Skip to main content

Why is my campaign not being sent with video attachments?

Is your campaign with video failing to send in Atom? Discover why video codecs (H.264) and audio codecs (AAC) are the key to success. Learn how to easily check and convert your MP4 files to ensure your messages are delivered. 🚀

📹 Why does my video campaign fail to send?

If when trying to send a bulk campaign in Atom with an attached video you receive the error: "The file could not be sent because the size is too large or it is corrupted", it is very likely that the problem is not the weight, but the file codecs.

For Atom and WhatsApp to process multimedia sends optimally, videos must meet strict technical requirements.

🛠️ Troubleshooting: Step by step to identify the problem

Before you get frustrated, verify these three key points in your file:

  1. File weight: Make sure the video does not exceed 15 MB.

  2. (We recommend files of a maximum of 10 MB to guarantee greater stability and download speed for your customer).

  3. Format: Atom only accepts videos with the .mp4 extension.

  4. Codecs (The hidden factor): This is the most common reason for failure. Even if it is MP4, the file must have exactly this internal encoding:

    • Video codec: H.264

    • Audio codec: AAC (Advanced Audio Codec)

✅ Practical Solutions

If you discover that your video uses a different codec (such as high efficiency format HEVC/H.265 or VP9), you need to convert it.

  • Format/codec conversion: Convert it to H.264/AAC using conversion tools. Some of the most popular are:

    • HandBrake (Free software for Windows/Mac/Linux. Highly recommended for maintaining quality).

    • Clideo Video Converter (Fast online tool).

    • Any Video Converter.

  • Size reduction: If your file is over 15 MB, you can compress it using the same HandBrake or web compression platforms like VEED.io.

💼 Real use case

A team tried to send a campaign with the file video_evento.mp4 (12.7 MB). They received the corrupted/too large file error. When reviewing the details, they noticed that the video used the HEVC (H.265) codec.

Using HandBrake, they converted the file to the H.264 codec, maintaining the .mp4 format and the same weight. After replacing the file on the platform, the campaign sent with 100% success.

📝 Additional notes of importance

  • Corrupted files: Sometimes, a file suffers invisible damage when exported from the editor (such as Premiere or CapCut). If it meets the size and codec requirements but still fails, try rendering (exporting) it again.

  • Clean naming: Make sure your file name does not contain special characters (ñ, accents, @) or unnecessary spaces. It is better to use promo_summer.mp4 instead of promo summer!!.mp4.

📞 When to contact technical support?

Open a ticket with our team if you experience the following:

  • The video strictly meets the format, size limits and codecs (H.264/AAC), but the system still throws the error.

  • The Atom panel marks the campaign as "sent", but your contacts do not receive the video attachment.

To speed up your case, please include:

  • The exact name of the campaign.

  • The original video file you are trying to attach.

  • Clear screenshots of the error message.

Don't let a technical detail stop your visual impact! 🚀

Video marketing on WhatsApp is incredibly effective, but it requires that we speak the correct technical language (H.264 and AAC). Always check the details of your files, rely on free tools like HandBrake to troubleshoot codec issues and keep your videos lightweight. Apply these adjustments and hit play on your conversions! ✅

Related Articles
Did this answer your question?