More support resources
Known Issues
Currently there are no known issues. Feel free to burst our bubble and report an issue by oppening a support ticket.
Using Xprove
What file formats can I use with Xprove?
Currently Xprove works with QuickTime and Windows Media.
What sizes can I display my clips?
Xprove displays clips at a width of 320 pixels on the comments page, but can display widths of up to 1980 pixels when using the "view at maximum resolution" option.
Can I post iPod video movies to Xprove's Clips section?
Yes, but we recommend changing the .m4v file extension to .mp4 so your client's browser knows how to display the file.
Can clients post movie clips for me to review?
Yes, they can as long as you give them permission to do so. By default Xprove only allows the account owner to post to the Clips section, but the account owner can give any user permission to upload clips. Go to the People tab, edit an individual's information, and check the box "Can upload clips?". You can also choose this setting when adding a new person to your account.
Can I grant other people on my team privileges to upload clips?
Yes. Just follow the instructions above and grant team members permission as you would any user.
Can clients download clips from the review and approve area?
Yes, as long as the account owner or the person who posted the clip selected "Make this clip downloadable" when uploading the clip, or edited the clip after upload to allow downloading. When a user views a downloadable clip, "Download this clip" appears as an option under the "View at maximum resolution" option. We made downloading optional because we realize some clients like to get everyone's opinion and you might not really want Nancy in accounting's feedback.
Can I limit the access of some team members to certain files?
Access is granted on a per project basis. All members of the team that have access to the project can view and download all files. You can remove an individual from a project anytime.
How do I customize the look of my Xprove account?
Click on the My Account in the upper right of any page tab, and select the Change Settings button in the right column. You'll be presented with several color schemes and an option for uploading your company's logo.
How come time stamping of comments isn't available to everyone?
Currently time stamping of comments only works for QuickTime clips in Firefox or Safari browsers. We're working on a full implementation for all browsers and supported formats.
Can I use my own FTP server with Xprove?
At this time you can't.
How come I can only add people to a project by adding them to a company or creating a new company? That seems cumbersome.
Think of companies as groups of people who frequently work together. It's an easy way to set deafult groups. Remember that you can add and delete specific individuals to a project from any company in your Xprove account. Simply go to the People tab in your project overview and add and delete as many people to the project as you like. You can also add companies from the People tab.
Billing and account management
What credit cards do you accept?
Mastercard and Visa. If there's an outcry to add Discover and American Express, we'll add those.
Do I have to pay with a credit card?
Yes, we don't invoice for services at this time.
Can I cancel or suspend my account?
You can cancel an account from the account settings page. Your account and all associated files will be removed from our servers immediately, so be careful choosing that option. No additional charges will be made to your credit card. Currently you cannot suspend an account, but you can downgrade it to a Free account.
How do I upgrade or downgrade my account?
Click on the My Account link in the upper right of the page. You have the ability to upgrade or downgrade from there. A dirty little secret is that you don't get billed at the upgraded account rate until your next billing date if you are upgrading from a paid account, so if you're going to upgrade - do it early in your billing cycle. (If you are upgrading a Free account, you are billed when you upgrade and that becomes your new billing date.) Note that you can only downgrade an account if your account is currently within the limits of the account you'd like to downgrade to. You may have to delete files and projects to get within those limits.
When is my account charged?
The first charge appears after your account has been active for one calendar month. You are billed for the next month's services. To avoid further charges, cancel your account before your next billing date.
What if my needs exceed the allocations for my Xprove Pro account?
Contact support@xprove.com and we'll do our best to work something out.
Do you have a referral program?
Not really, but drop us a line and tell us who you referred. At the very least you'll get an Xprove holiday card.