Frequently asked questions

Plans are shaped by two things: how much video you store, and how much you deliver each month. Read the current bands and inclusions from the live catalogue on the pricing page, then estimate delivery with your own audience figures.

Estimate your monthly delivery first with the bandwidth calculator, then read that estimate against the bands on the pricing page. Storage is usually the easier of the two to predict; delivery is the one that moves.

Yes. Upgrading and cancelling are both self-service, and the exact steps are documented in the help centre under Account. What each change means for your current billing period is shown at the point you make it.

Both are in your account, and the help centre has the procedure for downloading invoices, checking payment history and updating card details.

Tell us what you are storing and delivering and we will look at it. Volume, regional and unusual-shape requirements are a conversation rather than a form to guess at.

The bytes actually delivered to viewers. One viewer watching thirty minutes of a 5,000 kbps rendition consumes roughly 1.1 GB; a thousand of them consume roughly a terabyte. The calculator does this arithmetic for your own figures.

It can. Viewers on constrained connections receive lower renditions, so delivery can land below an estimate built from your peak rendition, or equal to it if everyone watches at the top of the ladder. Seeking, replays, protocol overhead and player behaviour all move the real figure too, in both directions — an estimate is a planning tool, not a ceiling.

Your source media plus the renditions produced from it. A single upload becomes several files, which is why stored bytes are usually larger than the file you started with.

How overage is handled is a plan term, so it comes from the pricing page and the fair-use page rather than from here. If you are planning a launch or a campaign, ask us in writing before it happens rather than after.

From the dashboard, or over the API from your own code — by file, or from a URL your server can reach. The help centre covers the dashboard route step by step; the developer reference covers the API.

Uploaded media is transcoded into an adaptive ladder before it can stream. Until that finishes the video reports a processing status. Poll it, or subscribe to a webhook so you are told rather than having to ask.

Embed the player on your page. The help centre has recipes for common cases including WordPress, and the player can be configured per project so every embed inherits the same rules.

Yes — using your own domain for videos and channels is documented in the help centre. It is a configuration step, not a plan-independent guarantee, so check the procedure for what your setup requires.

Channels hold an ordered, embeddable collection; projects hold the settings that everything inside them inherits. Create the project first — it decides how the rest behaves.

Restrict playback to the origins you control, and use signed links that expire or limit views. That combination stops a URL being useful anywhere except the pages you put it on, which is the failure mode that actually happens.

Encrypted delivery and DRM are both available, they are configured per project, and they are mutually exclusive on one project. Which is available to you is an entitlement question, so check your plan on the pricing page or ask us before you design around either.

An authorised viewer can still record what reaches their screen. Use viewer-identifying watermarking for attribution and deterrence, together with encryption, origin rules and expiring access for the delivery path.

Encrypted HLS stops the casual cases — right-click saving, download-manager extensions pointed at a stream — and origin restrictions, once you have listed domains and left the account-level encryption-key exemption off, cover an embed lifted onto someone else’s page. A determined viewer capturing their own screen is a different problem, answered above.

Create a stream, point an encoder such as OBS at the RTMP ingest you are given, and embed the player. The help centre has the OBS walkthrough end to end.

HLS segment encryption is available for eligible live streams and plans; availability depends on the stream configuration, so confirm it before a sensitive event. Encryption is a delivery protection rather than access control, so if an event must be restricted, gate the page it plays on as well and confirm what your stream is configured for before you sell tickets to it.

Recordings can be fetched after a stream, but retention, scheduling and access behaviour depend on your plan and setup. Confirm those in writing before an event you cannot repeat.

Use average concurrent viewers over the event, not peak concurrency multiplied by the event length — that overstates it, often badly. Multiply bitrate by duration by average concurrency.

Yes. Automatic transcription produces an editable draft, and translation can be run from it. Both are metered features, so how much is available to you is a plan question for the pricing page.

Treat them as a first draft that needs review, particularly for names, jargon and anything where a wrong word changes the meaning. Have a human check the full track and have your accessibility owner approve the published experience.

Yes. If you already have caption files, bring them; the help centre documents adding and managing captions on a video.

The current public version is v2, authenticated with an API key sent as a bearer token. The API reference is authoritative for the exact resources, parameters and response shapes — build from the reference rather than from a summary, including this one.

From your account settings. Keep it server-side, never ship it in browser code, and rotate it if it is ever exposed. For browser-side playback authorisation, use a signed token generated on your server rather than an API key.

The player exposes events and methods so your interface can react to playback — marking a lesson complete, gating a next button, recording progress against your own user record. The player documentation carries the current names.

Aggregate engagement includes plays, watch time and completion. On Plus and larger plans, supply your own user ID or email address in the embed to add per-user viewing reports; keep the owning business record in your own system.

Yes — adding users to an account is documented in the help centre. How many are included depends on your plan, so check the current catalogue on the pricing page.

Cancelling is self-service and documented in the help centre. If you cancel because something did not work, tell us what it was — we would rather know than guess.

Yes, there is a free trial. Its current terms are shown when you start it rather than being restated here.

Send it to us through the contact form with enough detail to answer properly: what you are trying to do, what happened instead, and roughly how big the library is. A message that says "video not working" takes three rounds to answer.