User FAQ

First aid!

My video(s) are not being published

Verify you’ve added EAN code(s) and language! Without these tags we cannot publish your video (on the correct page).

Added EAN & language, but no video on this one page!

Verify the EAN added to the video corresponds to the EAN used on the (product detail) page. Once those correspond, the video should be live on a page refresh!


Uploaded my videos, added all tags, still no video

Something might have gone wrong during account creation, 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 link my, and my coleagues' accounts?

 Accounts will be automatically linked by e-mail domain.

Meaning: by default you can see all videos that were uploaded by team. You only want to see your own videos? Just switch the the button to your videos!

My account is of the wrong type

If you as a brand have mistakenly created a webshop account, or vice versa, please shoot us an email at, and we’ll make the necessary changes! 

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

Your account might not have been approved yet.

For instance, we only approve business email domains and no free email domains (like hotmail, gmail etc). And we always check your account type. 

How do I activate my account?

Account activation happens on our side, and this may take up to 24 hours (but usually only takes a few minutes). For more information account activation, please see 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 a large numbers of videos at once?

Yes! But it is a premium feature. And the way it works? Connect with us at and we’ll answer all your questions. 

What are Video Opportunities?

Video Opportunities lists your most popular products, in terms of traffic, that are lacking video! The idea is to help you prioritize your brand content sourcing.

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 sho 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?

Adding video type is ultimately key for your brand content analysis and optimisation. Moreover, e-tailers use a visible type indicator to guide their visitors through the available video content.

And importantly, more and more e-tailers require the type indication on videos in the context of their content curation process.

How did Autheos come up with the Video Types?

We work with a number of content creation partners, focussed on video marketing. We used their input to create our list. But, if you have any comments or suggestions, do shoot us an e-mail at!

Embedding Autheos

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!