This issue is usually caused by one of the following reasons:
Ensure a CRM is connected to your workspace: You can verify this in the 'Integration' tab under 'Settings'. If a CRM is connected, you will see a red 'Disconnect' button on the right side of the screen.
If the CRM is connected, click the gear icon next to the 'Disconnect' button. In the settings, make sure the 'Clip submission by end-user' option under 'Inbound' is activated.
If both of these points are confirmed and the issue persists, please submit a support ticket with the following details:
The media URL
The workspace URL or domain