embed behavior, and the standard Workspace diagnostics flow.
How to report a processing failure
Retry once when the upload panel recommends it. If the problem repeats, send support the safe error code, Reference ID, browser, approximate time, and expected result. Do not email credentials or sensitive source video.
Official implementation scope
AlphaPublish documents a complete responsive wrapper for HTML, Webflow, and Framer. Support can verify the standard player and asset delivery, but bespoke CSS, animation, z-index, third-party scripts, and custom framework integrations remain the site owner’s responsibility.
Failure and usage policy
A failed free preview is restored so the segment can be retried. Failed paid processing and system retries do not consume eligible processing usage. Delivery-only encoding does not repeat background removal.
Bring your own alpha
Check an existing transparent WebM or ProRes 4444 MOV without sign-in. Preparation does not use AI processing seconds. Review the prepared result before optional annual Hosting at $9.99 per video per year, with explicit renewal authorization. Sources are temporary for 24 hours and prepared private results have a seven-day deadline. The checker is not a device playback test.
Frequently asked questions
Does a failed job consume processing time?
No. Failed paid processing and system retries do not consume eligible usage. A failed free preview is restored so the segment can be retried.
Can AlphaPublish debug my Webflow or Framer layout?
Support covers the official embed recipe and AlphaPublish player. Bespoke CSS, animation, stacking, and third-party script conflicts remain the site owner’s responsibility.
Primary references
Product-specific behavior is verified against the current AlphaPublish production experience. Browser and builder guidance uses the primary documentation below.