Q: How to use icons

Icons are available on all paid plans. <a href="lumen5.com/pricing">Click here to see our plans.</a> Lumen5 has a collection of icons that can be used to enhance your videos. Icons are fantastic for representing ideas, concepts, and objects. They make for a nice break from stock media, adding variety to your videos. <h6 id="addingiconstoscenes">Adding icons to scenes:</h6> To use icons, open the "Icons" tab on the left hand side. <img src="https://storage.crisp.chat/users/helpdesk/website/926ed4db19dfb800/icons-tab_dgfppt.png" alt="" /> You can drag and drop an icon on to an existing scene to replace the icon or media, or drop it between two existing scenes to create a new scene with the icon. This works much the same as media from the stock library does! ${frame}<a href="https://fast.wistia.net/embed/iframe/ndd7o8nsdm">Drag and drop</a> We have special scene designs to support icons. If you drag an icon to a scene that doesn't support icons, we'll automatically swap you to a design that does. To see all of our available icon scenes, click the big green new scene button, and then scroll down to the section called Icons. Here you can see and choose an icon scene design: <img src="https://storage.crisp.chat/users/helpdesk/website/926ed4db19dfb800/icon-scene-designs_1vfsv4y.png" alt="" /> Most of our templates have 2-4 icon scene designs available, but some older templates don't support icons. If that's the case, you'll need to create a new video using a more recent template if you'd like to use icons. Some scene designs have space for

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

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 3

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 4

"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.

Question 5

How to use icons

Accepted Answer

Icons are available on all paid plans. Click here to see our plans.

Lumen5 has a collection of icons that can be used to enhance your videos. Icons are fantastic for representing ideas, concepts, and objects. They make for a nice break from stock media, adding variety to your videos.

Adding icons to scenes:

To use icons, open the "Icons" tab on the left hand side.

You can drag and drop an icon on to an existing scene to replace the icon or media, or drop it between two existing scenes to create a new scene with the icon. This works much the same as media from the stock library does!

${frame}Drag and drop

We have special scene designs to support icons. If you drag an icon to a scene that doesn't support icons, we'll automatically swap you to a design that does.

To see all of our available icon scenes, click the big green new scene button, and then scroll down to the section called Icons. Here you can see and choose an icon scene design:

Most of our templates have 2-4 icon scene designs available, but some older templates don't support icons. If that's the case, you'll need to create a new video using a more recent template if you'd like to use icons.

Some scene designs have space for

Question 6

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.

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