FAQs

We are adding the most common questions raised by the community here. If you cannot find the answer your need, don't hesitate to check our forum.


1.Website

A: Most likely there is a problem with your password. Go to the password reinitialization page and input your email address. Inside the email we send, click the link to change your password.

If you cannot successfully reset your password, there might be an issue with your email address. You can try logging in using one of your other email addresses.

If this is your first time logging in after registration, and no other email address works, there might be a typo in the email address you entered when signing up.  Please email us at support@goanimate.com and we’ll help you get that sorted out.

A: You may have used a different email address to register. Can you double check and try logging in using one of your other email addresses.

If this is your first time logging in after registration, and no other email address works, it may be that there is a typo in the email address you entered when signing up.  Please email us at support@goanimate.com and we’ll help you get that sorted out.

A: All the videos you create are displayed on your videos page. To access this page, mouse over the “Your Home” link in the top navigation and click on “Your Videos”. If your videos is not listed there, it might not have saved properly or you might have used a different account to create it.

A: To edit Quick or Full videos after you have saved them, please log in and visit the Your Videos page (Your Home / Your Videos). Mouse down until you see the title of the video you want to edit. Scroll to the left hand side of the page and click on “Edit.”

A: Yes! We have a platform made for educators that only includes controlled content and lets users interact in a private environment. Visit http://goanimate4schools.com for more information.

A: It takes time to build your audience, so don’t worry if at first you don’t get many views.  The best way to grow your audience is to share your videos on other sites.  You can also interact with other users, become their fan and share their videos as well.  The connections you make on GoAnimate will help you get more views.

A: Yes. When you save your video, you have the option to do so as public or private.  Public videos can be discovered by anyone through searching and browsing.  This is a good option if you want more views.  Private videos cannot be discovered by searching and browsing.  Private videos are also hidden from search engines.  So nobody will find your videos unless you share the link with them.  Keep in mind that if you share a private video with someone, and they share that link with others, the new people will be able to view the video.

A: To delete your account, please email support@goanimate.com with the following information:

  • username
  • email address attached to account
  • last four digits of credit card (if applicable)
  • name on credit card (if applicable)

A:  To opt out of the auto-renewal program, please log in to your account and click “Your Account” and select “Account Settings”. If you’re a business subscriber, slide the auto-renew toggle switch to “OFF”. If you’re a GoPlus user, click the “Cancel Auto Renew” button.

2.Business

A: GoPublish offers a limited commercial license. Distribution and monetization is limited to YouTube, similar ad-supported video hosting/viewing sites and your own website.

GoPremium and GoTeam share the same commercial rights, which are more robust than those of GoPublish. All distribution and monetization via internet or physical media is included. Distribution via traditional mass media (terrestrial or cable tv) is excluded.

Your license does not automatically grant you the rights to produce videos for the business use of others. For more information about this, please see the FAQ “Does my license include the right to sell my videos to clients?”

A: As long as you have had a business subscription, your rights will apply in perpetuity, even following the end of a subscription.

A: We do not offer a one-time commercial license for Basic Users. Existing GoAnimate for Business subscribers may opt out of their subscriptions at any time from their account settings page. They do not need to purchase separate one-time licenses to continue to use their videos following the end of a subscription, however they should note that their ability to re-edit videos will be limited. Additionally they will lose their business account privileges which may include the following:

·  Access to Business Video Makers and Character Creators

·  1080p downloads and exports (GoPremium only)

·  Free 720p downloads and exports

·  Ability to remove a watermark (GoPremium only)

·  Ability to replace a watermark with your own (GoPremium and GoPro only)

·  Hosted copies, played via links or embeds, will again show the GoAnimate watermark (GoPremium and GoPro only).

·  Playback may be limited to a fixed number of views.

A: Our business subscriptions are broken into monthly, quarterly, or annual pricing and are set up in the auto-renewal program by default. If you would like to create one video only, we suggest signing up for a monthly or quarterly subscription, depending on how quickly you anticipate finishing your video. Create your video. Download or export it. Once you’re finished, visit your account settings page and opt out of the auto-renewal program to avoid further charges.

A: Multiuser accounts will be available for purchase on the site soon. In the meantime we can set this up for your company manually. Email sales@goanimate.com, subject line: Multi-User Account with inquiries about this.

A: In order to monetize your videos on YouTube or elsewhere, you will need a GoPublish account or higher. You can sign up at the following link: http://goanimate.com/business.

A: We ask for station(s) and market(s) covered in order to get started.  It’s really just a conversation starter to begin assessing the revenue potential of the project.

A: No, Our commercial licenses convey rights to the finished video only. GoAnimate retains all rights to the platform and component parts. Obviously, if you upload your own creative assets for which you own the rights, we make no claim to those.  The sentence above refers to our proprietary creations only.

A:  Your license allows you to sell your video directly to end users for their personal use.  This would cover use cases such as entertainment, education, etc.
Your license does not automatically grant you the rights to produce videos for the business use of others.  Put in legalese – your commercial rights are non-transferable if you are a GoPublish or GoPro subscriber.  If you are a GoPremium subscriber, you may transfer your commercial rights to a third party by purchasing a commercial rights transfer on the site.  This can be done from the Dashboard, Video Listings page, Video page or Publishing tool.

A: We are not set up for free business trials, but you can test out our business-exclusive themes by visiting http://goanimate.com/videomaker. Mouse over the theme of your choice and click on the button that reads “Preview for Free”. After clicking on it, you will be brought into the Video Maker. Please note that you will not be able to save your video.

A: We have an automated system for upgrading. You may upgrade at any time by logging into your account and visiting your account settings page. If you run into trouble, please email sales@goanimate.com.

A:  To opt-out of our auto-renewal program, please login to your account, then visit “Your Home” and “Account Settings”.  About halfway down the page, you should see a large button which says “Disable Auto-Renew”.

A:  Yes. You can use a debit card backed by one of the following payment networks: VISA, Mastercard, American Express, or Discover.

A: To update the card on file for your business account, please email support@goanimate.com from the address attached to your account. In the body of the email, include the following:

•  username

•  email address attached to the account

•  last four digits of your current credit card,

•  name on the card

This will help us identify your account. Following this, we will send you a secure link that will allow you to update your information yourself.

A: Our refund policy for GoAnimate for Business is to give money back within 7 calendar days of the most recent transaction. If your request falls within that time line, we would be happy to refund you. If not, we can help opt you out of the auto-renewal program to avoid further charges. To request a refund, email us at support@goanimate.com and include the last four digits of your card, the name on the card, your user name, and the email address attached to your account. Please send your message from the address attached to the account.

A: The option to remove the watermark completely, or to upload multiple watermarks is available with a GoPremium subscription.

A: We now have an automated system for watermarks. Please submit your watermark to us for approval in your account settings page. The watermark approval process can take up to 1-2 business days. Following approval, you will receive a confirmation email with instructions.

If you have a GoPro subscription, your watermark will automatically show up on all of your videos following approval.

If you have a GoPremium subscription, the default setting is no watermark. If you would like your watermark to show up on a video, select the “switch watermark” option in your edit video options. To do this in a GoPremium account, please:

•  Go to “Your Home” and “Your Videos.”

•  Select the video of your choice by clicking on the title. That will bring you into the Full Video Maker studio.

•  At the bottom right of your animation, there will be a little wheel image. Click on it. A drop-down menu will appear.

•  At the bottom of the drop-down menu, you will see an option that say “Switch Watermark.” Click on it.

•  A pop-up will appear. There you will have the option to remove a watermark completely, to use a watermark you have already uploaded, use the GoAnimate watermark, or to upload a new watermark.

•  To remove the watermark completely, select the red circle with the dash across it.

A: Please use the following guidelines when uploading a watermark for GoPro or GoPremium accounts:

Formatting:

•  Width: 180-300px (required)

•  Height: 80-120px (required)

•  File format: .PNG (required)

•  Logo: opaque, not white (required)

• Background: transparent (preferred)

Please note we cannot approve completely clear watermarks or white logos on clear backgrounds for GoPro users. The option to remove a logo is available with a GoPremium account. Please upgrade if you do not want a watermark on your videos.

A: The ability to remove the GoAnimate watermark is a feature of our GoPremium and GoTeam subscriptions. All other subscription plans will see a branded video player.

A: There are two levels of protection you can use with your videos.

Before diving into those two levels, we’d like to provide some context. Videos created with our platform are automatically hosted by us. We offer this service for free. The hosted copy can be easily shared/pubished to internal properties such as blogs, LMSs, authoring tools or external properties such as social media. This type of sharing is very light – it involves only sharing a link, or easily copy/pasteable embed codes. We also offer the ability to download the actual video as an .MP4 file. By contrast, these files are heavier (often 10MB or more per minute) and not as conducive to regular office communication.

1) Upon saving/publishing your video, there is an option to save as “public” or “private”. By selecting “private”, your video will only be discoverable by those with whom you share the link. Random site visitors exploring our site will never see your video. It will also be invisible to and ignored by search engines.

1A) If somehow a link “escapes” — for instance, an employee relying on auto-fill accidentally sends an email to their similarly-named friend instead of you — there is a quick fix. Open the existing video. Copy. Save the new video as “Private”. Delete the old video. All previously distributed dlinks will now return a blank page. But your information will be secure. Only those with the new link will be able to access the video.

2) Some businesses prefer an even deeper level of security. Or they may have internal policies requiring them to keep their information off external servers. Certain industries are bound by law to keep their information off external servers. In these cases, the process is also simple. First, complete the video. Download the video as an mp4 file. Archive this .MP4 on your own internal servers. Then delete the original version from GoAnimate. This option offers the highest level of security. But there is a degree of inconvenience. Since the video has been deleted on GoAnimate, it can never be re-edited. Even subsequent small changes will require it to be rebuilt from scratch.

A: Per our Terms of Use,
 
“You agree that GOANIMATE is free to use Your Submission for the purpose of providing you with the associated services and you grant GOANIMATE a sublicensable, perpetual, nonexclusive, worldwide, sublicensable (through multiple tiers), royalty-free license to (in any media, whether now known or not currently known or invented) link to, utilize, use, publicly perform, publicly display, reproduce, distribute, modify and prepare derivative works of Your Submission. You acknowledge and agree that unless you have specified otherwise when you submit Your Submission, Your Submissions may be used and reproduced as a digital copy by other GOANIMATE users and the other GOANIMATE users will be able to modify the digital copy made. GOANIMATE hereby grants to other users the right to use and reproduce Your Submissions and to modify the digital copies of Your Submissions made to create Videos.”
 
That language is in there since GoAnimate is a closed system. All the production elements are available to all users, and we need to protect against the (admittedly, one in a million) chance that two users create the exact same video. It also provides blanket coverage to us for providing the “Community Library” folder to which users can contribute production elements, such as backgrounds and props, for use by other users.
 
For your practical purposes, after producing a video, simply publish as private. Your video will still be hosted on GoAnimate for free, and you can point your audience to it using our links and/or embed codes. However, visitors to the site will never see it. It will not be discoverable unless they somehow stumbled across a URL shared by you. If you have no need for our free hosting, you can also first download your video as an mp4, and then delete the original off of our servers. However, we don’t recommend this approach as it prevents you from going back and re-editing your video in the future.
 
You’ll also notice the absence of a “copy” button while viewing videos created by others.
 
To summarize – Private means private.

A:

For Mac Users:

  • Open your file in Preview
  • Visit “Tools”
  • Select “Adjust Size”
  • Select “Pixels” (next to width and height sections)
  • The number of pixels in the width and height sections will appear.
For PC Users:

A:

For Mac Users:

  • Open your file in Preview
  • Visit “Tools”
  • Select “Adjust Size”
  • Select “Pixels” (next to width and height sections)
  • Make sure “Scale proportionally” is checked
  • Adjust width or height as needed.
  • Hit “OK” when ready
  • New image will be ready.
  • Hit export.
  • Select where you’d like to save your file in dropdown menu “Format.”
  • If needed, change “Format” in dropdown menu to “PNG.”
For PC Users:
  • Please visit: http://www.online-image-editor.com/
  • Upload your image
  • Your image width, height and size will show up in the bottom left corner.
  • Select “Resize” from the top of the screen
  • Make sure “Aspect Ratio” is selected.
  • Fill in “width” OR “height” areas.
  • Select “Apply” and the size will be automatically adjusted proportionally.
  • Select “Save” from top left side of site.
  • Select “Save Image Local.”

A: Although you can make videos of unlimited length in the Video Maker, we recommend limiting them to less than 4 or 5 minutes. Making shorter videos will provide ease in downloading and exporting, as well as with lip-syncing. It will also better captivate your audience. If you need to make a longer video, we suggest breaking it up into smaller chapters for the best possible results.

If you are experiencing a limitation in video duration of 30 seconds in the Video Maker, please note this only applies to non-subscribers. This will be lifted immediately upon purchase of a plan.

Videos made with our Templates are limited to 30 lines of dialogue for business subscribers, which translates to about 2-3 minutes in length. Each line of dialogue is limited to 180 characters. If you need to make a longer video, we recommend creating it in the Video Maker and/or using our Starters to save time.

Non-subscribers will be limited to 10 dialogue lines when using Templates. This will be lifted immediately upon purchase of a plan.

3.Video Maker

A: Basic users cannot download or export their videos. GoPlus and Business users may export directly to YouTube as well as download their videos. To monetize on YouTube, you must have a Business account.

A: Use our Character Creators to build your own cast of characters: http://goanimate.com/videomaker/cc. They’re quick and easy to use and show off a large range of character types.
 
If you know how to use Adobe Flash and would like to upload your own Flash files into the Full Video Maker studio, you may do so with a GoPlus or Business account.

A: In our Quick Video makers, you can add voices to your characters either by typing your dialog, which is the default option or by recording yourself with a microphone. Switch to voice recording using the small icon on the bottom right of the input text field.

In our Full Video Makers, a “Character Panel” slides out when you select a character on the Stage.  Choose the “Voice” tab from this panel.  This will reveal a drop down menu with three options – Text-to-Voice, Mic Recording or File Upload.

A: We do not have any downloadable version of GoAnimate for now. It is purely an online tool.  We may consider developing such a tool in the future though.  If you are interested in such a product let us know at sales@goanimate.com.

A: We optimize backgrounds for HD video by resizing images to 1080 px in height.  For optimal results, please use 1679×1080 images. If you don’t intend to export your movie in full HD, 1119×720 is fine too.  In practice, the system can accept images of smaller dimensions but they won’t look as nice.

A: When you purchase characters from our library or create custom characters in the Character Creator, they will be stored in your account and accessible from all relevant Video Makers.

In our Quick Video Makers, click on the “Use my own characters” link to see a list of compatible purchased characters for that Video Maker.

In our Full Video Makers, the characters will be accessed via the “Tray” at the top left.  You will find the characters stored under the “Characters” tab of the matching “Video Maker”, right alongside the free characters provided with that Video Maker.  If you are a GoPlus or GoAnimate for Business subscriber, you can use the Video Maker drop down menu to quickly navigate between Video Makers.  Please note that your purchased characters are not stored under “Your Stuff”.  That folder is reserved for assets you upload using our “Import” tool.

A:

For Mac Users:

  • Open your file in Preview
  • Visit “Tools”
  • Select “Adjust Size”
  • Select “Pixels” (next to width and height sections)
  • The number of pixels in the width and height sections will appear.
For PC Users:

A:

For Mac Users:

  • Open your file in Preview
  • Visit “Tools”
  • Select “Adjust Size”
  • Select “Pixels” (next to width and height sections)
  • Make sure “Scale proportionally” is checked
  • Adjust width or height as needed.
  • Hit “OK” when ready
  • New image will be ready.
  • Hit export.
  • Select where you’d like to save your file in dropdown menu “Format.”
  • If needed, change “Format” in dropdown menu to “PNG.”
For PC Users:
  • Please visit:  http://www.online-image-editor.com/
  • Upload your image
  • Your image width, height and size will show up in the bottom left corner.
  • Select “Resize” from the top of the screen
  • Make sure “Aspect Ratio” is selected.
  • Fill in “width” OR “height” areas.
  • Select “Apply” and the size will be automatically adjusted proportionally.
  • Select “Save” from top left side of site.
  • Select “Save Image Local.”
A: Generally speaking we are unable to accommodate requests to build custom characters. When we do, the cost is approximately US$10,000 – 20,000 per character, but that pricing is highly dependent on the number and nature of actions/expressions needed.
 
If you’d like to move forward with a custom character order, please email sales@goanimate.com, and provide us with a list of desired actions and facial expressions. With that information, we will be able to give you an accurate quote.

A: You can import images as backgrounds or props, .MP3s, .MP4s, and Flash files into the Full Video Maker studio. To do so, click on the “Import” button. Select your file, and then upload.

A: To upload props or backgrounds, simply use the “Import” tool once you’re inside the Full Video Maker in your theme of choice. You can also upload music, images, video, or Flash files.

Props can slide around or perform simple movements (up, down, left, right). They can be controlled by our new Enter/Exit tool.

However, imported objects cannot be integrated with our character menus; meaning they cannot lip sync or perform complex movements. For those types of things, you should customize your own character in our Character Creators. Character Creators can be found by scrolling down our Video Maker page: http://goanimate.com/videomaker.

To reiterate:

  • You CAN import your own background or props.
  • You CANNOT import your own character and animate it with our character menus.
  • You CAN use our Character Creators to customize a character, and that will work with our character menus.

4.Usage Guidelines

A: We want to make the GoAnimate community a place of mutual respect and tolerance.  As a result, we may hide some videos from the community when we think they are inappropriate.  If your video has been hidden, you can remove the inappropriate content and save it again.  It will be published as soon as it is reviewed.  Here are the types of contents we may ask you to remove:

  • Pornography, Nudity, and Sex
  • Illegal drug use
  • Intense violence involving real humans
  • Profanity, Race Abuse, and Hate Speech

A: We strive to maintain a happy, productive community of users.

If you believe someone is doing their best to stop that from happening and we see evidence of hate speech or of inciting others to commit a crime, we reserve the right to block the videos or bar the user. Please do not use the forums or other public venues to discuss; instead please email us directly and privately at support@goanimate.com.

If someone is harassing you or making you feel bad without inciting a hate crime or using hate speech, then we cannot block the videos nor bar the user. In our experience, such measures fail anyway, as the videos are quickly replaced from new accounts. Similarly, in accordance with our privacy policy, we cannot share the contact information of our users.

However, you can still use our site to contact the user directly if you wish. Simply register for a free account if you have not already done so (there will be no obligation to pay, ever). Then use the “Message” feature to send a message to the user. We suggest this approach as a first course of action toward resolving the issue constructively and amicably.

GoAnimate retains all rights to the individual components (characters, backgrounds, props, or any asset that we created) of the GoAnimate platform, and to the platform itself.  Therefore, using our images on materials outside of the site (such as a book, comic, video game, coffee mug, t-shirt, etc.) is violating our copyright.

GoAnimate considers requests to use elements of our platform in other projects on a case by case basis. The majority of cases are rejected as most are projects that have nothing to do with our core business. Approved projects have set limits about usage and defined commercial terms when applicable by way of a mutually agreed upon contract. If the project is a for profit venture, then our contract will contain some kind of revenue share.  If the project is something that would be  distributed for free, the contract would say so.

GoAnimate is more likely to consider such projects from longtime community members than from the general public.   The profit potential of the project is not a deciding factor: your labor of love would outrank a great coffee mug idea from someone we’ve never heard of. The most important part is that we know you are “invested” in GoAnimate, and share our concerns about protecting the core IP of the site.

If you are thinking of using our assets in a side project, please contact us first at sales@goanimate.com.

Fair Use is an exception to the exclusive right granted by copyright law to the author of creative work. It permits limited use of copyrighted material without acquiring permission from the rights holders, so long as the final product has a completely different meaning than the original work. The most common cases that would apply in this context are satire and parody, which imply the inclusion of commentary and criticism.

If you plan to pursue a project based on Fair Use of someone else’s copyrighted material, please seek professional advice before moving forward.   The underlying legal issues are not as simple as they sound in a short summary such as this.

Creative Commons license is used when an author wants to give people the right to share, use, and even build upon a work that they have created. It also protects the people who use or redistribute an author’s work so they don’t need to worry about copyright infringement so long as they abide by the author’s stipulations by way of the license(s) they choose.

In almost all cases, simply citing Attribution (such as using someone else’s logo) is not enough without getting the author’s permission first.

If you are thinking of citing Creative Commons in order to create your work, we suggest seeking advise from a legal professional first.

GoAnimate does not license any of its intellectual property under Creative Commons at this time.  GoAnimate reserves all rights to the individual components of the GoAnimate platform, and to the platform itself.

5.Downloading GoAnimate Videos

A: The option to download is available to GoPlus and Business users. On the video page, a “Download video” button is located right below the player. Make sure you are logged in to the site or the button won’t appear.

A: The video is exported as a .mp4 file(mpeg4) with the following spec:

For 360p:
  • H264 video encoding
  • 640×360 pixels in size
  • 3,60 Kbps, 24 frames/s
  • audio as AAC (44100Hz, 128Kbps, stereo)

For 720p:

  • H264 video encoding
  • 1280×720 pixels in size
  • 3,200 Kbps, 24 frames/s
  • audio as AAC (44100Hz, 128Kbps, stereo)

If you are a GoPremium user, video will be converted with additional high quality settings (1080p):

  • H264 video encoding
  • 1920×1080 pixels in size
  • 6,400 Kbps, 24 frames/s
  • audio as AAC (44100Hz, 192Kbps, stereo)

If you cannot view your downloaded video, you may need to install Quicktime, or you can just export it to YouTube directly. If you don’t have a business account, we will add a GoAnimate watermark and end credit to the video. Purchase a business subscription if you want to remove or replace our logo or remove our branding.

A: If the video you downloaded does not work or has problems, contact us at support@goanimate.com and we will re-process it to make sure it is up to standards.

A: No, we do not update the MP4 version of your video after conversion. If you want to create an updated version you will need to convert the video again.

A: This feature is only available to GoPremium business account holders.  They are able to download their videos with no watermark and no end credit.  To learn more about the GoPremium plan, please visit http://goanimate.com/business/videoplans.

A: At the moment it is not possible. You can use software on your computer to merge the videos together and create one big video if needed. If you wish to have this feature, let us know on the suggestions forum.

A: We will keep your video for download for 30 days after conversion.  So make sure you download it within this period of time.  You will need to convert it again if you want to do so after the time limit.

A: Please purchase a business subscription to use your downloaded video for commercial purpose.