Pre-Customer Help Desk

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What is Wistia, and what does it do?

Wistia is professional video hosting for business. We help businesses add their videos to the web, track their performance, and find new ways to build and engage with their audiences using online video.

How are you different from YouTube?

Our product is completely focused on helping our customers add video to their website and track how it's performing from a marketing perspective.

We provide tools to: customize your video so it matches your overall web brand, increase website traffic through video SEO, and generate new, engaged leads for growing your business. We integrate with a slew of other systems, to make your online marketing efforts even stronger. Plus, we provide detailed analytics to help you know how to improve an existing video, or identify what content to make in the future.

Using Wistia means you maintain ownership and control over your content. We believe businesses that drive more viewers to their own website will see higher conversions. You'll also look even better. We can't validate that one, but it certainly seems to be true.

Payment and Account Management

What payment methods do you accept?

We accept all major credit cards for each plan. If you choose to purchase annually, you can pay via credit card, ACH, or check (invoice). Contact us for help setting up ACH or check payments.

Do I have to sign a long-term contract?

Our monthly payment options are all pay-as-you-go, and if you need to cancel, there are no penalties for doing so. You can also upgrade or downgrade your subscription anytime.

Our annual package option means you pay in advance for the year. You can choose to cancel or renew at the end of each year.

I need to update the credit card on my account, how can I do that?

You can update your credit card in your account if your are logged in as the Account Owner. See this help page for the steps.

Is VAT collected?

Wistia is a non-EU provider, and we do not currently have VAT registration. VAT will not be applied to any Wistia charges or invoices. Instead, your business should account for VAT using a "reverse charge basis."

What happens when I reach my video limit? Can I delete videos to free up space?

Some Wistia accounts come with an allotted amount of videos. That limit means that you can have x amount of videos in your account at any time. So if you remove some videos from your account, you'll free up room to upload more!

Can I use one Wistia account for multiple websites?

Yes! You can absolutely embed videos from one account onto several different domains/websites.

Delivery

How does Wistia deliver video content?

We use several top tier global CDNs (content delivery networks) to deliver content around the world. When a viewer presses play on a Wistia video, they will be delivered a video from a server that is closest to them in physical location. This means faster load times and a better viewing experience.

We deliver our content via adaptive streaming to deliver the best quality content at any given time. This means that, based on internet speeds of your viewers, we'll flip between playback quality while the video is playing without interrupting playback. Pretty neat, if we do say so ourselves.

For each of your videos, we create several derivates (or copies of your video), and then deliver the appropriate version depending on the internet speed of the viewer. We'll continually monitor that speed, and increase or decrease that quality accordingly.

The Wistia player will automatically detect the environment in which your video is being watched, and will deliver the appropriate version for a great viewing experience. For more info on the specific encodes we create, check out our help page.

Can I host my videos myself or on another network (such as Amazon S3) while using Wistia?

In order to provide all of our customization features, deliver videos via our player, and accrue analytics for your videos, the content does need to be uploaded to Wistia and delivered via our CDNs.

Does Wistia support live streaming?

We do not have any live streaming capabilities at this time.

Do we have to worry about Wistia videos being blocked like videos from YouTube and Vimeo?

YouTube and Vimeo can be blocked by offices, schools, etc because the videos hosted on those platforms includes "entertainment" content. Our customer's focus is on business/marketing video, and because of this Wistia is rarely blacklisted.

In situations where all video content is blocked, regardless of source, whitelisting the following domains will ensure your Wistia content comes through:

  • *.wistia.com
  • fast.wistia.net
  • embedwistia-a.akamaihd.net

Monetization

Does Wistia support advertising integration?

We started Wistia because video marketing is about driving your business with content, not ads. Because of this, we’re not too keen on adding ad network support (such as Google DFP). However, if you have the physical ad videos yourself, you can create a playlist with the two videos (ad + main content) using embed links, and then use annotations to place external links in the video.

I want to sell access to my videos, can I do that with Wistia?

If you want to sell access to your video content, we recommend restricting access to the pages on your website. Wistia videos will display even behind a paywall, so if you give a person access to a page on your website, they can view the video content embedded there.

Integrating with Wistia

I’d like to integrate Wistia into my application? Can I do this?

Absolutely! We provide all the tools you’d need to build sweet integrations with your website, applications, etc. You can find our API info over at our Developer Documentation. We also recommend checking out our Platform page.

You can even head over to our integrations page, and sign up to become an integrations partner if that's something that strikes your fancy.

Can I upload my videos directly from YouTube, Vimeo, etc?

Right now it isn't possible to upload your videos directly from YouTube, Vimeo, etc. You would need to upload those files from your computer, or use our Upload API.

Can I publish my videos on Wistia to services like YouTube, Vimeo, etc?

We do not currently support pushing content to external services such as YouTube or Vimeo. They do not support our stats tracking and other marketing tools (i.e. Turnstile).

Wistia Partner Program

Does Wistia have an agency program?

You bet we do. At Wistia we love our partners in crime!

The Wistia Agency Partner Program is designed for agencies that are doing video work for their clients. We are always super appreciative of any company out there that promotes Wistia, but we don’t have an affiliate program.

Check out how you can join our agency program on the Agency Partner Program page.

Bandwidth

What the heck is bandwidth?

In a nutshell, bandwidth is the data that gets passed to a viewer when they watch a video. Every time someone presses play on your videos, data gets passed from our servers to their browsers, which is counted as bandwidth. Check out our help page for more information.

How can I better predict how much bandwidth I’ll use?

If you've never worked with bandwidth before, predicting your usage of it could be tough. If you need help predicting bandwidth, check out our bandwidth predictor tool.

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