User FAQ

First aid!

My video is not published on webshops!

Please check if you added any EAN codes and language! If you have not added one of these tags we can not publish your video on the correct page.

I added both and EAN to the video, but still no video!

Please check if the EAN added to the video corresponds with the EAN used on the product detail page. Once those correspond, the video will be live in seconds!


I uploaded videos entered all correct info, still no video

It could occur that you accidently  have created the wrong type of account, please shoot us an email and we’ll check if all is good!

What is the maximum size of a video?

We have a limitation of 1GB for a video, we will always transcode videos to multiple different file sizes so we can always show the right video dependant of the internet connection available.

Dashboard and Account

How do I connect my, and my coleagues' accounts?

Your accounts will always be automatically connected. This means you can alwas see what videos were uploaded by your colleagues.

If you just want to see your own videos? Just switch the the button to your videos:

I have a wrong account

If you as a brand have created a webshop account or vice versa please shoot us an email:, and we will change it right away! Please clearly state your name, company and email so we can change it quickly!

I have created an account, but can't log in?

We always do a few security checks before we approve an account. We only approve corporate or business emails and no free email domains (hotmail, gmail etc). And we always check your account type. If you require a demo just let us know and we’ll plan one with you.

How do I activate my account?

The account activation happens on our side, this may take up to 24 hours (usually only a few minutes). If you want to know anything about the account activation read the question above!

Ho do I authorize a video?

You can quite easilly authorize any video in the edit tool, after clicking the title of a video. You could also go to the Video Tutorials, where we describe in a video how to authorize a video.

How do I block videos on a PDP?

In your dashboard, just go to the “block video” tab, enter an EAN and you will see all videos assigned to that EAN. You can than block a video or publish it.

I am a new user, how do I create an account?

Just go to: , and create a free account! You can either choose to create a brand (supply my product videos), or a webshop account (get videos for my online shop).

I forgot my password! How do I reset it?

Just click the sign in button in the menu, after that click the “forgot my password” button right under login. We’ll immediately send you an e-mail with a link to generate a new password.

Where can I find my videos?

If you go to the video menu, you can find all videos uploaded by you or your colleaguess. You can separate your own videos from those of your colleagues by switching the toggle.

Can I import Vimeo videos?

so far we only YouTube import. But keep logging in, we are always developping!!


Is it possible to upload big numbers of videos at once?

It is possible to upload video in bulk, the functionality in your dashboard is currently out of use but you can always supply us with a CSV file with all videos you want to import. Simply provide us with the source URL, language, EAN-codes and we will import the videos for you!

What are video opportunities?

Video opportunities are your most popular products, in terms of traffic, that are lacking video! This gives you a quick insight in where brands can have a quick win on your product pages.

EAN code?

We use the EAN code as a unique identifier to match video with product page.

Can we do a EAN match?

Yes you can! Just send us your product feed and we’ll tell exactly how many videos are shown on your productopages. Please keep in mind this is just a snapshot of the actual number of videos we have for you! Brands are always uploading videos, more and more every day!

Who can I invite?

You can invite everyone you want! You can invite your colleagues but also brands or retailers that are not in our network yet! Just go to the “invite” tab and you can just send them an email to invite them!

Why do I have to enter the language?

We use the language to define in what countries we can play your videos, or what videos you want to show in your webshop.

Manage video order or playlist?

For now you can only manage the order videos are being played by order of uploading. First video uploaded is the first video being played. Stay tuned for updates!

What video formats can I upload?

You can upload video files in every fomat except except some .mov video files! If a .mov video failes please try uploading a different file type.

More specific video types we support:

HLS using an MPEG-2 TS container to house H.264 video and AAC or MP3 audio

Smooth Streaming using an fmp4 container to house H.264 video and AAC audio

MPEG-DASH using an fmp4 container to house H.264 video and AAC audio

XDCAM using MXF container using MPEG-2 video and PCM audio

MP4 container with H.264 video and AAC or MP3 audio

WebM container with VP9 video and Vorbis audio

WebM container with VP8 video and Vorbis audio

FLV container with H.264 video and AAC or MP3 audio

MPG container with MPEG-2 video and MP2 audio

MP3 container with MP3 audio

MP4 container with AAC audio

OGG container with Vorbis or FLAC audio

OGA container with FLAC audio

FLAC container with FLAC audio

WAV container with PCM audio

Animated GIF

Why should I add the video type?

We use the video type for further testing the right video on the right place in the customer journey.

Besides reatilers can choose what kind of content they want to show with a certain product.

Video type

Ja, Wifi behoort tot de mogelijkheden (extra betaalde optie). Kanttekening: draadloos internet (Wifi) is ten opzichte van een vaste aansluiting vaak iets instabieler en kan daarmee voor een verhoogde kans op een storing zorgen. Afhankelijk van uw kennis op het vlak van het instellen van een Wifi verbinding, adviseren wij om niet te kiezen voor de Wifi optie.

Embedding Autheos

Autoplay configuration?

Please read through our extended description how to configure the autoplay on our github page:

If you scroll down to point 5 there is a complete description.

Embed code?

First, you will want to add the following line to the  section of your website. That adds the script to your page so that you can start using the embed functionality.

<script src="//">script>

After that, you can start using the code anywhere inside the  element. That looks like the following:

<script>new Autheos().embed({ ean: '1234567890123' });script>

And that’s it. Read ahead to learn how to specify an EAN and language, the placement of the play button and even how to customize or skip the button entirely.

Magento or other plug ins?

At this moment in time we do not have any special plug ins, nevertheless our simple javascript embed code is compatible with every type of webshop front end.


Mobile app?

We do not have a mobile app to upload videos.

Feature requests?

If you are missing any tool that you think is interesting for the ease of use of your dashboard? Please let us know, we are always looking for new opportunities to increase the ease of use of your dashboard. Shoot us an email with a clear description what you’d like to see:

Can’t find what you’re looking for? Let us know!

Request a demo, ask a question, send us your piece of mind or simply some corporate love!