If you can’t access a recording, it’s usually because it has been deleted or has expired. Here’s what that means and what you can do.
1. What happens when a recording is deleted?
When a recording is deleted, it is permanently removed and cannot be accessed again.
If you’re not logged in:
You’ll see a message saying the recording has been deleted, along with options to sign up or log in.If you’re logged in:
You’ll see a deleted message and a “Go to Home” button that takes you back to your dashboard. Your session stays active.
2. What does it mean when a recording expires?
An expired recording means the access time has run out.
You won’t be able to watch it anymore
The owner can still extend access if needed
3. What is a recording timer?
A recording timer controls how long a recording stays available.
Once the timer runs out, the recording becomes expired
Access can only be restored by the owner
4. Who can control recording expiration settings?
It depends on your plan:
Pro: Can customize expiration settings via Access and Sharing Setting
Free: Cannot change settings (fixed at 2 weeks)
5. What happens before a recording expires?
While the recording is still active:
You’ll see an “Expires in X days” label
All content (video, transcript, summary) is fully accessible
6. What happens after a recording expires?
Once expired:
The recording player is replaced with a “Recording expired” message
Access to content is removed
Available actions depend on your role
Guests/Members: Can request more time
Free Admins: Can only upgrade to ProAdmin/Pro users: Can watch, extend, or edit the recording
7. Can I request access to an expired recording?
Yes, if you’re a viewer, guest, or member:
Click "Request more time"
A pop-up appears titled "Request more time"
Default extension is 4 days - you can change this from the dropdown
Click "Send request"
A success confirmation will appear
The recording stays expired until the owner approves your request
The recording will stay expired until the owner approves it.
8. What can Free Admins do with expired recordings?
They can view the expired state
They cannot play or modify the recording
They’ll see an “Upgrade to Pro” option to unlock full access
9. What can Pro Admins do with expired recordings?
Pro admins have full control. They can:
Watch the recording
Add more time to restore access
Change or remove expiration settings
View and manage extension requests
10. What happens if the timer is turned off?
If the timer is turned off:
The recording will not expire
It will stay accessible indefinitely
11. What’s the difference between deleted and expired recordings?
Deleted recordings: Permanently removed and cannot be recovered
Expired recordings: Temporarily unavailable and can be restored by the owner
Good to know
Only Pro users can modify expiration settings or turn the timer off
Pro owners can still access expired recordings and restore access for others
Requesting more time does not grant instant access, approval is required from the owner
Still stuck?
If you’re unsure why a recording isn’t accessible, reach out to support with the recording link and details on [email protected], we’ll help you figure it out quickly.