Find the customer

Check the status of the video

If the status is Delivered Prospect, or Delivered, then the customer video has been created, uploaded and sent.

Click on the View icon

You can now re-send the email to the customer.

Optionally, you can also edit the email in their booking (a good idea if we have the wrong email)

Also - you can click on the 'Open Gallery' link to see the customer page yourself. You can share this link with them directly.

If the video is not in a 'Delivered' status, then it isn't ready for delivery. Check the status to figure out why...

Status: Processing Paid, or Processing Preview
The video is processing. This should not take more than 10 minutes. If it is stuck in this status - contact Rob

Status: Processing Failed
Contact Rob

Status: Waiting for Upload
The TI/Videographer has imported the video to the edit system, but has not approved it yet.
Check with TI/Videographer.

Status: Uploading
Video is uploading.
If it is stuck here for an unreasonable time (based on your internet speed!) then contact Rob

Status: Pending
This means that no video has been linked to the booking in the edit system.
Frequently, the reason for this is that the TI has linked the video to the wrong booking.
Commonly - this might be the right person, but from the wrong date.
Search the booking system for the correct Email address - ensuring that you are searching for All dates

If you find the video on a different booking, then you can tweak that booking as necessary and resend.

If not - then check with TI/Videographer