Error playing video file, unsupported format...

[unknown] Yeah, all other video trailers on the app as well as the free video section are working perfectly. It's only this one video that I purchased that doesn't work, streamed or even played as a local file...

[unknown] Hi again, I initially tried 1080p since that's the max resolution of my device I'm using, but now I've also downloaded higher-res options, but still - none seem to work unfortunately. Whilst I do think it would be useful to wait for the updated app to come out and see if purchased videos work, if the video just doesn't work on my device, maybe a refund would be a better idea at the moment. What would the proceedings be for this?

By the way, thanks for the help and advice you've offered - although the problem isn't fixed yet, this is much more reliable customer service and support than I was expecting.

[unknown] Hi again, sorry for the long wait for reply.

I've updated the app and tried the video, but it still gives the same error message about unsupported format. I also retried downloading the video on my PC and then putting it on my phone's internal storage, and tried playing this local file on my phone with the SLR app's local video player, as well as DeoVR and a couple of other free VR video players on the Play Store. All failed unfortunately, and I see know way how I can actually get this video working. Yesterday I even tried purchasing another video to see whether it work (e.g. suspecting there may have been a problem with the first one) - but this gives the same error message as the original video I purchased...

In regards to Google VR Services - yes, I have that installed and updated to the most up-to-date version, as well as the Google Cardboard app and Google Cardboard Engine. All the free videos on the SLR app have always worked, but streaming or downloading any paid video and attempting to play locally just doesn't work - returning the same error message over and over.

I'm sorry I haven't found a way to resolve the issue, and I can provide evidence that these (now 2) paid videos don't work at all on my device if this is required. But at the moment, until in the future this issue may be able to be fixed, if you would be able to refund the original video and the other video I bought to test yesterday, this would be very helpful. Many thanks.

[unknown]
Hi again,

I've selected the Viewport tab on the SLR app and also on the DeoVR app when using the web browse function and navigating to sexlikereal.com - yes, the free trailer videos work as they usually do on the app, but when selecting my two paid videos, they return the error message and do not play...

[unknown] Hi again, just checking to confirm you received my update on the situation - even with new app, the two videos I've purchased do not work at all - despite all free videos and viewport videos working fine. It seems a refund would be the only way forward unfortunately: is there any way to proceed with this?

[unknown] Hi - I'm just wondering what you mean about adding lower resolution videos? Are you implying that lower resolution videos will work? Thanks again.

[unknown] It just seems that at the moment, I've made two purchases that have only resulted in errors - and I really do think, as much as I'd like this issue to repair itself so I can actually even watch these videos, a refund would be more appropriate if possible. I understand that at some point in the future, the videos may start working - but waiting until this point in the future having paid for two videos, that have not worked once since I bought them, is not really the option I'd choose. I'm sorry to have to ask this, but is it possible for me to get refunds for these two videos instead of waiting for my videos to possibly start working at some point in the future? Thank you and sorry for the trouble.