Question 1

All about Shutterstock, media libraries, & credits

Accepted Answer

Note: Marketplace media from Shutterstock is available on our Professional plan and above. _If you wish to be able to access marketplace content, you can upgrade your account on our pricing page. _

About the Media Library

We have partnered with one of the world's best stock media providers: Shutterstock. We provide this media to use in Lumen5 at a fraction of the cost of purchasing it directly. Users on the free Community plan have access to the unlimited free library, Starter users enjoy access to the unlimited free library and the premium unlimited library, while users on the Professional plan have access to both of those libraries, plus the media marketplace. The marketplace operates on a credit system, and users on the Professional plan are allotted 25 credits/month to use on media in this library.

How can I identify which library media belongs to?

Our Standard media library will show "free" when you hover over the it:

If you're using Lumen5 on our Community plan, premium media files are marked by a diamond, and have the "Premium" wording, as using that content requires a paid plan:

If you have a paid plan with access to premium media, premium media files are still marked by a diamond, but will say "Free" instead:

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Question 2

Using AI to compose a video script

Accepted Answer

To turn your text into a video, first select your template and format and then choose the Text on media or AI voiceover option, depending on whether you need a voiceover track generated or not.

After that, you'll be taken to the AI script composer. There are a few ways you might import your text content into Lumen5: you can import a URL, upload a PDF, paste text directly in, or outline an idea for the AI and have it generate a script for you.

Importing a blog post or news article

Copy a link to the post you want to use and paste it into the URL bar, then click Import. Your article will appear in the space below after just a few moments. From there you can edit the text, upload or delete images, reorder the structure, or delete sections that you don’t need in your video.

|| The Import function can pull content from public websites like blogs and news articles, but it can't gain access to private pages like social media sites or password protected blogs, word processing applications like Google Docs or Microsoft Word, or cloud storage services like OneDrive, Google Drive, or DropBox.

Question 3

What is WebGL and why do I need it for Lumen5?

Accepted Answer

WebGL is an API library that we use to render graphics in our videos. Lumen5 relies on WebGL in a lot of its features so it's critical that your device can support the required version of WebGL. However, even if you have the right version running on your device, sometimes WebGL support can be lost for various reasons and that may prevent you from being able to edit your videos.

Good news is that you can usually restore WebGL support on your own! The first thing you'll want to check is whether hardware acceleration is turned on. Here is a guide about how to do that in most popular web browsers.

If hardware acceleration is enabled, there are some other things you can try to troubleshoot:

Refresh the page where Lumen5 is open
Close other tabs or browser windows
If you're using a laptop, plug in your charger
Restart your computer
Update your browser to the latest version
Depending on your computer's specs, you may need to update your GPU settings. How to do this will vary depending on your device, but you'll want to make sure that a high performance processor is enabled in your system settings.

If all of those things fail, please let us know! You can chat with us from the bubble in the bottom right corner, or send an email to support@lumen5.com.

Question 4

Is my video commercial or editorial?

Accepted Answer

Click here to learn how to spot editorial content in our media library and your video

Images, videos, GIFs, and audio tracks are sometimes only licensed for use in non-commercial, or editorial, videos.

That leads to the obvious question: is my video commercial or editorial? The best way to answer that is to ask yourself: "What is the purpose of my video?"

If you're creating videos to sell a product or service (an ad), it's a commercial video and you cannot use editorial-only media files.

On the other hand, if you're creating videos to report on a news story, to share a poem, an update, or to educate or inform, that is considered editorial usage and you can use editorial-only media files. As long as the video uses the media to present educational or factual information, that is a valid use under the editorial license. This is true even if you are a business.

NOTE: Simply adding a call-to-action or your company's branding to a video does not necessarily make it a commercial video! Branded videos can still be editorial as long as the content of the video itself isn't promoting a product or service.

Question 5

Video getting cut off on Instagram

Accepted Answer

Instagram posts default to the 1:1 square format, so if you're posting a 16:9 landscape or vertical video, parts of your video could get cut off.

Fortunately, Instagram does allow you to post 16:9 landscape videos as well. You can do this by clicking on the "< >" icon which may look different depending on your phone, but this option will change the aspect ratio of the post.

Alternatively, you can create a square video in Lumen5, or resize one of your existing videos from that video's share page.

Question 6

"Something went wrong" with my video rendering

Accepted Answer

If you see the "something went wrong" message, it means that your video has unfortunately encountered an error during the rendering process and has been dropped from the queue.

Our team is notified whenever a rendering video encounters an error, so chances are that we're already investigating the problem as you're reading this message. Once we've fixed the problem, we'll put the video back into the rendering queue, and you'll receive your video as usual!

You can expect to see the video back in your dashboard, fully rendered and available for download, by 11am PST the day after you see this error (or the same day, if the error occurs before 10am PST).

We're constantly improving the system to reduce the likelihood of rendering problems, but in the meantime you can also try creating another video.

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