How can we help?
Find concise help for SuperDuper Videos accounts, video libraries, uploads, players, publishing, plans, billing, and troubleshooting.
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Getting started
Accounts, workspaces, collections, and the first path from source to published player.
Open topicVideo library
How workspaces, collections, videos, assets, and tags fit together.
Open topicUploads & processing
Supported sources, resumable transfers, playback preparation, and processing problems.
Open topicPlayer & publishing
Player settings, approved origins, script and iframe installs, and launch checks.
Open topicPlans & billing
Plan allowances, equivalent minutes, publishing access, subscription changes, and usage.
Open topicAccount & troubleshooting
Sign-in recovery, sessions, common player failures, and what to include in a support request.
Open topicCommon questions
Frequently needed answers
Can I try the product for free?
Yes. The Free plan is a private Premium-quality preparation sandbox with limited videos, input, stored minutes, and source storage. Public publishing and delivery are disabled until the account has a paid publishing allowance.
Can an interrupted upload resume?
Yes. The browser saves resumable multipart state and pauses retry consumption while offline. Return to the same video in the same browser after connectivity returns. Clearing site data or switching browsers can remove access to the local resume state.
What is an approved origin?
It is the exact protocol, hostname, and port of a website allowed to host the publication. Paths are not included. For example, https://example.com and https://www.example.com are different origins.
Should I use the universal script or iframe?
Use the universal script for normal websites and applications, especially pages with multiple players. Use the iframe fallback when a CMS or builder only accepts iframe code or stronger isolation is preferable.
Can the Free plan publish a public player?
No. Free is a private preparation and evaluation sandbox. Public publishing and delivery require a paid publishing allowance.
What should I include in a bug report?
Include what you tried, what happened, the page URL, browser, operating system, device, approximate time and timezone, and a screenshot or first console/network error. A publication public ID is useful; passwords, cookies, credentials, and private source URLs are not.
Still stuck?
Send us the smallest reproducible story.
Include the public page, browser, device, approximate time, and first visible error. Never include passwords, cookies, credentials, or private source URLs.