We may determine that an item can’t be digitized at two different points in the process:

• Before digitization starts (no charge) 
  When we receive your original items, we review each item and flag anything we already know we can’t digitize (like a commercially-produced VHS tape of the movie Cinderella). When we get media like that, we list it as a $0 charge in your quote.
   
• After digitization has been paid for (charges apply)
  Sometimes an item looks compatible at first, but we only discover a problem during digitization — for example, if it’s blank, unreadable, or contains copyrighted material that isn’t obvious (like a home recording of Cinderella from TV). Because the work has already been performed, you will be charged for it, even though we can’t produce digital files. They’ll appear in your gallery as an album, either with a short placeholder clip (about 10 seconds) or as an empty album to indicate the item was processed, but no usable content was produced.

Media that can’t be digitized falls into three categories: copyrighted, blank, or damaged.

 

Copyrighted content

Some tapes contain movies, TV programs, or other commercially produced recordings.

Because of copyright and usage restrictions, we can’t return digitized copies of this material, even if it was recorded onto a personal tape.

Here are some examples:

• Recorded television shows
• Commercial movies
• Store-bought VHS tapes or DVDs of movies or TV shows
• Concert or broadcast recordings

When we can’t digitize something, you’ll still see an album created, but the file will contain only a 10-second preview or no clips at all.
 

Blank recordings

Occasionally, a tape or disc contains no playable footage.

This can happen when:

• The recording was never started
• The tape was recorded over
• The camera stopped before capturing video
• The recording failed during filming

We process the media normally, but no video or audio is detected. When we can’t digitize something, you’ll still see an album created, but the file will contain only a 10-second preview or no clips at all.

 

Damaged media

Older media can degrade over time. Sometimes, even when a media item is in a format we can process, hidden damage may prevent us from creating a usable digital file. 

Here are some common causes:

• Tape deterioration or breakage
• Mold, moisture, or foreign substances inside a cassette
• Warped, cracked, or heat-damaged discs
• Severely worn magnetic tape

In these cases, the item is still processed, but no playable content can be produced. And if we find that continuing processing would risk damage to the original item, we stop processing to protect your media.

 

What you’ll see in your account

When we can’t digitize something after the quote stage, we still create an album. But if no playable media could be recovered, the album will be empty. In some cases with copyrighted or blank files, you may see a 10-second clip of the file.  

You can delete an album that could not be digitized at any time.
 

Can I try again?

If you have another copy, a different tape or disc of the same event, that version may still work. But usually, trying again with the same piece of media will not change the result, because the problem is related to the original media.