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Frequently Asked Questions
Find out the answers to the most frequently asked questions and more!
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Written by Constantina
Updated over a week ago

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What does 10 credits per month mean?

With our personal plan, you receive 10 credits per month. Each video credit is equivalent to up to 1 minute of video. This means you can create a single 10-minute video, ten 1-minute videos, or a combination of both. Please note that anything between 1 and 60 seconds in length will be rounded up and count as a credit, so you can create a maximum of 10 videos per month.

Example, a video that is 1 minute and 30 seconds long would consume 2 credits.

When are credits charged?

Credits will only be charged when a video is generated.

Please note that if you edit a video and re-generate it, the appropriate amount of credits will be consumed.

If you need to re-generate your video due to a technical error, please contact our support team so that we can discuss providing the necessary credits back to your account.

Can I add more credits to my account?

Yes you can add additional credits by contacting our support team!

We offer additional credits at a rate of $30 for 10, or $60 for 20 (which is the monthly maximum).

If you are interested in more than 30 credits per month, you may want to consider our corporate plans. In that case, please contact our sales team to book a free demo on our website.

Where can I see how many credits I have left / I have used?

Currently, it is not possible to see how many credits you have left or used on the platform. However, our teams are working hard to make this feature available. If you would like to obtain a credit update, please contact our support team.

Why have I not received a reset password link?

If you have not received a reset password link, please:

  • Check your Spam/Junk folder.

  • Check your firewall settings, as this may prevent the reset email from reaching your domain.

  • Verify that the email address you're using is the one registered for your STUDIO account.

If you are still experiencing difficulties signing in, please contact our support team.

Can I change my account email address?

If you are on a personal plan, you cannot currently change your STUDIO account email address. If you want to use a different email address, you will need to cancel your current account and register a new STUDIO account with the desired email address. To learn how to transfer content from your old account to your new account, follow this guide.

Can I cancel my Personal Plan?

Synthesia is a subscription-based service. You can cancel your account at any time. However, please note that canceling your account will result in the loss of access to Synthesia STUDIO and the videos on your account.

If you mistakenly cancel your plan, please contact our support team within 48 hours.

To cancel your account, go to Account Settings > Cancel Account.


Why is my video still processing?

Once a video is generated on STUDIO, it must go through a processing phase that includes all uploaded assets, such as images, audio, and backgrounds. We also perform moderation on all of our content, both automatically and manually.

The overall processing usually takes only a few minutes, but it can take longer depending on the length of your video and the assets used. If your video has been processing for more than a few hours, please contact our support team.

Why is my video under manual moderation review?

We moderate 100% of our content. Moderation happens through both automated systems and manually. Whilst automatic moderation is instant, manual moderation requires further time for approval.

If your video is awaiting moderation, it will be reviewed by our Moderation Team as soon as possible. Please do not submit the video multiple times, as this will hinder the process. If your video has been under manual review for longer than 24 hours please contact our support team.

Can I upload my own voice?

Yes! This feature is only currently available on our corporate plans. If you would like to add voice uploads to your account, please contact our support team to discuss upgrading your plan. If you are already on a corporate plan, follow this guide.

Why have I not received my free demo video?

If you have not received your demo video, please check your spam folder. If the video is not in your spam folder, it may have been rejected due to going against our content moderation guidelines. We moderate 100% of our content, so if your script does not meet our guidelines, you will not receive a generated video.

Can I change the video resolution, aspect ratio & format?

Currently, it is not possible to change the video resolution, aspect ratio, or format of your video.

Here are the default values:

  • Video resolution: Full HD 1080p resolution (19201080 pixels)

  • Video format: MP4

How long can my video be?

The maximum length of your video depends on your Synthesia STUDIO plan.

  • A Personal Plan has 10 video credits/10 slides

    Video length: The maximum length of your video is 10 minutes. Each scene can be up to 5 minutes in length. This means that, for example, you can choose to create a video with 2x slides of 5 minutes each, or 5x slides of 2 minutes each, etc.

    Slides: The maximum amount of slides you get is 10. It is not possible to buy additional slides or create one-off videos with a custom amount of slides.

  • Corporate plan

    Video length: The maximum length of your video is 2.5h. Each slide can be up to 5 minutes in length.

    Slides: The maximum amount of slides is 50.

How long can my script be?

For the majority of languages, the maximum length of the script is 3500 characters per slide.


Exceptions:

  • Mandarin: 1200 characters max.

  • Cantonese: 750 characters max.

  • Japanese: 1250 characters max.

  • Korean: 1600 characters max.

Please note that if the script doesnt exceed the character limit, it may still fail to generate if the final slide exceeds 5 minutes. This can happen if you use a lot of <break> tags in your script.

What are the Image upload size & format requirements?

  • Upload size: maximum 300MB

  • Supported formats: jpeg, png, svg.

What are the Video upload size & format requirements?

  • Upload size: maximum 300MB

  • Supported formats: .mp4, .webm.

What are the PowerPoint upload size & format requirements?

  • Upload size: maximum 300MB

  • Supported formats: .ppt, pptx.

Please note that on a personal plan, you can upload a maximum of 10 slides, and on our corporate plan 50+ slides.

Why is my STUDIO not responding?

For the best experience, please use Google Chrome or Microsoft Edge. We have limited support for other browsers (Firefox, Safari).

We do not have a desktop application.

Can I have multiple Avatars on one scene?

Currently, it is not possible to have two avatars on one slide "having a conversation", but you can use our Modelling a Dialogue - Learning Template for similar capabilities.

Can the Avatars change clothing?

Currently it is not possible to change the avatar's appearance or clothing. You can however create a custom avatar with your preferred appearance/clothing. Visit this page for further information.

Why is my avatar not moving?

Our avatars do not animate in the preview or in draft mode as we currently do not render the avatars in real time. Please note all avatars will be animated once the video is generated.

Can I have video analytics?

Currently, we do not support video analytics. We are working on adding this capability in the future.

Can I add or download closed captions?

Yes, you can add or download closed captions, visit this guide for further information.

Can I adjust the audio/music volume?

Yes! You can adjust the audio volume follow this guide for further information.

Can I have different audio/music on each scene?

Yes! You can add different sound tracks on each scene, follow this guide for further information.

What are the supported audio formats & length?

When uploading your own voice or soundtrack, the supported formats are wav, mpeg, ogg, aac, flac. You can upload a maximum of 5 minutes of audio per slide.

Can I adjust pronunciation and add breaks to my script?

Yes, you can adjust the pronunciation and add breaks to your script. To learn more about it, click here.

Where can I see if a language is available?

We have over 120 languages available and continue to update these very often! For the most up-to-date list please follow this page.

Can I download the audio?

Currently, it is not possible to download only audio files.

Can STUDIO translate a script or audio?

No, we do not offer translation services.

Are API connections possible?

Yes, however, please note that the Synthesia API is currently in beta and is not actively being improved. We do not offer any support for our API and do not guarantee any further active development. For further information please follow this guide.


Can I clone my own voice?

Yes, when purchasing a custom avatar, you have the option to clone your voice. This means your avatar will not only look like you but also sound like you.

Please note that voice cloning is a separate process from creating your avatar's footage. To clone your voice, the team will provide you with a script. You will need to record yourself reading the script and send the recording back to us. Once we receive your recording, we will process it and notify you when it's ready. Please be aware that this process can take up to 3-4 weeks and is currently only available in English.

If you would like further information on voice cloning, please contact our support team.

Can I have a refund on a Custom Avatar?

Once your Custom Avatar is produced and deployed to your STUDIO, refunds are not possible. If you are unhappy with your avatar, please contact our support team to discuss the issue and receive further assistance. To avoid any issues with your Custom Avatar and ensure that you receive it in the highest quality possible, please refer to all of the guides and requirements listed above prior to submitting your request / footage.

How long does it take to produce a Custom Avatar?

From the day you provide the footage, it will take approximately 10 business days to create your custom avatar, providing a successful payment has been made. It will be delivered directly to your Synthesia STUDIO account.

Your custom avatar will only be available to you and will not form part of our stock avatars which available to all customers.

How do I purchase a Custom Avatar?

You can purchase a custom avatar by contacting our support team. Custom Avatars cost $1000/year and require an annual subscription.

What is a WebCam Avatar?

A WebCam Avatar is an avatar that resembles you, and you can create videos using it. The difference between Custom Avatars and WebCam Avatars is that you can create a WebCam Avatar through your own WebCam or laptop camera, eliminating the need to film in a studio.


Currently, your WebCam avatar will not have your voice, but you can choose from our broad selection of synthetic voices.

Please note that in order to create a WebCam avatar, you must be at least 18 years of age.

Here is an example of what a WebCam Avatar looks like.

How do I purchase a Webcam Avatar?

You can purchase a WebCam avatar by contacting our support team. WebCam Avatars cost $300/year and require an annual subscription. For further information on our Webcam Avatars follow this guide.


How long does it take for a free demo to take place?

Typically, our demo requests are processed within a few hours. If you have not received a response from our sales team within 48 hours, please contact our support team.

How do I upgrade to a Corporate plan?

Were thrilled you are considering purchasing one of our Corporate plans 予! Here's some more information below;

  • Free Demo Video: Create a basic demo video for free here.

  • Free Product Tour: Watch a free 5-minute product tour here.

  • Free Personal Demo: If you work at a large organisation, book a personal demo with our sales team here.

How much does a Corporate plan cost?

Corporate plan pricing is tailored to your organisations needs and can only be provided by our sales team. If you're interested in upgrading lets talk


Can I sell my Synthesia videos?

Yes, you can! However, please note that any videos intended to be sold, such as training courses, require a Corporate license, which is not available with a Personal Plan.

If you're interested in a Corporate Plan, please visit this page for more information.

Where can I upload my Synthesia videos?

You can upload your Synthesia video to any social media platforms, a company website, or youtube!

Am I able to use my Synthesia videos in paid advertising?

This can only be done if you are using a Custom Avatar. For further clarity on our video licensing, please follow this guide.


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