Video Post Production Collaboration Software

Frequently Asked Questions

What's the difference between team members and collaborators?

Team members share access to the same bucket of projects and can perform almost all the same actions as the account owner. They are typically internal colleagues. Collaborators can only access specific projects to which you invite them and have limited permissions. They are typically external vendors or clients. Learn more here.

How do monthly and annual pricing differ?

When you enroll in a monthly plan, you are billed for the first month up-front and then again on the same date each month moving forward until you cancel. We offer a 10% discount on annual plans. When you enroll in an annual plan, you are billed for the first year up-front and then again on the same date each year moving forward until you cancel.

Is there a minimum contract length?

Nope! When you enroll in a monthly or annual plan, you pay up-front to access Frame.io for the next month or year, respectively. However, you may cancel at any time during your billing cycle for free and you'll retain full access to that plan until the end of the billing cycle.

How does the 14-day free trial work?

When you enroll in a 14-day free trial, you will be prompted to input your contact and billing information. However, you will not be charged anything to use Frame.io for that period. When the trial ends, you will be enrolled in a monthly or annual plan and billed for the next month or year depending on your billing frequency selection. You may cancel for free at any time before your trial ends.

How do I pay?

Frame.io accepts all major credit cards, including VISA, MasterCard, AMEX, Discover and more. We offer other custom billing solutions on Enterprise plans.

What happens if I exceed my current plan limits?

If you exceed any of your current plan limits, you will see a warning in the application with information on which limit has been breached. You will have 6 days to rectify the overage or upgrade to a higher plan, during which time you can continue to work without interruption. If no corrective action is taken by the 7th day, your account will be locked.

Can I increase storage and keep the same plan?

Absolutely! Please reach out to support@frame.io with your requested storage increase, and we'll take care of it promptly.

Can I upgrade my plan mid-cycle?

Of course! The charge will be pro-rated so you are only billed for the cost of the new plan less the remaining unused amount from your current plan.

How can I get more than 15 team members?

Our business plan supports 15 team members. If you would like to add more team members, please reach out to support@frame.io for assistance.

Do my clients need to create an account?

Nope! You can share media with your clients via review links and presentation pages, neither of which require them to sign up or log in. Learn more about sharing here.

How do I cancel my account?

You can cancel from the Billing section of your account here once you have reduced usage below 2 GB, and have no more than one project and 5 collaborators.

How does Frame.io keep my media and info safe?

We take the security of your media, data, contact details, and payment information very seriously. To that end, all media assets are securely encrypted on Amazon S3, account information is encrypted on Amazon Dynamo DB, and all data is backed up on several data centers distributed globally. You can learn more about our security information and procedures here.