First of all, please check that you have a stable internet connection, ideally via WiFi. If this doesn't resolve it, it could be that your browser/device is out of date or doesn't support the video format. Try using a different browser (e.g. Google Chrome, Firefox) or device.

If this still doesn't fix it, please send us an email to with the following details:

  • Which video are you trying to play?

  • What device (e.g. iPhone, Android phone, laptop) are you using?

  • What browser (e.g. Safari, Google Chrome, Internet Explorer) are you using?

We will then get in touch with you to try and help. 

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