Recording did not save at the end of Webinar

Today we hosted a webinar where my account would record the event. We ran practice sessions before the event in which I was given recording privileges. Then, once the real webinar started, I began the recording 10 minutes before the practice session ended. Once the whole event was over, I got a notification saying that the recording failed since there was a previous one going on (a 6 second recording from one of the practices). I was then told to go into "meetings" or "recording," I forgot, but the webinar never told me this once the recording started. 

This is extremely problematic as we promised the video would be recorded and Zoom never said to finalize the 6 second video processing in the background. What can I do? I need the recording please.