# How do you submit an Adalo support ticket when a video is too large?

Keep support-form attachments under the reported size cap, or host a larger recording and place a tested share link in the ticket details.

- Canonical URL: https://adalocado.com/answers/submit-support-ticket-large-video
- Verification: Community workaround
- Topic: Publishing and Performance
- Skill level: Beginner
- Last reviewed: 2026-08-14
- Index status: improve-first

## Short answer

Keep each support-ticket attachment under the 4 MB limit reported in the solved forum thread. If a screen recording is larger, upload it to a video or file host, verify that the share link opens without your account, and paste that URL into the ticket’s Additional Details field instead of attaching the file.

When the support form reports a reCAPTCHA failure while a large recording is attached, isolate the attachment before troubleshooting the browser. Keep a small file under the reported cap or send a tested, view-only recording link, and state the reproduction steps directly in the ticket.

## Intended outcome

A support request includes viewable diagnostic video without the oversized attachment that caused the form submission to fail.

## Requirements

- The text and reproduction steps for the support request
- The attachment’s file size
- A share-link host if the recording is larger than the reported limit

## Step by step

1. **Check every attachment**

   Inspect the file size before submitting. In the solved May 2026 thread, an attachment above 4 MB caused the form to report a reCAPTCHA submission error.

2. **Choose compression or a link**

   Compress or trim a file that can stay under the reported cap; otherwise upload the recording to a reputable video or file-sharing service.

3. **Set view-only access**

   Configure the hosted recording so Adalo support can view it without edit permission or access to unrelated files.

4. **Test the shared URL**

   Open the link in a private or signed-out browser window and confirm the recording plays without requesting your personal account.

5. **Submit one complete ticket**

   Paste the tested URL into Additional Details, leave the oversized attachment out, include concise reproduction steps, and submit the request once.

## Why it works

- The source thread attributes the generic reCAPTCHA error to the attachment-size check, so removing the oversized upload avoids the failing path while preserving the evidence as a link.
- Testing the link outside your signed-in session prevents a successful form submission from delivering a recording that support cannot open.

## Common failures

### The form still fails without the large attachment

Treat it as a different issue: try a private window with extensions disabled and a different network, then use the support contact path shown by Adalo rather than repeatedly submitting duplicates.

### Support cannot open the recording

Change the host permission to view-only for anyone with the link, retest it while signed out, and avoid exposing unrelated folders or account data.

## Testing checklist

- [ ] Remove an attachment over 4 MB and confirm the otherwise identical support form no longer fails on that file-size path.
- [ ] Open the hosted recording in a private browser window and confirm a support agent can view it without signing into your account.
- [ ] No attached file exceeds the reported cap
- [ ] The recording contains only relevant diagnostic information
- [ ] The share link works while signed out
- [ ] The ticket includes reproduction steps and environment details
- [ ] Only one complete request is submitted

## Limitations

- The 4 MB cap is reported by an accepted May 2026 forum answer and confirmed by the topic author, but Adalocado found no current official documentation for that exact limit and it may change.
- A hosted link can expose sensitive app or user information; redact recordings, grant only view access, and use a retention period appropriate for support evidence.

## Community evidence

### [Problems sending tickets](https://forum.adalo.com/t/problems-sending-tickets/66529/4)

The accepted reply says an attachment above 4 MB caused the submission error and recommends linking a hosted recording; the topic author confirmed that diagnosis. Boundary: The exact attachment cap is community-reported and may change because no current official limit was located.

## Sources

- [Adalo forum accepted solution](https://forum.adalo.com/t/problems-sending-tickets/66529/4)

Markdown version: https://adalocado.com/answers/submit-support-ticket-large-video.md