Guides / When a finished file will not download
When a finished file will not download
What to check when a Grab Media task has no file, the download fails, or the job never leaves the queue.
Updated 2026-10-11
Read the task status first
A missing download usually means the job never finished, or the file has already been removed. Look at the status on the task. Awaiting payment means the worker has not started because checkout is still open. Pending or queued means it is waiting its turn. Processing means a worker has the job. Failed means the worker stopped without a usable result. Completed is the only status that should offer a file.
Refresh the home page task list if the tab has been in the background. The list updates on its own while the tab is visible, about every 10 seconds.
Files are not kept forever
Completed jobs have their uploaded files and output files removed after a short retention window. The server default is three days from when the job was created. After that cleanup, the task can still be listed while the file link no longer opens. Download the result when it first completes if you need to keep it.
If you still have the original prompt and uploads on your own device, submit a new job. Grab Media does not restore a file after the cleanup job has deleted it.
Checks before you submit again
Confirm the upload matches the tool. Face-change target videos must stay under 30 MB and 60 seconds. Image uploads used for OCR, reference photos, and face photos need to stay within the image size limit shown on the form. Voice change needs either speech text or a speech audio file, and a recorded reference clip must be longer than 9 seconds.
If the form accepted the files and the task still failed, use Contact or Support and include the task id from the list. Say which tool you used and what the status line showed. Do not send passwords or payment card numbers.
Related: How it works, FAQ, Blog, Contact.
