Frequently Asked Questions
Common questions and answers about using MyStudio.
Getting Started
How do I sign up for MyStudio?
Visit the beta signup page and complete the registration form. You'll receive an email with your login credentials once approved. Learn more →
I forgot my password. How do I reset it?
Click "Forgot password?" on the login page, enter your email, and follow the link in the email you receive. Learn more →
What's the difference between Client Manager and Client User?
Client Managers can approve quotes, create projects, and manage other users. Client Users can view projects and add comments but have limited permissions. Learn more →
Projects
How do I create a new project?
Click "New Project" from your dashboard, then follow the 3-step wizard to provide your video requirements. Learn more →
Can I edit my project after submitting?
You can add comments and attachments, but core project details should be discussed with your production team.
What do the different project statuses mean?
Projects move through stages: Draft → Awaiting Quote → Quote Pending → In Production → In Review → Completed. Learn more →
How long does it take to get a quote?
Turnaround depends on project complexity. Typically 1-3 business days. Contact your production team for specific timelines.
Video Review
How do I leave feedback on a video?
Pause the video at the moment you want to discuss, type your comment, and click Post. Your comment will be linked to that timecode. Learn more →
Can I share a video with someone outside the system?
Yes! Use Public Review Links to share videos with external reviewers who don't need an account. Learn more →
How do I compare different video versions?
Use the Version Comparison feature to view two versions side-by-side with synchronized playback. Learn more →
What video formats are supported?
MyStudio supports videos from Vimeo and Bunny Stream (direct upload with HLS transcoding). Learn more →
Quotes & Invoices
How do I approve a quote?
Go to your project, click the Quotes tab, review the quote document, and click "Approve Quote". Learn more →
Can I negotiate the quote?
Yes! Click "Request Changes" and provide specific feedback about what you'd like adjusted.
How do I pay an invoice?
Click on the invoice to view payment options. Available methods depend on your production company's setup. Learn more →
What happens if I miss a payment deadline?
The invoice will show as "Overdue". Contact your production team to discuss options.
Comments & Communication
How do I mention someone in a comment?
Type @ followed by their name. Select from the dropdown to notify them. Learn more →
Can I delete my comments?
Yes, click the menu on your comment and select Delete. Admins can delete any comment.
How do I know when someone responds to my comment?
You'll receive a notification. Check the bell icon in the top navigation for updates. Learn more →
Company Assets
What types of files can I upload?
Images (PNG, JPG, SVG), documents (PDF, DOC), fonts (TTF, OTF), and more. Learn more →
Who can see my company assets?
Your company team members and the production staff working on your projects.
Is there a file size limit?
Most files can be up to 5 GB. Profile images are limited to 5 MB. All files count against your storage quota.
Technical Issues
The video isn't playing. What should I do?
- Check your internet connection
- Try refreshing the page
- Clear your browser cache
- Try a different browser
- Contact support if issue persists
I can't log in. What's wrong?
- Verify your email address is correct
- Check that Caps Lock is off
- Try resetting your password
- Contact your administrator
The page is loading slowly.
- Check your internet connection
- Close other browser tabs
- Try a different browser
- Clear browser cache
I'm not receiving email notifications.
- Check your spam/junk folder
- Verify your email address in Settings
- Check notification preferences
- Contact support to verify email delivery
Account & Settings
How do I change my password?
Go to Settings and click "Change Password". Enter your current password and new password.
How do I update my notification preferences?
Go to Settings → Notifications. Toggle which notifications you want to receive. Learn more →
Can I use MyStudio on mobile?
Yes! MyStudio works on mobile browsers with a responsive design optimized for touch.
Project Requests
How do I submit a project request?
Click "My Requests" in the sidebar, then "New Request". Fill in your project requirements and submit. Learn more →
How long until I receive a quote?
Typically 1-3 business days depending on project complexity. You'll receive an email when your quote is ready.
Can I modify a request after submitting?
Once submitted, contact your production team to discuss changes. You can withdraw and resubmit if needed.
What happens after I approve a quote?
Your request is converted to an active project and production begins. You'll have full access to track progress.
Subscription & Billing
What subscription tiers are available?
MyStudio offers Free, Starter, Freelancer, and Studio tiers with increasing limits and features. Learn more →
How do I upgrade my subscription?
Go to Admin → Subscription and click "Upgrade Plan". Choose your new tier and complete payment.
What are the storage limits?
Free: 5 GB, Starter: 50 GB, Freelancer: 500 GB, Studio: 1 TB. Additional storage can be purchased.
Can I cancel my subscription?
Yes, go to Admin → Subscription and click "Cancel Subscription". You'll retain access until the period ends.
How does billing work?
Choose monthly or annual billing. Annual saves up to 20%. Payment is processed through Stripe.
Team Management
How do I invite team members?
Go to Admin → Portal Settings → Team tab, click "Invite Team Member", enter their email and select a role. Learn more →
What roles can I assign?
Available roles are: Admin, Producer, Director, Editor, and Accounts. Each has different permissions.
How many team members can I have?
Depends on your subscription tier. Free allows 3, paid plans allow unlimited team members.
How do I remove a team member?
Go to the Team tab in Portal Settings, find the member, and click "Remove". They'll lose access immediately.
Support
How do I get help?
Click "Support" in the sidebar to create a support ticket. Our team will respond based on priority. Learn more →
How long until I get a response?
Response times depend on priority: Critical (hours), High (24 hours), Normal (48 hours), Low (within a week).
Can I track my support tickets?
Yes, all your tickets are visible in the Support page with current status and response history.
Staff Questions
How do I add a new client company?
Navigate to Admin → Companies and click "New Company". Fill in the company details. Learn more →
How do I upload a video for client review?
Open the project, go to Review Videos tab, click Upload Video, and choose your video source. Learn more →
How do I customize the portal branding?
Go to Admin → Portal Settings to update your logo, colors, and other branding elements. Learn more →
How do I manage user permissions?
User roles are assigned when creating or editing users. Different roles have different capabilities. Learn more →
How do I manage project requests?
Go to Admin → Project Requests to view, quote, and convert incoming requests from clients. Learn more →
Where do deleted items go?
Deleted items go to Trash for 30 days. Admins can restore them from Admin → Trash. Learn more →
Still Need Help?
If you can't find the answer to your question:
- Create a support ticket for technical issues
- Check the Troubleshooting Guide
- Contact your production team directly for project-specific questions
Last updated: January 2026