---
title: "Help with videos"
description: "Help with videos"
url: https://support.rail-nation.com/en/articles/104-help-with-videos
collection: "Troubleshooting"
updated: 2026-10-25
language: en
alternates: [de, cs, pl, fr, ru]
---

# Help with videos

Help with videos

If you experience problems with in-game videos—such as inappropriate content, playback issues, or missing rewards — please contact **Customer Service**. Include as much detail as possible so we can quickly identify and resolve the issue.

### **What Counts as Inappropriate Content?**

The following types of advertisements are not allowed and should be reported:

-   Offensive, indecent, or unlawful content
    
-   Content that is reputationally damaging
    
-   Erotic, pornographic, or youth-inappropriate material
    
-   Subscription traps or misleading ads (e.g. address phishing)
    
-   Promotions for alcohol, tobacco, or drugs
    

If you see anything concerning, please report it to Customer Service right away.

### **What Information Should I Include in a Report?**

Providing detailed information helps us investigate and remove problematic videos faster. Please include:

-   Game world
    
-   Video ID (shown in the **top-left** corner of the ad window)
    
-   Brand or product being advertised
    
-   Advertiser’s URL (if visible)
    
-   Screenshot (if possible)
    

The **Video ID** is especially helpful for identifying the specific ad.

### **Troubleshooting Technical Issues**

If you're having trouble watching videos, try the following steps:

-   Clear your browser’s **cookies and cache**
    
-   Switch to a **different browser**
    
-   Check if an **ad blocker** or **antivirus** is interfering with video playback
    

If the problem continues, contact Customer Service and include:

-   A detailed description of the issue
    
-   Your operating system and browser (or app) and version
    
-   Whether you use any ad blockers or other third-party blockers