If you did not receive the download link for your draw video, the issue usually comes from email delivery settings, browser restrictions, plan limitations, or delays in video generation. Osortoo sends the link as soon as the video is ready, but several conditions can prevent it from reaching your inbox.
The points below explain every possible cause and how to fix them.
1. You are using the Free plan
Video downloads are available only on paid plans.
If your plan is free, you will not receive a video link.
How to fix
Upgrade to a paid plan and run your draw again.
2. The video is still being generated
Large giveaways or slow servers can delay the video processing.
The email is sent only when the file is fully generated.
What to do
Wait a few minutes and refresh your giveaway page.
The video usually appears once processing is complete.
3. The email went to the spam or promotions folder
Some email providers filter automated links.
How to fix
Check:
- Spam
- Junk
- Promotions
- Updates
- “Other” tabs (for Outlook users)
Search for “Osortoo” to locate the message.
4. The email address in your account is incorrect
If your account email is wrong or outdated, the email cannot reach you.
How to fix
- Go to My Profile
- Open My Account
- Verify your account email
- Update it if needed
- Re-run the draw to trigger a new video link
5. Your inbox is full or blocking attachments
Some providers block automated messages when storage is full.
How to fix
Free some space in your inbox and re-run the draw.
6. Your email provider blocked the link
Corporate or strict email services can block automated messages.
How to fix
Try:
- adding [email protected] to your contacts
- checking email filters
- requesting the link again on another email address
You can also re-run the draw to generate a fresh link.
7. Browser, pop-up, or extension issues
If your browser blocks downloads or scripts, the email may not trigger correctly.
How to fix
Disable:
- Ad blockers
- Privacy extensions
- VPN
- Script blockers
Then re-run the draw and check your inbox again.
8. You closed the page before the video was generated
If you close the tab before the animation finishes, the email may never be sent.
How to fix
Re-run the draw and keep the page open until the animation completes.
9. The video cannot be generated due to corrupted data
In rare cases, the video cannot be produced because of platform data issues or corrupted imports.
How to fix
Re-import your comments and run the draw again.