Troubleshooting video download issues
This guide fixes the most common video download issues. For basic download steps, see How do I download my video testimonials?
This is applicable to any Senja plans: Free, Starter, and Pro.
Chrome only downloads the first video
Chrome blocks multiple downloads by default. Allow them for Senja:
Open Chrome Settings (three-dot menu on the top right → Settings)
Go to Privacy and security → Site settings
Click Automatic downloads (usually hidden under Permissions → Additional permissions)
Set the toggle on for Sites can ask to automatically download multiple files or add app.senja.io to the Allowed to automatically download multiple files
Restart Chrome and try again
Getting CSV files instead of MP4 videos
There are multiple scenarios on video download:
Single question and the response is video: MP4 download from Proof page
Multiple questions and all responses are video: MP4 download from Proof page
Multiple questions and the primary response is video: MP4 download from Proof page
Multiple questions, but the video is in non-primary question: only possible with CSV export
Follow the article How do I download my video testimonials? to see how it works in details.
If only some videos download, enable multiple downloads in Chrome (see above) and check your internet connection.
Downloads not starting
Check your browser allows downloads and has enough storage space
Clear browser cache and cookies (Chrome Settings → Privacy and security → Delete browsing data)
Disable ad blockers or try incognito mode
Downloads fail or get corrupted
Check your internet connection is stable
Try a different browser (Firefox, Safari, Edge)
Download one video at a time instead of bulk downloading
Download button missing
Refresh the page
Confirm it's a video testimonial (not text)
Check your account has download permissions
The video is not in HD quality
HD quality video is available for Senja Starter and Pro plan
If you are on Free plan, the download quality is defaulted to SD
Upgrade to Senja paid plan to get the HD quality video
Alternative methods
If standard downloads don't work:
Use the Senja Chrome Extension — learn more
Contact Senja Support for direct video URLs
Right-click the video → Save video as in browser developer tools
Set up Chrome's multiple download settings before you need them, and download regularly rather than in large batches.
Still stuck? Contact Senja Support with your browser type, error messages, and which videos won't download.