My video won’t play back

The video may have been added directly from the camera roll or photo gallery on another device without being uploaded to Canva.

The original video file may only be available on the device where it was first saved or uploaded.

To upload a file from the homepage on your computer, see Upload media from your device.

Sometimes Canva can show a “Contact the owner” message even when you’re the owner of the design. This usually means Canva can’t access the video item inside the design (the video file or generated video), which may be linked to a different account/session, a teammate’s upload, or another source.This can happen with:

• Videos added from another device/account (even if you opened the design later and became the design owner).
• Team designs, where the design is yours but the video was originally added by another team member.
• AI-generated video, where the video may still be tied to the account/session that generated it, even if you’re the design owner.

What to do

• Check you’re logged into the correct Canva account (and the right team, if this is a team design).
• If the design was made with others, ask the person who added or generated the video to open the design and follow the steps above (re-open on the original device, or re-upload/replace the video).
• If you have the original video file, upload it again and replace the video in the design.
• If you’re still blocked, contact Canva Support and include the design link + a screenshot of the “Contact the owner” message (mention if the video was AI-generated).

If you're unable to play, edit, or download your videos, it might be because you deleted the video from your device. To resolve this, simply go back to your camera roll or photo gallery and restore the deleted video.

If the video in your design isn’t playing or you’re unable to download it, please refer to this article: I can’t download my design or video

If your video plays but has a low resolution while editing, it may be due to:

• your internet connection, or
• the uploaded video's resolution is higher than what we support

If your video is playing at a low resolution due to your internet connection, here’s how you can adjust the playback quality.

1. From the editor, go to File.
2. Select
   Settings.
3. Click on Video playback quality. From here, you can choose between Low, Medium, High, or Auto.