FAQ

Frequently Asked Questions

Graphics

  • Is it possible to change my branding/bug?

    Yes! This request will have to go through your Customer Success Manager. If you’re not sure who that is speak to your Wochit point person or reach out to our support team and we should be able to point you in the right direction.

  • How can I add more fonts or a custom font?

    To add custom fonts to your Wochit account speak to your Customer Success Manager or CSM. You will need to provide them with the font files in order for our team to add them. Please keep in mind that this process can take up to two weeks depending on the design teams work load and may also be subject to a fee.

  • Is it possible to change my intro or outro?

    Yes! Please reach out to your CSM to discuss making changes to your theme.

  • Can I remove the Wochit logo?

    Please reach out to your CSM or Sales contact to discuss the options of taking the Wochit logo off your videos.

  • Who can I talk to about customizing my graphics?

    Please reach out to your CSM to discuss a custom graphics package. If you’re not sure who that is feel free to reach out to our support team and they can point you in the right direction.

Supported File Types

  • What are the supported audio file types in Wochit?

    Wochit supports MP3 and M4a audio files

  • Supported video/image assets?

    Wochit supports MOV and MP4 in videos and JPEG and PNG image files

  • What is the maximum size/length?

    Up to 30 minutes and 1 GB. But for the best experience we recommend keeping your video files under 7 minutes.

Editing a Story

  • How can I remove transitions?

    You can remove the transition in to an image by toggling the transition in/out button on the right hand side of the edit image screen. Learn more about transitions here.

  • I’m editing a story under the wrong production line, is it possible for me to move it into the right one?

    Our support team can help, but to make the switch the video will be automatically published in the correct production line. So before reaching out to support make sure that 1. your video is ready to be produced (except for the wrong production line) and 2. You have the video ID number handy.

    • The video ID is an unique alphanumeric code we use to identify videos. You will see it at the end of the URL when you are using the platform in Media Selection or Timeline
    • Reach out to our Support team by starting a new conversation using the talk bubble in the bottom right of the screen or by email them at support@wochit.com
  • I have access to multiple production lines or brand/ publisher themes and my story has the wrong logo bug or closer on it when I watch the low res preview, how do I get the right one on there?

    It sounds you might have started putting your video together under the wrong production line. Our support team can help, but to make the switch the video will be automatically published in the correct production line. So before reaching out to support make sure that 1. your video is ready to be produced (except for the wrong production line) and 2. You have the video ID number handy.

    • The video ID is an unique alphanumeric code we use to identify videos. You will see it at the end of the URL when you are using the platform in Media Selection or Timeline
    • Reach out to our Support team by starting a new conversation using the talk bubble in the bottom right of the screen or by email them at support@wochit.com
  • I have custom overlays but I can only use them when I'm creating a video in 16x9 and not 1x1?

    Speak to your CSM. When we create custom overlays we do it per aspect ratio. So its possible that our team has only created the custom overlays for the 16×9 aspect ratio and further work from our design team needs to be done to make it work on a 1×1 video.

  • My logo bug or closer is not showing up when I create a video in 1x1 only in 16x9?

    Speak to your CSM. Themes, which encompass the outro and logo bugs are done per aspect ratio. So it is possible we haven’t create the 1×1 theme for you just yet.

  • My story came back from narration with a pronunciation mistake, how can I fix it?

    Please go back to the voice-over step using the button on the bottom of the Timeline screen. You will be asked to provide a reason, add your notes on what words was mispronounced and send it back. Your narrator will be able to see the notes when he gets the story and make the necessary adjustments.

  • I want to separate the sound from an interview and show other images in background, is it possible?

    No. Unfortunately at this time there is no way to separate the audio from a video clip.

  • I’ve noticed a typo in my produced video’s title, can I change it?

    Once a video is produced there is no way to change the title from within the Wochit platform, unless you want to take it back to the Timeline and produce a new version. Fortunately though, once you download the video you should be able to change it on your video player or through your CMS.

  • The subtitles button doesn’t show up when I enter edit mode, where can I find it?

    For a no voice-over video the subtitles are only available for sound bite video segments. Open the video asset you want to add subtitles to and make sure the sounbite sound option is selected on the bottom right corner of the edit asset screen. Once selected, you should see the subtitles option on the edit menu, if not, try closing the overlay and re-entering the edit screen.

    If you are working on a Voice-Over video you can add automatic close caption to the video by toggling on the CC option located near the background music options on the Timeline. By turning the close captioning on Wochit will automatically add the script text to the your video.

  • Is it possible to log into my account for two users and work on different projects simultaneously

    No. But reach out to your CSM who would be happy to set up an account for your new coworker or do it yourself using our new invite tool!

  • I am having trouble finding the videos and images I need in the Wochit gallery, any tips?

    The Wochit search results are based on the title, caption, and keywords associated with the video or image. If searching for a specific name or event is not working, try using more general search terms or use quotations to search for a complete phrase.

    If you find an asset thats relevant to what you’re working on but need more, it can be helpful to take a look at those different fields. The title and caption are both shown on the asset preview and you can click ‘get more info’ to see all associated keywords. By searching for those keywords you should be able to find more related content.

    Wochit has a few  other helpful features to help you sort through your search results the first is Recency and Relevance.

    By default Wochit is going to show you the most relevant assets associated with your search term, in some cases, switching that to recent to see the images and videos most recently coming off the wire may get you better results.

    You can also use the filter option if you are looking for a image or video from a specific media partner or from a specific time period. 

    Lastly,  Wochit has two different media libraries, editorial and creative. By default you open the Wochit editorial library where assets related to the latest news can be found, you can switch to creative to find stock imagery like cityscapes, food, buildings etc.

  • How can I find a specific tweet/Facebook post etc?

    Tweets can be found by pasting the tweets content or by using the search operators. More information on the Twitter social integration can be found here.

    When looking through Facebook content, try searching for topics, people, or Facebook pages and not specific posts. Much like when you are looking for content on Facebook itself the best way to search is not always obvious or apparent because they are constantly changing and improving it. Keep in mind the posts that come to the top are affected by Facebook algorithms and Wochit has limited control in improving the results for our users.

  • All the assets on timeline went black / I cant see my text edit box

    Try a hard refresh of the page and make sure you are using the newest version of the Chrome browser (and the Chrome browser only – any other browser will cause significant issues with your user experience) .  If that doesn’t work, reach out to our support team and we can help investigate it further.

  • My video is locked by another user. How can I access it?

    The fastest way to get your story unlocked is to contact support. To help avoid this in the future, be sure to share with your team the importance of exiting the story properly using the Door, exit icon in the top right corner of every screen. Using this icon will insure that the story does not remain locked when it is not in use.

  • How can I get more details regarding the assets restrictions?

    With any questions regarding asset restrictions please contact your Customer Success Manager or the Support team and we would be happy to help.

     

     

  • What are the Voice-Over hours?

    7am-12am EST Monday – Friday , 8am-9pm EST Saturday and Sunday

     

Publishing Your Video

  • How should I deal with a EpidemicSound music claim on Youtube?
    • As the videos will not be automatically whitelisted they might get monetization claims when using Epidemic Sound music on YouTube. The good news is that a claim from us will never affect the videos availability or put an account in bad standing. A claim by us only affects the ability to monetize and ads may appear on the video
    • A claim by us only affects the ability to monetize and ads may appear on the video. If they wish to remove the claims to unlock monetization, all they need to do is to click on “dispute” and specify “licensed by Wochit” in the comment section
    • We handle disputes on a regular basis and the claim will be released within the same business day or within 24h on weekend and bank holidays.
    • All revenue generated from ads while the claim is in dispute is collected by YouTube and rewarded the creator once the claim is released.

 

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