History won’t play video

Our mailbox was hit. Ring will play the video of car going down street before it was hit, and video of car after it was hit. But it won’t load the video it took of it being hit.
Last time our mailbox was hit, Ring didn’t bother to record it. However, it will record every car turning down the side street next to our house.
When I really need it - nothing.
Anyone know why the video won’t play?

Sorry to hear about this, @Parrothead! Are you seeing the event in your event history as a recording? If this is the case, but the recording is not playable, try logging in at Ring.com via web browser to view the recording from there. As you mentioned seeing the video before and after, this is a great sign that your device is connected and subscribed to a Protect Plan.

If your video is still not allowing playback, despite checking the above, I recommend reaching out to our support team for a further look. Please give our support team a call at one of the numbers available here. We’re taking additional steps to protect our team and help reduce the spread of COVID-19, so this has resulted in longer than normal wait times. If you are outside of the US, please read our response to COVID-19 here to see how to contact support.