Issues With Purchase

Playback Is Not Smooth

It is possible that you are experiencing issues with Pinnacle, Windows Movie Maker, or other comparable consumer editing programs, because they are unable to handle broadcast quality HD files.

When you play the broadcast quality HD Files in your system and they are stuttering or are not playing smoothly, we suggest converting the file to something your system can handle. You can also edit the file as-is and export, even if your system is not able to play the file smoothly it should still be able to export your project into a playable file. This is dependent on how difficult the file is to work with in your timeline.

We also suggest conducting an internet search for which format and size your program can ingest and use a program like Mpeg Streamclip to convert your file.

Download Still Has Pond5 Watermark

After purchasing a file, make sure you download a full-resolution file from the Downloads page.

If you are still receiving a file with a Pond5 Watermark, you have downloaded the low-resolution preview of the file. Delete the preview and download your purchase from the Downloads page. See Downloading Purchases

Opened Download And It Is Blank

If you open your download and you can only see a plain white screen, your file was uploaded in HDV, Mpeg2 Codec, or another format which is not supported on all systems. If you run into this issue, we'd be happy to provide you with a free conversion. Please contact us for a free conversion to a more universal form. For more information see Conversion Services

Received An EPS File When A High-Res Image Was Purchased

The highest resolution version of the file happens to be an EPS vector file.

A vector is a scalable image format meant for use in high-end photo editing software.

If you do not have a professional photo editing program to manipulate a vector, you may not be able to use it. Please contact us to request a refund so you can purchase a version of the file that you can work with.

Getting A Tiny Image File When Downloading

This is a quirk with certain browsers and can be easily fixed.

  • Go back to the Downloads page.
  • Click Download and right-click (control+click on a mac) on the Download link.
  • A context menu should appear.
  • Click Save Target or Save File
    • DO NOT click Save Image As (it varies across browsers) from the context menu.  Save Image only saves a gif of the download button.
  • Your download will start.


Still need help? Contact us!


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