FAQ and troubleshooting¶
Find quick answers to common questions about OhPlayer, and the fix for the messages you may see.
Upload and processing¶
What video files can I upload?
MP4, MOV and WebM, up to 2 GB per file, on every plan. See Import a video.
How do I import from a link or another service?
Click the small arrow next to New video and pick URL, Google Drive, Dropbox, Vimeo or Wistia. A URL must return a video file, not a webpage. If a card says Picker not set up, it is not available yet. See Import a video.
Why is my video still processing?
A new video shows Waiting, then Uploading, then Encoding. When the status disappears from the Library row, the video is ready. OhPlayer prepares a lower quality first and adds the higher ones in the background. See Why is my video still processing?
What do I do if my video shows Encode issue or Failed?
Click Retry on the video row. If it fails again, upload the file again, and if that fails too, write to support@ohplayer.com with the video name. See When it fails.
How do I replace a file without breaking the embed?
Open More actions in the Studio and choose Replace video. The link and embed stay the same. Captions are not copied, so transcribe again or upload a caption file. See Replace a video.
AI edit and credits¶
What does AI edit do?
It cuts your video, adds on-screen text and zooms, and turns on captions. Nothing goes live until you check the result and publish. See AI edit.
How many credits does an AI edit cost?
A credit covers 6 minutes of your original video (10 credits per hour), rounded up. Listening to a video with no captions and making the edit together count as one charge. See Credits explained.
Do my credits reset each month?
No. Credits are counted over the last 30 days, and a credit you spend frees up again 30 days later. Top-up credits do not expire. See Credits explained.
I ran out of credits. What can I do?
Wait for credits to free up, buy a top-up (100 credits for $15), or upgrade to Pro. See When you run out.
What happens if an AI edit fails?
Your live video is never touched. If OhPlayer cannot build a plan you are not charged, and if the render fails the credits come back. Click Try again. See If something goes wrong.
Why can't I start a second AI edit?
You can run one AI edit render at a time. Wait for the current one to finish. See AI edit.
Embedding¶
How do I get the embed code?
Click Share in the Studio and, under Embed, click Copy embed. Use Script unless your site blocks scripts. See Embed on your site.
Do I need to update my embed when I change the video?
No. The embed code never changes. Later edits and settings reach your site when you publish. See Publish and share.
The video does not show on my page. What should I check?
Check that the div comes before the script, that your editor kept the script, and that no content security policy blocks the player. Then check that the video is published. See If the video does not show.
Why should I use the script embed and not the iframe?
The iframe cannot see your page, so it loses ad click tracking, ad pixel events, checkout link tagging and page-wide HTML reveals. See Embed on your site.
Why does my video not autoplay with sound?
Browsers block autoplay with sound. The Sales preset starts muted, and when a viewer unmutes, the video restarts from the beginning with sound. See Playback settings.
Can I limit which sites can embed my video?
No. There is no allowed-domains setting, so anyone with your embed code can show a published video. See Who can embed.
Publishing¶
What is the difference between a draft and a published version?
Your changes save as a draft. Viewers see nothing new until you click Publish. See Publish and share.
Why does the Share window ask me to start a trial?
You are on the free preview. Publishing starts your 14-day trial. Pick Pro or Lite and add your card on Stripe's secure page. Nothing is charged until the trial ends. See Start your trial to publish.
I picked a plan on the pricing page. Why wasn't I asked for a card?
Your plan is saved, and you try OhPlayer free first. You add the card when you publish, and the plan you picked is chosen for you there. See If you picked a plan on the pricing page.
Why did an AI edit start on my first video?
On the first visit to your onboarding video, the AI edit starts by itself once captions are ready, in the look your goal picked. Nothing is rendered until you click Looks good — make it, and nothing goes live until you publish. Click Not now on the card to skip it. See AI edit.
Why is Copy embed switched off?
The video or its settings are not ready. The note at the top of the Share window says why, for example "The player is still encoding. Embed unlocks when this version is ready." See When you cannot copy the embed yet.
What do viewers see while a new version encodes?
They keep seeing the last ready version. The new one goes live when you publish it, or when a replacement with Publish when ready finishes. See Why is my video still processing?
How do I go back to an earlier version?
Open More actions, then Version history, and click Preview & publish on the version you want. OhPlayer keeps your original, the live version, the version you are editing and the most recent other version. See Versions and History.
Analytics¶
What counts as a play?
A video start in the selected period (UTC). Each viewing session counts once per video. See Analytics explained.
Why is Estimated viewers not the number of people?
It counts distinct browsers. The same person counts again on another device or after clearing browser data. See Analytics explained.
How long is my analytics data kept?
90 days, and you cannot change that. Leads have their own setting. See Data, privacy and cookies.
Leads and integrations¶
Where are my leads?
Click Analytics in the sidebar, then Leads. You can export them as a CSV. Leads are a Pro feature. See Leads and exports.
How long are leads kept?
90 days by default. Choose 30 days, 90 days or 1 year in Account → Data & privacy. See Data, privacy and cookies.
How do I get leads into my CRM or spreadsheet?
Send them with Zapier, or with a webhook to Make, n8n or your own server. Only new leads are sent after you add a connection. See Zapier and Webhooks.
Which events can I send, and can I verify them?
You can send Video started, CTA clicked, Lead captured and Video completed. Click Copy signing secret on the connection to check the signature on each request. See Verify the signature.
Can I see which video made a sale?
Yes, on Pro. Paste your postback URL into Stripe, Shopify or another checkout, and Analytics shows orders and revenue per video. See Track sales per video.
Why do my CTAs and forms not show to viewers?
If your account moved from Pro to Lite, CTAs and playgates stay saved but paused, and viewers see the plain video. Upgrade to bring them back. See Move from Pro to Lite.
Can I send viewer events to Meta, GA4 or Google Tag Manager?
Yes, on Lite and Pro, if the pixel is already on the page that holds your embed. See Ad pixel events.
Plans and billing¶
Do I need a card to try OhPlayer?
Not for the free preview: one video, no card. Publishing starts a 14-day trial, and you add a card on Stripe's secure page for that. You are not charged until the trial ends. See Sign in, free preview and trial.
What do Lite and Pro include?
Lite is $24 a month ($240 a year) with 100 GB of storage and 30 AI credits. Pro is $79 a month ($790 a year) with 500 GB, 200 AI credits, CTAs, lead forms, leads, sales tracking, and webhooks and Zapier. See Plans and limits.
How do I cancel?
Open Account → Plan & Billing and click Manage billing to cancel in Stripe. You keep access until the end of the period you paid for. If you cancel during the trial, cancel before it ends and you pay nothing. See Payment, invoices and cancelling.
What happens when my trial or plan ends?
A banner shows at the top of every page. Uploading, AI edits and publishing pause, and New video shows a lock. Published videos keep playing for 3 more days, then the player shows a paused screen until you start a plan. Nothing is deleted. See When your plan ends.
Do you charge for going over my limits?
No. There is no overage billing. Storage and credits are hard limits: work stops until you free space, wait, or move to a bigger plan. See Plans and limits.
What counts toward my storage?
The source videos you upload, including space reserved for uploads still in progress. Encoded versions do not count. Deleting a video frees its space right away. See Storage.
Do you charge for bandwidth?
No. Playback is included on both plans with no traffic limit. We act only on abuse, such as reselling delivery or artificial traffic. See Playback and fair use.
How do I switch plans or buy more AI time?
Open Account → Plan & Billing. Click Switch to Pro or Switch to Lite, or click Add 10 hours · $15 to buy a top-up. See Account and billing.
Why are my embeds paused during my trial?
A trial includes 200 GB of viewing. At the limit, players show a paused screen until you start your plan. Click Start plan now in the banner. See Trial viewing limit.
Account and sign-in¶
How do I sign in?
Click Sign in with Google. OhPlayer uses Google only, so your password and two-step verification stay with your Google Account. See Sign in, free preview and trial.
Sign-in says "Google sign-in did not complete". What now?
Click Sign in with Google again and finish choosing your account. Sign-in opens as a full page, not a popup, so a popup blocker is not the cause. If it keeps failing, write to support@ohplayer.com. See Sign in.
How do I create an API key or connect an AI tool?
Open Account → Developers, click Create key and copy the secret, which is shown once. Keys work on Lite and Pro. See API keys and MCP and Connect an AI assistant.
How do I download my data?
Open Account → Data & privacy and click Download JSON. You can export once every 24 hours. See Account and billing.
How do I delete a video or my account?
In the Library, use the trash icon on a video. For your account, use Delete account in Account → Data & privacy. Deleting is permanent, with no trash and no restore. See Delete a video or account.
Common messages¶
| Message | What to do |
|---|---|
| "Google sign-in did not complete. Please try again." | Click Sign in with Google again. See Sign in. |
| "Storage limit reached. Upgrade your plan or remove a video." | Delete a video or upgrade. During a trial it says "Start your plan or remove a video." See Storage. |
| "The free preview includes one video. Start your 14-day trial to add more." | Start your trial. See Free preview. |
| "Start a trial or renew your subscription before uploading." | Your plan or trial has ended. Start a plan in Account → Plan & Billing. |
| "AI allowance reached. Buy a top-up, upgrade your plan, or try again later." | Wait, buy a top-up or upgrade. See When you run out. |
| "One automatic edit at a time. Wait for your current edit to finish, then try again." | Wait for the running AI edit to finish. |
| "The player is still encoding. Embed unlocks when this version is ready." | Wait for the video to finish, then copy the embed. |
| "Replacement failed. The embed still plays the previous video." | Nothing changed for viewers. Try the replacement again. |
| "You have 25 connections" | Disconnect one to add another. See Webhooks. |
| "You can export once every 24 hours." | Try again tomorrow. |
| "Cancel your plan in Manage billing before closing your account." | Cancel in Manage billing, then delete your account. See Delete your account. |
| "This video is paused. The owner needs to renew their OhPlayer plan." | Viewers see this when a plan has ended and the 3-day grace is over. See What your viewers see. |
Next steps¶
Still stuck?
Write to support@ohplayer.com. Include the video name and the message you see, and we will help.
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