How can we help?

Go to the registration page, fill in your name, email, and a strong password, then pick a plan. After you submit the form we'll send a verification code to your email. Enter the code on the next screen to finish creating your account.

We offer three standard plans plus a custom Enterprise tier. Every plan lets you choose which platform(s) to publish to (Roku, Fire TV, Apple TV, Android TV, or web) — no plan is locked to a single platform. The plans differ mainly in how many platforms and how much storage / watch time they include:

• Studio ($79/mo) — 1 platform of your choice, 250 GB storage, 1,500 watch-hours/mo. Great for getting started.
• Broadcast ($149/mo) — 2 platforms, 500 GB, 3,000 watch-hours/mo, plus TV Shows. Our most popular plan.
• Broadcast Network ($299/mo) — 3 platforms, 1 TB, 6,000 watch-hours/mo, plus TVOD (rentals/purchases) monetization.
• Enterprise — custom pricing with all platforms, a custom SLA, and a dedicated account manager. Contact us for a quote.

Annual billing saves ~17%. You can change plans any time from the Billing page — see the full pricing page for details.

Yes — every plan includes a 14-day free trial with full feature access and no setup fees. You can explore the whole dashboard, build apps, and upload content during the trial, and you can change or cancel any time from the Billing page.

Check your spam folder first. If the code still doesn't arrive within a couple of minutes, start the registration again — each new attempt issues a fresh code and supersedes the previous one. If the problem persists, email support with the address you registered.

We accept MP4, MOV, MKV, and M4V. For best results, upload the highest-quality master you have — our pipeline transcodes to adaptive bitrate HLS for playback.

Up to 2 GB per file through the web uploader. Contact support for larger uploads or to set up direct-to-cloud ingest.

Yes — if your account is on the self-hosting option, you can point OTTEngine at media that already lives on your own CDN instead of uploading it. On the video and TV-show edit pages you'll see Self-Hosted Video URL and Self-Hosted Image URL fields; your apps stream directly from those URLs, so self-hosted content doesn't count toward your OTTEngine storage. Posters are still fetched and resized for the dashboard automatically. Contact support to enable self-hosting.

Open the Library, switch to the Playlists tab, click New Playlist, give it a name, and add videos from your library. Playlists can then be referenced from an app layout or featured on your home row.

A playlist is a flat, ordered collection of videos. A TV show has seasons and episodes with richer metadata (show description, poster, season numbers, episode titles) and is the right choice for serialized content. TV shows are available on the Broadcast and Broadcast Network plans.

Yes. In the video editor, open the Publishing section and set a future release date. The video will be invisible to viewers until the release date passes. You can also set an expiry date to take it down automatically.

Select the video in the Library and choose Delete. Deleted videos move to a soft-deleted state for 30 days and can be restored from support. After 30 days the underlying files are permanently removed.

Roku, Amazon Fire TV, Apple TV, Android TV, and responsive web. Plan availability varies — see the Billing & Plans section for details.

Typical review times (first submission):

• Roku: 3–10 business days
• Fire TV: 5–10 business days
• Apple TV: 1–4 weeks
• Android TV: 3–7 business days

Updates are usually faster. We monitor submissions from the Apps page and surface reviewer comments as soon as they arrive.

Yes — the App editor exposes brand colors, logos, a splash screen, menu labels, featured rows, and a layout grid. Each platform gets an appropriate preset, and you can tweak per-platform.

Yes. Store accounts stay in your name so you own the channel. We provide a guided flow inside the App editor that walks you through creating each developer account, linking it to OTTEngine, and submitting your first build.

On the Live Streams page click New Stream, name it, and choose RTMP as the source. We'll give you an RTMP URL and stream key to plug into OBS, vMix, or your hardware encoder. Once ingest starts, the stream goes live on every app that features it.

We recommend:

• 1080p60 → 6–8 Mbps video, 128 kbps audio (AAC, 48 kHz)
• 1080p30 → 4–6 Mbps
• 720p30 → 2.5–4 Mbps

Use H.264 Main profile with a keyframe interval of 2 seconds for smooth ABR ladders.

Open the stream and check the Health panel (bitrate, fps, dropped frames). Intermittent drops usually mean upstream bandwidth issues — try lowering the encoder bitrate. Persistent 0 fps usually means the encoder lost its RTMP connection; reconnect using the same URL and key.

Yes. On the Broadcast and Broadcast Network plans you can schedule a Linear TV channel that loops your library on a schedule — no constant RTMP feed required. Visit the Linear TV page to build a schedule.

A unique viewer is a distinct device that watched at least 30 seconds of content in the selected window. We deduplicate by device id (or hashed IP + user agent for anonymous sessions) and collapse replays within the window.

Home-page totals lag by up to 5 minutes. The content and audience analytics pages roll up hourly. Stream-specific viewer counts on the Live Streams page are real-time (under 30s lag).

Yes — every analytics view has a CSV export. For automated access, the Broadcast Network plan includes an analytics API; contact support to have it enabled.

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) via Stripe. ACH / wire transfer is available for annual Broadcast Network customers — contact sales.

Go to Billing → Current Plan and click the plan you want. Upgrades take effect immediately and are prorated. Downgrades apply at the end of the current billing period so you keep what you paid for.

Billing → Invoices lists every charge. Each row has a PDF download. You can also set a billing email on the Account page to receive invoices automatically.

Every plan includes a monthly allowance of watch-time hours and storage GBs. If you exceed it, either buy a credit pack from the Credits tab (cheaper than upgrading) or upgrade the plan. Credits roll over for 12 months.

We offer a 14-day money-back guarantee on your first plan subscription. After that, partial refunds are handled case-by-case — reach out if you think you qualify.

Click Forgot password on the login page and enter the email on your account. We'll email a link that opens the password-reset page. The link expires after about 100 minutes.

Visit Settings → Security. Every active session shows its browser, platform, and IP address. Use the Revoke button next to any device that shouldn't be there — that session is immediately invalidated.

Not yet in the customer dashboard — it's on our roadmap. In the meantime we rely on strong password policy (12+ chars with a letter, number, and symbol), encrypted session tokens, and visible active-session management.

Contact support from the current email on file. This is a deliberately manual process to protect against account takeovers.

Three common causes:

• Transcoding is still in progress — wait 10–15 minutes and refresh.
• The master is in an unsupported codec — re-encode to H.264 MP4 and re-upload.
• Publishing rules block playback in your region — check the Publishing tab on the video.

In order of frequency:

• Placeholder or low-resolution channel artwork.
• Empty rows or rows that return errors on first launch.
• Broken deep links on content metadata.
• Missing privacy policy or terms URL in the channel description.

Fix the reported item in the App editor, re-submit, and the second review is usually much faster.

Open a support ticket from the Support page with the exact page and date range you're looking at and a screenshot if possible. We can check the raw event stream and reconcile if we see an anomaly.