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vzaar Support teamMaybe you’re looking for a new video hosting and delivery service and you have some questions to help you in your evaluation?

Maybe you’re a new customer uploading a large number of videos to our service so that you can get those videos playing on your website and in front of your viewers?

Maybe you’ve been with us a while and you’d like to discuss a new feature or how we can help you as your video needs evolve? Maybe you just stumbled across vzaar and you have no idea what we do!

Regardless of who you are and what your question is, the vzaar support team is here to help.

What’s the best way to get hold of us?

There are many ways to contact us for support:


For some questions – and for many people – there is no substitute for a knowledgable technician on the end of the phone. A phone call gets you an immediate, personal response that’s interactive and secure. There’s also no restriction on the length of the message. We might answer your question in a moment or need to do some troubleshooting which can take a little longer.

You can call vzaar directly in the UK on +44 20 7820 6280 or at +1 877 831 7110 between the hours of 9am GMT (4am Eastern) and 6pm Pacific (9pm Eastern). That’s a 17-hour window each day when you can talk to a real person and get help.

Live Chat

Some questions are more easily answered – and some can only be solved – while you’re at your computer. For that reason, we have Live Chat on our website on all pages at vzaar.com:


Just click the tab and one of our video experts will be right with you. Live Chat is a great channel because it makes sending links (e.g. to specific videos, or pages on your website) easy and error free (if you’ve ever spent 5 minutes trying to read a website URL over the phone to somebody, you’ll know what a boon this is).

Live Chat is online during the same hours as our phones. If you visit our site and you don’t see that tab, we may have taken it down for maintenance or we may be experiencing a spike in chats and our support technicians are at capacity. It’s usually back online, in either case, within 5 or 10 minutes.

Help ticket

If your question is less urgent in nature – you don’t need immediate help – or if it’s more involved and you’d like to write it up in detail, then consider opening a help ticket by clicking the “support” link at vzaar.com:


You can also go directly there by bookmarking https://vzaar.com/help/.

On that page, click the “start a discussion” button. Then give us a little information about yourself and your query, and submit the ticket by clicking “create” and following the prompts. If your question concerns security or if you just would prefer that other vzaar customers don’t read it, check the box to make the discussion private:

Example of discussion form

The help ticket system is also a useful option if you need to attach files to your question.

The ticket system has an advantage over phone and chat as it’s available 24-hours a day. Response time for a help ticket can be very short – it’s typically measured in minutes. In 2014, 75% of all help tickets received a response in less than 4 hours.

Time to resolution can vary obviously, depending on the nature of the specific question, but most issues are satisfactorily resolved quickly – the vast majority of tickets are fully resolved within one business day.


Traditional email is a good choice for many people as it makes support enquiries easy to manage as part of your regular workflow. Again, you can compose your questions – or in the case of a pre-sales enquiry, your list of requirements – at your own pace and can work through the response in your own time.

Support emails can be sent to: support@vzaar.com

Contact form

Perhaps the fastest, simplest way to send us a question. You can find the contact form at: https://vzaar.com/contact


The 140-character limit on a Tweet can make asking a question hard, but not impossible, If Twitter is your preferred channel of communication, you can get hold of us there too. On Twitter, we are: @vzaar


We regularly update our blog with informative and, we hope, interesting articles: http://vzaar.com/blog/

At the end of each blog article, there’s a section for comments – it’s the best way to get help with specific issues covered by that article.

What do we need to know to help you?

There are many approaches to problem solving but most, if not all, will start by identifying the problem. It’s hard to solve a problem if we don’t know what the problem is!

At this early stage, a few simple but key pieces of information will go a long way to helping us to identify and work towards a solution:

Which video is having the problem?

We’re a video hosting company so many of the questions we answer are about specific videos. Before you contact us it will help to make a note of the specific video about which you’re asking. The easiest way to give us that information is to just paste in the address of the video ‘manage’ page on http://app.vzaar.com (the ‘manage’ page is the page where you manage the settings for that specific video):


The address will always be: https://app.vzaar.com/videos/xxxxxxx where xxxxxxx is the unique vzaar video ID.

If the video is embedded in a page in your own website, it’s even more helpful for us to see the video in the page and begin there. The address of the page on your website that contains the video might look like this: http://www.awesomewebproducts.com/products/page1/index.html.

How does the problem appear?

Are you seeing an error message and, if so, what is the full text? Simple information like this will speed up diagnosis.

How is the viewer viewing the video?

We’ve spent a lot of time creating a system which ensures that your videos will play across all kinds of devices, operating systems and browsers so, whether your viewer is using Chrome on Mac OSX or Silk on a Kindle device, videos will play reliably and look great.

But, occasionally, users will have issues which are specific to their setup – they may have an out of date browser or some component which is interfering with our ability to deliver your video. It’s very helpful for us to have information about your viewer’s system details and you can get that to us quickly and easily by inviting them to visit our system details page.

Ask them to “Start Speed Test Now”. When it completes and displays the “Average Speed”, they can click the “Save As CSV” button and send us the CSV document which is saved to their hard drive.

Any other information on their machine, connection, etc. is useful. For example, a comment like “I’m in the same office as a coworker – she can see the video but I can’t” can help us quickly isolate and solve a problem.

In summary

There are many ways to contact us and get help with our service. Whether you prefer talking – or chatting online – in person with a video expert or writing up a query in more detail at your convenience, we have an appropriate channel.

You can help us to help you by gathering some basic information before you contact us. And we’ll have all your video questions answered just as soon as we possibly can. Drop us a line – always happy to talk video.

Categories vzaar FAQ, vzaar updates
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First things, first..

What is the rest API?

REST stands for representational state transfer. It’s a fancy way of saying you can send HTTP requests to vzaar, and vzaar will do stuff for you.

Basically, the REST API will let you build your own custom platform, off the back of vzaar. You can integrate your own web application into our own, allowing you to harness the years of work which have gone into vzaar, and saving you from reinventing the wheel.

So what does it do?

Imagine a scenario where your videos are added to your web pages automatically, whenever you upload a new one. Hell, why stop there? The API will allow you to upload videos from your own webpages too. If you wished, you could build a whole video application, allowing users to upload and interact with their own content automatically, using the API.

Ok, that’s all a little esoteric. How about some examples?

Video training portals

LearningZen gives its clients the ability to create their own online training portals. The team used the vzaar API to integrate video into this platforms. Giving their clients the option to create video based training portals.

“We were also looking for a service that could be fully integrated into our own product at an API level, eliminating the need for our content creators to leave LearningZen when uploading videos and placing them into their own course materials.” – COO, Thomas Klassen

Read More

Personalised video messaging

Not an application for popping the question remotely. ProposalApp allows sales pros to connect with their prospects, including a video of themselves in their proposals.

Read More

CMS with easy video integration

Parallax are a digital marketing agency. As a result, for them, video forms a single part of a multi-media arsenal they use for their clients. Using our API they created their ‘Expose’ CMS which means their clients can add videos to their sites really, really easily.

“The user simply clicks ‘add video’ in the interface. This adds a video placeholder to the page. They then click on the placeholder and select the video file. The file uploads to vzaar and, after it’s finished encoding, it will play on the page.” – Director, Dario Grandich

Read More

In a nutshell…

The REST API integrates with vzaar’s video management functionality. Allowing things like uploading and accessing video data think of it as allowing you to do all the things you’d normally log into your account to achieve. Except, you know, without actually requiring to login.

Hang-on? Wait?! What?! My account can be controlled without logging in?! That sounds terrifying?!

Well, no. The REST API still requires that you authenticate to perform the majority of actions.

To authenticate with the API, you’ll need your username and an API key (randomly generated muddle of characters, which you can create in your account’s API settings). These two values are then used to generate an OAuth signature, which tells vzaar you have access rights for the request you’re making.

An OAuth what now? Where does that come from? Hold tight and I’ll explain…

The techie bit

The OAuth signature is programmatically generated. However, I wouldn’t get too hung up on the details. We offer a range of libraries, in multiple different languages, which handle most of the nuts and bolts bits for you.

This means that most API tasks are as simple as copying over your username and API token, then calling a function from the library.

Let’s look at the process in Ruby, to give you an idea of how simple it is.

require ‘vzaar’

vzaar = Vzaar::Api.new(application_token: "API token", login: "vzaar login") vzaar.video_details(video_id, authenticated: true)

This will give you all manner information for the video you requested. Like this:

vzaar REST API example

Not bad for three lines of code, right?

Take a look here for all the other functions the ruby gem offers. The libraries in other languages are also similarly well-endowed. You can find a list of them all here, at present we also offer libraries for PHP, .NET, Java, node.js, Scala, Objective C, ActionScript. and ColdFusion.

In Summary

The REST API gives you a lot of extra functionality. Because the vzaar API is so flexible, you’re able to build bespoke platforms to suit your business. It basically means that you can really tune your use of video and use it create your own custom solutions.

Remember, we’re always happy to chat through any video projects, and we love hearing about the different ways businesses are using video so do get in touch with any questions, comments or ideas.

Video Hosting API Developers Learn More

Categories Tech Tips, vzaar updates
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It feels like it’s been a big year in the online video player world. I caught up with vzaar’s Video Player Maestros Terry Anderson and Jon Prince to get a sense of what’s on their minds…

Feature Rich Yet Lightweight Video Player

Terry and Jon have been thinking a lot about the trade-offs between what the video-owner and video-viewer want from a video. Many businesses want more sophisticated security elements to protect their content, want to integrate advertising capabilities, various pay-per-view options, mail capture, and much more. This has to be traded off against the viewer’s desire for a fast, lightweight player. “We’d reached the end of the line for evolutionary tweaking,” Terry told me, “So we’ve redesigned our video players, streamlining communications between the elements.” Jon explained that, “We see API-controlled players as the future, and we’ve built the current players with that vision very much in mind.”

Redesigned Audio Player

“One of my projects this past year has been to build a custom audio player that’s optimised for high-quality audio,” Terry told me. This is in response to a noticeable change in expectations; many more online video based businesses want high quality audio and a more capable audio player. “Most audio players have really been shoe-horned into a video-player,” Terry explained. “Clients are trying to do a lot more with media files and expect a lot more from them.” The challenge has been to put the management and control functionality clients want in such a compact footprint.

HTML5 Video Player

Jon has been focused on vzaar’s HTML5 player. “I think this could be the year we see a big swing away from Flash to HTML5, even amongst businesses with content to protect” he said. “Security remains the biggest reason to stay with Flash, but we’re seeing clients who need security features prepared to forego Flash in order to take advantage of features they can only get on the H5 player. I think momentum is building and it’s only going one way.”

Terry added, “An RTMPe -equivalent security feature is what’s missing, and it’s coming. I think Flash will continue to be important in certain niches; for people in Developing countries who use older devices or small segments who are stuck with old versions of browsers.”

The Mobile Video Environment

The shift to viewing online video on mobile devices has been the other big trend pre-occupying Terry and Jon. “We see stats that say that Ad Revenues on mobile devices are more than doubling year-on-year, eight-to-ten times faster than revenues from other devices. And we are seeing similar trends amongst our business clients,” Terry told me.

“There’s been a proliferation of device/browser combinations in the past couple of years and the prevalence of mobile viewing means that clients want all the bases covered,” said Jon. “Samsung highly customizes its Galaxy browser, for instance, and although Windows phone is kind of in a twilight zone, it does have small communities of very committed supporters.”

“But,” Terry continued, “it looks like there is more standardisation coming amongst Android/Chrome handsets, so this issue may grow less intense as the market settles towards iOS and standard Chrome.”

IFrame Improvements

Looking ahead, Jon and Terry are excited about the work they are currently doing to modularise the player environment, in particular abstracting the iFrame layer. “Tactically, this will accelerate future feature releases, speed up testing and release processes, and make for faster bug-fixing,” Terry explained. “But the really exciting thing this gives us is that it allows us to start augmenting the video world with richer surrounding data and features. This will take us way beyond play-pause-rewind to an environment where many layers of presentation and information can be experienced by video-owner and video-viewer.”

Categories vzaar updates
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There’s a lot to be said for video advertising, done successfully your videos can start to bring in a lot of extra revenue.

But, did you spot the key phrase? Done successfully. Our video advertising tool is a very simple way to get started with video advertising – but it’s not enough to just slap an ad tag into your video and expect the pennies to come rolling in.

The more views your video gets, the more you’ll earn. And there’s a few smart ways to maximise your video traffic…

1. Create A Calendar of Key Dates

Who are you targeting? Once you know this you can start to think about the dates that are relevant to them, and plan advertising campaigns around that.

Take Futbol Sites for instance, Latin America’s largest network of football websites. Pretty clear audience here: football fans. And what was one of the key dates in every football fans diary last year? The World Cup of course.

During the World Cup, Futbol Sites saw its traffic increase by a pretty humungous 300%. This huge growth, teamed with the team’s ability to add advertising tags to their videos, made them a very attractive option to advertisers like Ford, Gatorade, Pringles and more. The video adverts added an extra revenue stream for the business and meant that all of those extra views didn’t go to waste (full story).

2. Drive Traffic With Video SEO

Ok, ok not every industry will have massive global events that they can use to their advantage. But, you can still nudge up your video views with video SEO.

By submitting a video sitemap to Google you will ensure that your pages are returned whenever anyone types in a relevant search term. Try including the word “video” in your titles and descriptions. This will act as a sort of pre-qualifier of your traffic. People searching for videos should be actually interested in watching them. You’ll not only drive up traffic, you’ll also drive up view counts too.

3. Use An Attractive Poster Frame

Before your video adverts can start bringing in the advertising revenue, they first need to be seen. And for that to happen you have to get your audience to hit the play button. The poster frame image is crucial, it needs to be attractive and compelling.

  • Human faces or graphics?
  • Bright & colorful or black and white?
  • Lots of copy or none at all?

Our usual preference is to use a title so that the visitor has a rough idea of what the videos about. We team this with a…let’s say… “quirky” image. The familiar title with an unusual image piques the curiosity. For instance, in the video above. How does the poster frame relate to the title “Video Advertising”? It just tempts you to click play and find out how the two fit together.

Here’s some more examples so you can see what I mean.

Video Poster Frame Example 1

Video Poster Frame Example 2

Video Poster Frame Example 3

Typically, you should make sure your video play button is always visible, so that your visitor knows there’s some video goodness waiting to be unlocked (instead of just an image).

4. Hold Viewers Interest

This tip is more relevant if you’re using mid or post roll video advertising. The challenge here is to keep the viewer watching long enough for them to hit the ad.

I strongly recommend cutting down any “blank space” in your video. Keep introductions to a minimum and make sure your visual varies. What you don’t want is a long static shot while your presenter rambles: “hello I’m Jane and today I’m going to go into the various problems, but also look at the solutions, of the three types of ways you can use….yada yada yada”

See? I even got bored typing that.

5. Stream Video Reliably

The video hosting platform you use is really pretty critical to your success with video advertising. If the platform isn’t fit for purpose you’ll run into trouble. Here’s a checklist of things you should check:

Encoding Control

You need to make sure that your videos load quickly with minimal buffering. You can do this in one of two ways. Either, reduce your videos bitrate. This will keep the file size down. The lower the file size the faster it will load.

Or, you could use dual encoding. This basically gives you two versions of the same file. One in standard definition which is smaller and will load quickly for viewers on slow internet connections. One in HD which looks great and keeps viewers with high speed internet connections happy.

More on that here.


Global CDN

Your videos should be accessible to a global audience. For this, you need a global CDN with points of presence all over the world. This means that wherever your viewer is located, the video is streamed from the server which is closest to them.

Mobile Video

CISCO predict that nearly 3/4 of the world’s mobile data traffic will be video by 2019.

Takeaway? If your videos don’t play on mobile you’re missing out on a massive audience. Your video hosting platform should be compatible with all devices; that’s desktop, mobile and tablet.

You should also check that the html5 player comes with video advertising – it’s not always a given. You’ll need to be sure that your ad tags are compatible.

In Summary

Making money from video advertising basically involves two things.

First, you need to have enough video views to generate significant revenues:

  • Key campaign dates
  • Video SEO
  • Attractive poster frames
  • Engaging videos

Second, you need to choose the right video hosting platform, to ensure your videos (and their adverts) play back reliably. Be sure that it gives you:

  • Mobile compatibility
  • Global CDN
  • Control over encoding

And, the number one thing you need: an easy way to add your ad tags.

We all have busy working lives, it really doesn’t need to take hours and hours to get started with this. Just grab your ad tag, paste it into the interface and adjust one or two settings. If it’s harder than that – you’re doing it wrong.

Video Advertising Tools For Publishers

We’ve just filmed this month’s video talking about our video advertising feature. We spent a lot of time on this, as actually we’ve done in the past, trying to think up a cool and interesting concept to tell our story. And we kind of got to a point of “why are we spending so much time?

What we should be doing is repeatedly using a creative device.

What Is A Creative Device?

A creative device is basically exactly what it says on the tin; it is a device you use in a creative fashion to help tell your story, make a video, whatever. You could consider a creative device to be where you shoot something. For instance, we always shoot in this room with this back drop, this lighting. So, if we need to go and shoot a talking head we know exactly what we’re doing: come in, set the camera up, mic on, go – it’s easy.

The creative device that I’m talking about for this video is a stylistic one, and the style was EPIC.

We made a video talking about our Tinypass feature before Christmas. To tell that story we had our designer, Virginia, running in a massive epic journey right across London. So we thought why don’t we use that creative device again. And we did.

Why Should You Use A Creative Device?

Once you’ve decided on your creative device, it makes life so much simpler to concept. Instead of sitting in a meeting going “how should we tell this story?” what you can now say is, “how can we tell people about advertising…in an epic fashion?”

It narrows down the criteria and makes it much easier to come up with a concept. You know (kind of) what you’re gonna try and do in the first place, you just need to add a story in around it.

Brilliant so much easier!

Learn How To Make Business Videos Work

Categories Video Production, vzaar updates
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