App Cloud
- Overview and general topics
- Product Updates
- Glossary
- The App Cloud SDK
- Creating an app template
- Tutorials
- Content optimization
- Development tips and best practices
- Packaging a template
- Creating apps from a template
- Publishing an app
- Delivering ads
- Push Notifications
- Analytics
- Managing users and accounts
Player Debugger
Resources
Video Cloud Express FAQ
This FAQ is designed to answer the most common questions about Video Cloud Express.
General Questions
What is the Video Cloud Express edition?
The Video Cloud Express edition is designed to give smaller sites and starter projects access to many of the great capabilities that power online video for the world's most recognized brands. Video Cloud Express provides a fast and affordable solution today as well as the flexibility to grow as your needs change. Video Cloud Express is available in three packages that offer scaled sets of features, monthly bandwidth, and video title capacity. If you need even more features and horsepower you can seamlessly upgrade to our Professional or Enterprise editions.
Which plan is right for me?
The Video Cloud Express edition is available in three plans that offer increasing bundles of features, monthly bandwidth, and video title capacity. The best plan for you depends on the number of videos you will manage, how much these videos will be viewed by your audience, and which features you need. View the Editions chart to compare the usage and features available in all Video Cloud editions. For help on deciding which plan is best for you, contact our Online Video Specialist team and we'll be happy to assist you in selecting the plan that best meets your needs.
Can I start with Express and upgrade to Professional or Enterprise Editions?
Yes. You can start with the Express edition and upgrade to the Professional or Enterprise editions at any time. Your videos, players and analytics history will be available in your upgraded account and the players already published to the web will continue to work seamlessly.
How do I purchase Video Cloud Express?
If you have an Express trial account, you can convert it to a standard paid account at any time. To upgrade your plan, click the Upgrade button from within the Video Cloud Studio, or go directly to https://billing.brightcove.
What happens if I exceed the usage entitlements available in my plan?
Each Express Plan comes with a specified limit for the number of videos and a certain amount of bandwidth included with your monthly plan. If you exceed the entitlements included, you will be charged for the additional capacity you used at the additional capacity rates associated with your plan. Each Express Plan also comes with a set number of users; however, in order to receive an additional user license, you must upgrade to a higher plan.
Where can I go for technical support?
As a customer, you can receive free unlimited e-mail support from friendly video experts. In addition, you get 24/7 access to extensive self-help materials including a knowledge base, documentation library, video tutorials, and a thriving developer and community discussion forum full of educational content, developer blogs, articles, examples, and more. You can access our Support center or from the Help link in the Video Cloud Studio, or you can submit a support request.
I have feedback/suggestions for Video Cloud. Do you want to hear them?
Of course. Your feedback is essential to us. Please contact our support team with your feedback.
Billing Questions
When is my billing cycle?
The billing cycle for Video Cloud Express begins at 12:01 am PT on the first calendar day of the month and ends at 11:59 pm PT on the last calendar day of the month.
Which credit cards does Brightcove accept?
Brightcove accepts Visa, MasterCard, Discover, and American Express cards. Currently, credit card billing is only available with the Video Cloud Express edition.
How can I update my credit card?
You must be the Primary Account User to update your credit card or billing information. To update your credit card information online:
- Sign into the Video Cloud Studio and click Billing in the upper-right section of the screen under your user email address.
- In the Billing Information section, click Credit Card Information.
- Enter your credit card information, including the security code, and billing address in the spaces provided.
- Click Update at the bottom of the page.
I noticed my first month's charge is less than the charge for the monthly plan I selected. Why is this?
The Express plan billing cycle is based on the calendar month. For your first month of service, Brightcove will automatically prorate your initial charge based on the number of days that remain in the calendar month you sign up. This includes service for the day that you join.
What makes up my monthly charge?
Each month you will be charged in advance for the current monthly service of your Express Plan, plus any additional capacity charges you incurred during the previous calendar month.
What are additional capacity charges?
Each Express Plan option comes with an included number of videos you can manage at a time and an included amount of bandwidth usage. If you exceed the number of videos or bandwidth included in the plan you've selected, you will automatically be charged for the additional usage at the specified additional capacity rates associated with your Express Plan. If you plan to continue using additional capacity (videos or bandwidth), you can upgrade to a higher Express Plan.
How are the additional capacity charges for bandwidth calculated?
Each Express Plan comes with an included amount of bandwidth usage per month in the form of gigabytes (GB). If your GB usage for a given month exceeds the included amount of GBs in your plan, you will be charged for the additional GBs used. For example, if your plan provides 100 GBs per month and you used 112 GBs one month, you will be charged for an additional 12 GBs of bandwidth usage at the additional capacity rate associated with your plan for that month. Your credit card will automatically be charged for the additional capacity used after the calendar month in which you used additional capacity has ended.
How are the additional capacity charges for videos calculated?
Each Express Plan comes with an included number of videos you can manage in your account. You can find the number of videos in your account by going to the Media Module and clicking on All Videos. If you exceed the number of videos included in your plan during a given month, you will be charged for the additional videos in increments of 10. For example, if your plan provides 200 videos and you have 203 videos in your account, you will be charged for an additional 10 videos (as the additional capacity rate is in increments of 10 videos). You can have up to 210 videos for the same additional capacity fee. To calculate the additional capacity charge for videos, we use the highest number of videos in your account at any point during the month.
Plan Changes
Can I change my Express Plan?
Yes. Express Plans can be changed on a month-to-month basis. You can easily upgrade, downgrade, or cancel your plan when your needs change.
How can I upgrade my plan?
You must be the Primary Account User to upgrade your plan. To upgrade your plan, click the Upgrade button from within the Video Cloud Studio, or go directly to https://billing.brightcove.
What happens when I upgrade my Express account?
Upgrades are effective immediately. Upon successful upgrade, you will have instant access to features associated with the new plan. The plan entitlements (videos and bandwidth) for the month in which the upgrade goes into effect are the entitlements in the upgraded plan. At the time your upgrade is successfully completed, the credit card on the account will be charged the difference between your former Express plan and your new Express plan, prorated for the number of days remaining the then-current calendar month. For example, if you are upgrading from the $99 plan to the $199 plan mid-month, Brightcove will calculate your initial upgrade charge as follows:
- Plan difference: $199 (new plan) - $99 (old plan) = $100
- % of time remaining in month: 15 days / 30 days in month = 50%
- Upgrade charge for initial month of upgraded service: $100 * 50% = $50
On the first day of the next calendar month, you will incur the upgraded plan monthly service fee of $199 plus any additional capacity charges incurred during the previous month.
How can I downgrade my Express plan?
You can downgrade your Express plan by contacting Brightcove customer support. Select "Express Plan Questions" as the Issue type. In the open text area of the support form, include your Publisher ID, primary account user e-mail address associated with the account, new desired plan, and a phone number where you can be contacted. If you are downgrading accounts, please be aware that some features in your old plan may not be available in your new plan. Our support team will be happy to help you understand how these features may impact your video management and player experience on your website. It can take up to two business days to process your downgrade request. In order to avoid being charged the higher plan rate for the next billing cycle, you must submit your downgrade request prior to the first day of the next current calendar month.
What happens when I downgrade my Express plan?
Once processed, downgrades are effective immediately. There are no refunds when downgrading your plan. You will be charged the new monthly plan fee effective the first day of the next billing cycle. Upon completion of your downgrade request, the features in your account will be that of your new plan. The Express plan entitlements (videos, bandwidth and users) will not change to the downgraded plan until the first day of the next billing cycle. In other words, you'll receive the benefit of your higher plan entitlements for the month in which you downgrade plans.
How can I cancel my Express plan?
The Primary Account User can cancel your account anytime by calling Brightcove:
- Toll free from the United States and Canada: at +1 (888) 882-1880 (Monday through Friday, between 8:00 am and 6:00 pm ET)
- Direct dial from Europe, the Middle East, and Africa: +44 (0) 207 148 6450 (Monday through Friday, between 8:00 am and 6:00 pm GMT)
- Direct dial from all other locations: +1 (617) 500-4947 (Monday through Friday, between 8:00 am and 6:00 pm ET)
Be prepared to provide your Publisher ID, primary account user email address, account name, and reason for cancellation. Allow two business days to process your cancellation. In order to avoid next month's charges, you must cancel your account prior to the first calendar day of the month.
What happens when I cancel my Express plan?
Once processed, cancellations are effective immediately. When you cancel your account, you will no longer have access to your account. Videos and players you published from your account will no longer work. Once the cancellation has been processed, your credit card will be charged for any amounts outstanding on your account including any additional capacity charges incurred.
If I cancel my Express plan, can I get a refund?
No. You can cancel your Express plan anytime. However, if you cancel, you will not be entitled to a refund of any fees associated with that plan. In order to avoid next month's charges, you must cancel your account prior to the first calendar day of the month.
