> ## Documentation Index
> Fetch the complete documentation index at: https://savemate.io/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Solutions for common issues with SaveMate.

## Stream not detected

**The SaveMate icon doesn't light up on a page with video.**

<Steps>
  <Step title="Check the stream format">
    SaveMate detects HLS (m3u8), MP4, and WebM streams. Some sites use proprietary DRM-protected streams that cannot be detected.
  </Step>

  <Step title="Refresh the page">
    Stream detection starts when the page loads. Try refreshing the page to trigger detection again.
  </Step>

  <Step title="Play the video">
    Some sites only load the video stream when you press play. Start playing the video and wait a few seconds for detection.
  </Step>

  <Step title="Check the extension is enabled">
    Right-click the SaveMate icon and select **Manage extension**. Make sure the extension is toggled **On**.
  </Step>
</Steps>

## Download fails or is incomplete

**The download starts but doesn't complete, or the downloaded file is corrupted.**

* **Check your internet connection** — Unstable connections can interrupt HLS segment downloads
* **Try a different quality** — Lower quality streams have smaller segments and are more reliable on slow connections
* **Retry the download** — SaveMate supports resuming interrupted HLS downloads
* **Clear browser cache** — Cached manifest data can sometimes cause issues. Clear your cache and refresh the page
* **Check disk space** — Make sure you have enough free storage for the video file

## Extension not appearing in toolbar

**You installed SaveMate but can't find it in your browser.**

The extension may be installed but not pinned to your toolbar:

1. Click the **puzzle piece icon** in the top-right of your browser toolbar
2. Find SaveMate in the extension list
3. Click the **pin icon** to keep it visible

See the [Pin to Toolbar guide](/docs/extension/pinning) for detailed instructions.

## Cloud sync issues

**Uploads to cloud storage fail or don't start.**

<AccordionGroup>
  <Accordion title="Google Drive / Dropbox">
    * **Re-authorize**: Your OAuth token may have expired. Go to Cloud Sync settings, disconnect the provider, and reconnect
    * **Check permissions**: Make sure you granted SaveMate the required permissions during OAuth authorization
    * **Storage quota**: Check that your cloud storage account has enough free space
  </Accordion>

  <Accordion title="AWS S3 / Cloudflare R2">
    * **Verify credentials**: Double-check your Access Key ID and Secret Access Key
    * **Bucket permissions**: Ensure your IAM user/policy has `s3:PutObject` and `s3:CreateMultipartUpload` permissions
    * **Region**: Confirm the correct region is configured for your S3 bucket
  </Accordion>
</AccordionGroup>

## Account issues

### Can't verify email

If you didn't receive the verification email:

1. Check your spam/junk folder
2. Go to [savemate.io/email/verify](https://savemate.io/email/verify) and click **Resend verification email**
3. If using a work email, check with your IT department about email filters

### Forgot password

1. Go to [savemate.io/forgot-password](https://savemate.io/forgot-password)
2. Enter your email address
3. Check your inbox for the reset link
4. Click the link and set a new password

### 2FA lockout

If you've lost access to your authenticator app:

1. Use one of your saved recovery codes to log in
2. Once logged in, disable and re-enable 2FA with a new device

If you've also lost your recovery codes, contact support for account recovery assistance.

## Download limit reached

**You see a message that you've reached your daily download limit.**

Free users can download unlimited videos at 720p and below, but HD downloads (1080p and above) are limited to 3 per day.

* **The limit resets at midnight** — Wait until the next day for your HD downloads to reset
* **The limit is tracked per device** — Using a different browser or device won't reset the limit if you're logged in, as it's tied to your account
* **Lower quality downloads are unlimited** — You can still download at 720p and below without any limit
* **Upgrade to Professional** — [Professional plans](/docs/billing/plans) include unlimited HD downloads with no daily cap

<Tip>If you frequently need HD downloads, consider the [lifetime access](/docs/billing/lifetime) option for a one-time payment with no recurring charges.</Tip>

## Cloud upload stuck

**An upload to cloud storage shows as "uploading" but doesn't progress.**

<AccordionGroup>
  <Accordion title="Check connection health">
    Go to [savemate.io/cloud-sync](https://savemate.io/cloud-sync) and check the status indicator on your provider card:

    * **Healthy** (green) — Connection is working. The issue may be network-related.
    * **Broken** (yellow) — Your OAuth token expired. Click **Reconnect** to re-authorize.
    * **Revoked** (red) — Access was removed from the provider side. Reconnect with new authorization.
  </Accordion>

  <Accordion title="Pause and resume">
    For multipart uploads (AWS S3, Cloudflare R2), try pausing the upload and resuming it. This creates a fresh connection while preserving already-uploaded parts.
  </Accordion>

  <Accordion title="Check your cloud storage quota">
    Make sure your cloud storage account has enough free space. Google Drive shares its 15GB quota with Gmail and Google Photos.
  </Accordion>

  <Accordion title="Retry failed uploads">
    If an upload failed, you can retry it from the upload history on the Cloud Sync page. Click the retry button next to the failed upload.
  </Accordion>
</AccordionGroup>

## Payment issues

**A subscription payment failed or you can't complete checkout.**

<AccordionGroup>
  <Accordion title="Payment method declined">
    1. Go to your [billing dashboard](https://savemate.io/billing)
    2. Update your payment method with a valid card
    3. Retry the payment

    Common reasons for decline: insufficient funds, expired card, bank fraud protection. Contact your bank if the card should be working.
  </Accordion>

  <Accordion title="Invoice payment failed">
    Failed invoices can be retried from your billing dashboard. SaveMate will also automatically retry failed payments after a short delay.
  </Accordion>

  <Accordion title="Subscription not activating after payment">
    Webhook processing can occasionally take a few minutes. If your Professional features don't activate within 5 minutes of payment, try:

    1. Refreshing the page
    2. Logging out and back in
    3. Contacting support if the issue persists
  </Accordion>
</AccordionGroup>

## Extension doesn't detect videos on SPA sites

**SaveMate doesn't detect videos when navigating between pages on single-page applications.**

SaveMate includes an SPA observer that detects navigation changes on React, Vue, and Angular sites. If detection isn't working:

1. **Play the video** — Some SPAs don't load streams until playback starts
2. **Wait a few seconds** — SPA navigation detection has a brief delay while the new content loads
3. **Try a full page refresh** — Press F5 or Ctrl+R to force a complete reload, which triggers fresh detection
4. **Check blocked sites** — Make sure the domain isn't in your [blocked sites list](/docs/extension/settings#website-controls)

## Report a bug

If you encounter an issue that isn't covered here, you can submit a bug report directly from the extension:

1. Click the SaveMate icon in your toolbar
2. Look for the feedback or report option in the popup footer
3. Describe the issue and submit

Our team reviews all submitted reports and will follow up if we need more information.

## Still need help?

<Card title="Contact us" icon="envelope" href="https://savemate.io/contact" horizontal>
  Reach out to our support team and we'll help you resolve any issues.
</Card>