Resources / Frequently Asked Questions

Accounts & Billing

How do I create an account?

Easy, all Zidivo accounts start the same way, as a free trial. Simply go to https://my.zidivo.com/ to create an account. Click here to learn more.

What is included in the free trial?

Everything you need to fully test every feature of the platform. The trial lasts for 30 days and includes 1GB of media storage as well as 5GB of streaming bandwidth. All features are available to use and you have full access to our streaming experts, which we encourage you to take advantage of.

Do I need a credit card to start the trial?

No. All you need is an email address to create your account and begin your 30 day free trial. To make things even easier you can sign up with one click using your Google, LinkedIn or Windows account.

What happens at the end of my trial?

After 30 days your trial will end. Hopefully, during your trial period we've had a chance to talk to you about your streaming requirements. If not, and you haven't upgraded to one of our paid plans your account will be closed and your uploaded files deleted. You are always welcome to return and trial the platform again.

How do I upgrade/downgrade my account?

This is easily done from within your account. Simply go to your account settings and change your subscription level. This can be done at any time during the month. If you are upgrading this will take effect immediately and you will be charged pro-rata for the remainder of the month as well as the following month. If you are downgrading this will take effect at the end of the month and you will not be charged.

How is my account usage calculated? What is Storage, Bandwidth & Overage?

Each plan comes with a set amount of Storage, Bandwidth and a set cost for Overage.

Storage, measured in GB, is the amount of media files you have stored in your account.

Bandwidth is the amount of streaming you have done, also measured in GB, and is dependent on the quality of your stream, the amount of viewers you have and the duration of your stream. You can use the calculator on our pricing page to estimate your usage.

If you go over what is included in your plan, you will be charged Overage at the end of the month at the rate indicated on your plan. You can check your current usage at any point in your account dashboard.

When will I be billed for my account usage?

When you first upgrade from a free account you will be billed for the remainder of that month pro-rata (giving you a full months usage at a reduced cost) as well as for the following full month. Subscription renewal invoices will be raised in the middle of the month, due at the end of the month before the next billing cycle. Overage invoices are raised at the beginning of the month for the amount incurred in the previous month.

I have specific billing or invoicing requirements, can you help?

Yes. If you have a query regarding our billing process or an invoice needs to be amended, simply get in touch and we'll be able to help.

Video Hosting & On-Demand

Can I upload videos in HD?

Yes. You can upload your video files in the highest HD quality, there is no limits.

Are there any upload restrictions?

No. We don't place any restrictions on the quality, size, duration or number of videos you can upload to your account.

Do you transcode my video files?

Yes. All uploaded video files will be transcoded to the most widely supported MP4 file format to make them viewable on the widest range of devices.

Do you compress my video files on upload?

Yes. Uploaded video files are compressed by up to 80% on upload for the fastest delivery without loss of quality. This also prevents you from using more storage than is necessary. You can, if you wish, optimise your video files before adding them to your account to reduce the time it will take to upload them to your account, large files may take some time to upload depending on your internet connection.

Can I organise my videos into Playlists?

Yes. This is a main feature of the Zidivo platform. You can create as many Playlists as you like and add them to your website.
Learn more about Playlists.

What happens if I run out of storage?

If you go over your storage allowance you will go into overage. This is billed at the end of each month at the rate (per GB) indicated in your subscription plan.

Do you have a HTML5 Player?

Yes, several. Your account gives you access to a selection of the latest HTML5 players, each with different styles and features. The look and size of our players can all be customised to suit your requirements. Learn more about our HTML5 Video Players.

How do I get my video onto my website?

First, you need to upload your video file or create a playlist. Then you need to use your asset in a campaign, this will give you the embed code required to add your video to your website.

I don't have a website, can I still showcase my video?

Yes. Our webpages features give you everything you need to showcase your video campaign.

Live Streaming

What is an encoder? Do I need one?

An encoder is, in most cases, required to stream video live from your location. There are varying levels of hardware (a physical box) and software encoders that offer different production features at different price points. If you're new to live streaming, we recommend OBS Studio, a free open source encoder as a starting point. If you require more advanced production features there is a wide range of paid for encoders on the market. It is also possible to stream directly from a webcam/IP camera without the need for an encoder.

How do I use an encoder?

While each encoder has slightly different settings and options, they all connect to your Zidivo account in basically the same way. The two pieces of information needed to link the two are the RTMP Stream URL and the Stream Key, you generate these within your Zidivo account during the live channel setup and copy them across to your encoder settings. Learn more about Live Channel Setup. Once you're encoder is successfully connected to your account, you should refer to the specific documentation of your encoder for more information.

What type of camera do I need?

This depends on your production requirements. Whether you use a single roaming cameraman, a webcam or multi camera studio these are all fed into your encoder and sent to us the same way - we only broadcast out the images sent to us.

What quality should I stream in?

This is dependent on the nature of the content. Fast-moving images like sports or entertainment where it's largely about the visuals should be streamed in the highest quality that your internet connection can support. For more static content where it's more about the verbal you can reduce the quality of the video and prioritise the audio quality. You should always fully test your setup prior to the main event, a big part of this is testing your internet connection, particularly the upload speed. For more specific advice, speak to one of our streaming experts via chat.

Are there any limitations or restrictions?

No. You can have as many live channels as you like, with as many simultaneous viewers as you can imagine. There are no restrictions on the quality in which you can stream (save for your local internet connection) or the duration for which you can broadcast (we have some customers streaming 24/7/365.

What happens if I reach my bandwidth limit, will you turn me off?

No, never. Once you have used your monthly allowance your stream will continue to work and you will move into overage. This is billed at the end of the month at the rate (per GB) indicated in your subscription plan. We keep our overage costs low and are there to enable you to continue streaming, rather than penalise. Our packages are designed to be flexible and you can upgrade/downgrade at any point during the month. In some cases, if you are expecting a high number of viewers it may be more economical to upgrade prior to going into overage.

How do I add my live stream to my website?

Easily, during your Live Channel Setup you will be given an embed code that can be added to your website, either directly to the HTML or using a code block (or similar) when using a website builder.

Can you help me test and get ready for my event?

Absolutely, all part of the service and one of the things that makes us different to the competition. We will work with you personally to make sure your live channel is fully setup and tested prior to the main event, regardless of how much you spend with us. Just get in touch.

30 day free trial

Our 30 day free trial includes access to all features as well as 5GB to get you started. No obligation and no cards required. Just reach out if you want to discuss any aspect of your streaming project.
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