My Downloads app troubleshooting guide
If you're having trouble downloading using our free download app, please follow this troubleshooting guide. If you are still unable to find an answer, please contact us.
Installing the download app
You can install the download app from the Apple app store using the link below:
My Downloads has updated and content has disappeared
If you have recently noticed that your My Downloads app has updated and your saved downloads are missing, this is because your device is set to auto update and has automatically downloaded our new version of the My Downloads app.
As the new app is not compatible with the old app, any downloads that were present in the old app will not have been copied across.
If this has happened, then you simply need to access your download page, or pages, and download again, firstly making sure you have the latest version of the app installed from the iTunes app store and that your iOS version is up to date.
My app keeps crashing
If you are on an older device, or still running iOS 9, you may be experiencing some issues with the app crashing as the download reaches 100%.
Most of the time, after crashing, once you open the app again the download will have been completed and you can view your file as you'd expect to.
If your download stalls at the end and doesn't seem to do anything, the best action is to wait about 10 seconds then quit the app. To do this, double tap the home button, swipe the app up to close, and then open up the app again.
If your app is crashing and the video is still not appearing, please contact support and we will be able to assist you in how to get around this issue.
My download keeps stopping
If your download keeps stopping it's usually due to a drop in connection to our download servers. The app will show one of 2 error messages:
"Connection lost! Tap to try again..."
The download app will try to resume the download once a connection is available. If it can't automatically resume downloading, the row will turn red and it will say "Connection lost! Tap to try again...". Simply tap the row to resume the download.
If this still does not resume the download, another option is to return to the download page and click the "Save" button again. The app will automatically try to resume the download.
"Download lost. Please start again!"
Finally, if you download says "Download lost. Please start again!", you will need to return to the download page and restart your download.
Tips for downloading
Make sure you're on a stable wifi connection. If you're using mobile data, then this can be intermittent and cause the download to stop and start.
Make sure you have enough available space. If you don't have enough space on your device, we will let you know, but this can sometimes be inaccurate. If your phone is near full capacity, then please try deleting some old videos or photos to free up some space.
Try resuming your download. If your download does stop you can return to your download page and hit download again. If possible, the app will continue the download from where it stopped. You can do this repeatedly until it has completed.
I keep getting a "address is invalid" message
If you keep getting the message "Safari cannot open the page because the address is invalid." this is because you have selected to install our free download app but then have not installed it, or have deleted the app.
You will need to install our free download app in order to download.