Why can't I see my video in My Library?

The My Library view of your dashboard (top-left menu) shows all videos and presentations that have been delivered to your account.

Content Is Missing

If you expected to see something but it isn’t there, common reasons include:

Not delivered yet. The creator may still be preparing or sending your video.
Delivered to a different email. Content is tied to the email used for delivery.
- Click your profile icon (top-right) to see which email you’re signed in with.
- You can update your email in Personal Settings.
- If you have another MediaZilla account (different email), sign into that one.
Email went to Spam/Junk. Check those folders for delivery or purchase emails.
Typo in the email. Ask the creator to confirm they used the correct address.

Because MediaZilla uses secure, private delivery, items sent to another email will only appear in that account’s Library.

If you purchased a video or add-on but don’t see it:

Check your inbox (and Spam/Junk) for a delivery email. Purchases are delivered via Email Delivery so the video/presentation is added to your Library under the email used at checkout.
Presales or not-yet-ready items. If the video or add-on was sold before it was finished, the item will still appear in your Library, but you may see a placeholder video or an empty presentation until the creator uploads and releases the final content. It will update automatically when ready.
Bought inside a presentation (add-on). The add-on will show inside that presentation in your account. If it isn’t ready yet, you’ll see a placeholder until the final version is released.

Sometimes viewers run into problems when trying to open a link:

Expired or inactive links: If the link no longer works, the content may have been deleted, set to private, or the creator’s account may no longer be active.
Copying the wrong link: If you copy the URL from your browser while signed into your account and share it with others, it will not work for them. That link only works for you. To share with friends or family, you must use the Share Link, accessible from the Share icon provided on the page where you watch your video or presentation. You’ll find it in the upper-right corner of the box just below the video or presentation (if the creator has allowed sharing).
Case sensitivity or incomplete links: Make sure the link is entered exactly as it was provided, without changes in capitalization or missing characters.

If you were provided a link but see an Access Denied message, it means the account you’re signed into does not have access.

Make sure you are signed into the same account the content was delivered to.
The email address of your signed-in account is shown in the Access Denied message.
You may need to contact the content creator and request they deliver the content to the correct email address.

Add MediaZilla’s domain to your safe senders list so you don’t miss delivery/purchase emails.
Don’t forward delivery emails—they only work for the original recipient.
Double-check you’re signed into the correct email/account.
Only share content using a Share Link provided by the creator (not a URL copied from your account).

Still stuck? Contact us via the support chat (bottom-left of the MediaZilla website) and we’ll help.