FAQs

Getting Started Expand All

+What is the difference between the Express and Pro account?

The Express account is designed for light users who need premium quality captioning and transcription with fast, reliable turnaround. There are no minimums and the price is prorated to the exact duration of each file.

The Pro account is designed for heavy users who require advanced captioning and translation capabilities. The Pro account provides volume pricing, bulk upload options, video platform integrations, API access, full support, and a dedicated account manager. The Pro account supports multiple users, transcription settings, and advanced caption formats, as well as interactive transcripts and other plugins to make videos searchable and SEO-friendly.

Compare plans and pricing

+How do I set up an account?

Once you decide which type of account best suits your needs (compare plans), you can create an account by completing a form for the Express account or the Pro account. You can then log into your account at http://account.3playmedia.com

Learn more

Video Tutorial: Quick Start
Quick Start Guide
Contact us

+What are the prices?

We offer the most competitive prices in the industry. See the full breakdown of plans & pricing for captioning, transcription, and translation. 

+How do I upload my media files?

There are several ways to upload your media files. Navigate to the Upload page and choose from one of these basic options: Secure Direct Upload, Upload Links, or FTP. You can also upload files through the API or import from another video platform. Your files will begin processing as soon as they are uploaded.

  • Secure Direct Upload (HTTPS) – This is the easiest way to upload multiple files directly from your account. Your files must be less than 500MB each.
  • Upload Links – If your media files are hosted on a publicly accessible server, you can simply paste the URL links (make sure that each link points directly to the actual media file – not the web page). For YouTube videos, the URLs should point to the YouTube web pages.
  • FTP – This is a more robust upload method. Always use it for files larger than 500MB or numerous files.

Learn more

Video Tutorial: Uploading Files 
Support Article: Upload Using the Secure Direct Upload Method
Support Article: Upload Using FTP Software
Support Article: Upload Using Links

+Will I be notified when my files are ready?

Yes, when your files have been processed you will receive an email alert.

Learn more

Support Article: Track the Status of Your File

+Can I import files from another video platform or lecture capture system?

Yes, if your media files are hosted by a compatible third party platform, you don’t have to re-upload your files.  Learn more about the 3Play Media’s integrations with video platforms and lecture capture systems.

+Is it possible to develop a custom, automated workflow through APIs?

Yes, you can use our flexible APIs to transfer files back and forth, monitor job status, and integrate with our video plugins. For additional information, see our documentation for developers.

+What is the turnaround time?

For captioning and transcription, standard turnaround is 4 business days. We also offer 2-business-days, 1-business-day, and same-day (8 hour) turnaround for an additional fee. If you have a large archive or a continuous workflow, we will work with you to create a schedule that works best for you.

For automated transcript alignment and caption encoding, turnaround depends on the duration of your files and our capacity at the time of upload. Files are generally completed within a few hours and almost certainly by the next business day.

Learn more about turnaround time

+How do I pay?

You can either pay by credit card or we can invoice you. You also have the option to lock in a discount by prepurchasing an allotment of hours and working off that balance.

Learn more about retrieving invoices and tracking charges to your account

+Are there any minimums?

The Express account has no minimums whatsoever. The Pro account has no file minimums, but there is a minimum initial commitment. See additional details about plans & pricing.

+Do I need to install any software?

Everything is web-based and cross-platform compatible. There is no software to install.

+How do I adjust the transcription settings?

When you upload files you can specify certain transcription settings, such as how to denote speaker identification or treat inaudibles and flagged words. These settings can also be changed at a later time.

Learn more

Support Article: Transcription Settings Explained
Support Article: Add Keywords, Descriptions, and Speaker IDs to a Processing File

+How can I submit additional instructions or special vocabulary when I upload a file?

To add additional instructions or special vocabulary, upload your files as you normally do. Then navigate to My Files and click on the file name. Select the Description tab and type or paste in the additional instructions or special vocabulary. Click Save Changes.

Learn more

Support Article: Add Keywords, Descriptions, and Speaker IDs to a Processing File

+Where can I find additional support?

The 3Play Media support site provides detailed information on a range of topics.  If you can’t find an answer to your question, please send a support request to support@3playmedia.com or contact your 3Play Media account manager. We take all questions and support requests very seriously.  Our goal is to resolve your problem as quickly as possible and communicate the status at every step.