Shutterfly Video FAQ
Overview
What is Shutterfly Video?
Is Shutterfly Video free?
What is the file storage capacity for Shutterfly Videos? Are there any limits?
I am having an issue using Shutterfly Video. How can I get help?

Getting started
What are the requirements for Shutterfly Video?
What do I get with a Shutterfly Video basic account?
What do I get with a Shutterfly Video Premium account?

Shutterfly Video Premium account
How do I upgrade my basic account to Shutterfly Video Premium?
Why will my Shutterfly Video Premium account automatically renew?
How do I cancel my Shutterfly Video Premium account? Will I get a refund if I do?

Uploading/adding video
How do I upload a video to Shutterfly Video?
What video file formats can I upload to my Shutterfly?
Can I upload HD video to Shutterfly?
What can I do if I’m not able to upload a video successfully?
What does it mean when my video is "processing" or "optimizing"?
I received an error message after my video uploaded: "Sorry, we’re having problems processing the video!" How can I resolve this?

Playback
What do I need on my computer for successful video playback?
There’s a green spinner on my video as it loads, but the video never seems to start. Why?
How do I rotate my video?
What is HD? Is HD on Shutterfly Video the same as HDTV?
Do I need to have a Shutterfly Video Premium account to view videos in HD?

Sharing videos
Once I’ve uploaded videos to Shutterfly, how do I share them by email?
Once I’ve uploaded videos to Shutterfly, how do I post them to my Shutterfly Share site?
Do family and friends need to be Shutterfly members to view videos I post to my Shutterfly Share Site?
Once I’ve uploaded videos to Shutterfly, how do I post them on social networking sites such as Facebook?

Managing my videos
How can I view a list of my uploaded videos?
How do I organize my videos?
How do I create a folder?
How do I move a single video file to a folder?
How do I move multiple video files to a folder?
How do I switch between video folders?
How do I delete a folder?
How can I organize videos on my Shutterfly Share site?
How do I edit the title or description of a video on my Shutterfly Share site?
How do I remove a video or video thumbnail from my Shutterfly Share site?
Does removing a video from my Shutterfly Share site also delete it from my Shutterfly Video account?
Is there a way to delete a video from all my Share sites and from my Shutterfly Video account?

Downloading videos
Can I download my videos from my Share site onto to my computer?
In what format will my videos download?

Your Shutterfly Video account
How do I check the status of my Premium account or request cancellation?

Overview

What is Shutterfly Video?
Shutterfly Video allows you to upload videos to your Shutterfly account, so that you can share them safely and privately with friends, family and groups—just like you share pictures.

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Is Shutterfly Video free?
Yes, we offer a basic version of Shutterfly Video as a free service to our users. For a low annual fee, you can upgrade to a Premium account featuring unlimited video storage, support for larger files, High Definition (HD) playback and more.

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What is the file storage capacity for Shutterfly Videos? Are there any limits?
With a basic account, you can store a total of 10 videos, each of which can be up to 300MB (about 5 minutes long). However, with a Premium account you can store an unlimited number of videos, each of which can be up to 1GB (about 15 minutes long).

* To ensure a quality experience for all Shutterfly Video members, we may limit your video uploads to 20GB total in any given month.

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I am having an issue using Shutterfly Video. How can I get help?

Please contact Customer Support if you need assistance with using Shutterfly Video.

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Getting started

What are the requirements for Shutterfly Video?
Shutterfly Video is entirely Web-based. All you need to get started is a computer with a high-speed connection to the Internet (DSL or higher is recommended) and Adobe Flash Player. If you don’t have the latest version of Flash, you can download it for free here.

Shutterfly Video is compatible with the following browsers:

Windows: Internet Explorer (version 6.0 or higher) and Firefox (version 2.0 or higher)
Mac: Safari (version 2.0 or higher) and Firefox (version 2.0 or higher)

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What do I get with a Shutterfly Video basic account?
A Shutterfly Video basic account is a great way to get started with private video sharing. With a basic account, you can upload up to 10 videos. Each video can be up to 300MB in file size (or about 5 minutes long) and will play back in DVD-quality standard definition (SD). You can delete old videos to make room for new ones. All of your videos will be available to share via email or to post on any of your Shutterfly Share sites.

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What do I get with a Shutterfly Video Premium account?
With a Shutterfly Video Premium account you can store as many videos as you wish. Each video can be up to 1GB in file size (or about 15 minutes long)*. Other Premium account privileges include:

  • HD playback. Any HD-resolution (720p or greater) video posted to your Share site can be encoded and viewed in HD.
  • Video downloads. You and anyone to whom you give permission can download a high-quality copy of your video back to a PC or Mac.
  • Ad-free sharing. You and anyone who visits your Share Site will not see display ads.

* To ensure a quality experience for all Shutterfly Video members, we may limit your video uploads to 20GB total in any given month.

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Shutterfly Video Premium account

How do I upgrade my basic account to Shutterfly Video Premium?
To upgrade your account, click the "Upgrade now" button on the right of the "My Videos" page or the "Add Video" pop-up window on your Shutterfly Share site. Alternatively, you can visit the Shutterfly Video Premium information page.

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Why will my Shutterfly Video Premium account automatically renew?
Because your Shutterfly Video Premium account allows you to store and view treasured memories, we want to ensure uninterrupted service. Automatic renewal makes it easy for you to continue to enjoy your Premium benefits.

We’ll email you 7 days before your renewal date to remind you and give you an opportunity to cancel your account if you’re not satisfied. If you’re happy with the service, you don’t have to do anything. Your credit card will be charged and your Premium benefits will be extended for an additional year.

If for some reason you miss our email and your subscription is automatically renewed, you’ll have 30 days from your renewal to cancel your Premium account for a full refund.

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How do I cancel my Shutterfly Video Premium account? Will I get a refund if I do?
If you’re within your 30-day trial period and are not satisfied with your Premium account for any reason, contact Customer Support.

You may cancel your Premium account at any time, but refunds are only granted within 30 days of purchase or renewal.

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Uploading/adding video

How do I upload a video to Shutterfly Video?
Once you have created your Shutterfly Video account, you can access the Shutterfly Video uploader either on the "My Videos" page or from the "Add Videos" module on your Shutterfly Share site. Just look for and click on the "Upload Videos" button.

  1. The video uploader opens as a pop-up window. Click "Choose files..." to add videos to the upload queue.
  2. Select a destination folder. A folder is a container for a set of videos, usually grouped around a specific event or period of time. You can choose to upload to a new folder or an existing folder.
  3. Then click "Upload Videos" to begin the upload process.

Video files are generally larger than photo files. As a result, expect video uploads to take longer. We recommend that you limit your upload to a few video files at a time.

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What video file formats can I upload to my Shutterfly?
Currently, we support videos in the following popular video formats:

.3GP, .3G2, .ASF, AVI, .DIVX, .DV, FLV, .M4V, .MOV, .MPEG, .MPG, .MP4, .MKV, .WMV.

Windows Movie Maker note: By default, Windows Movie Maker saves projects as .MSWMM files. These project files do not contain the final video itself. Shutterfly Video does not accept .MSWMM files. To upload a video created in Windows Movie Maker, select "File" and "Publish movie." You can then upload the resulting .wmv file.

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Can I upload HD video to Shutterfly?
Yes, you can upload HD video. However, you and the people with whom you share the video will only be able to view it in HD if you have a Premium account.

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What can I do if I’m not able to upload a video successfully?
Sometimes the best solution for uploading troubles is to try your upload again. If this doesn’t work, consider the following when troubleshooting:

  • When using the video uploader, make sure that your computer doesn’t enter "sleep" or "hibernate" mode or your video won’t complete its upload.
  • If you want to step away from your computer while uploading, go to the Control Panel on your PC. Under "Power Options", set your computer sleep to "Never." On a Mac, go to "System Preferences" and under "Energy Saver" options, choose "Never" under sleep options. Once the upload has completed, return to your original settings.
  • Confirm that your video file type is one supported by Shutterfly Video.
  • Confirm that your video is within the file size limit for your account type.
  • Remember that upload times may vary depending on the size of your video or speed of your Internet connection.
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What does it mean when my video is "processing" or "optimizing"?
Video optimization is the process of preparing your video for output or playback on the internet. Your video is encoded to meet proper formats and specifications for playback through the use of video encoder software. We often use the terms "processing" or "encoding" to mean the same thing. It’s a necessary step as part of your video upload.

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I received an error message after my video uploaded: "Sorry, we’re having problems processing the video!" How can I resolve this?
There may be a variety of reasons why your video may not process. Here are some ways to troubleshoot problems:

  • Make sure your video is in a format that is compatible with Shutterfly Video.
  • Only video formats are accepted. Make sure you’re not trying to upload music files such as .mp3 or other files such as .doc or .xls.
  • If you’ve tried and failed to upload a video from Windows Movie Maker, by default, Windows Movie Maker saves projects as .MSWMM files. These project files do not contain the final video itself. Shutterfly Video does not accept .MSWMM files. To upload a video created in Windows Movie Maker, select "File" and "Publish movie." You can then upload the resulting .wmv file.
  • If you’re having a problem with files that have been run through any video editing software, it’s recommended that you upload your source video directly to Shutterfly Video instead. This will result in fewer failures and the best quality playback.

Due to Internet connection speeds or the amount of video upload traffic, it may look like your video processing has stalled. In fact, it’s just taking longer than anticipated. If you’ve given your video time to process and it does fail, please contact Shutterfly customer support.

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Playback

What do I need on my computer for successful video playback?
Shutterfly Video is entirely Web-based. All you need to get started is a computer with a high-speed connection to the Internet (DSL or higher is recommended) and Adobe Flash Player. If you don’t have the latest version of Flash, you can download it for free.

Shutterfly Video is compatible with the following browsers:

Windows: Internet Explorer (version 6.0 or higher) and Firefox (version 2.0 or higher)
Mac: Safari (version 2.0 or higher) and Firefox (version 2.0 or higher)

Make sure you have the latest version of your browser to guarantee compatibility.

Keep in mind that high-quality playback, specifically HD, can be resource-intensive. For optimum viewing, you’ll need a computer with a fast system processor and an updated video card. If you have any issues with playback, switching to SD playback may help.

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There’s a green spinner on my video as it loads, but the video never seems to start. Why?
If you’re experiencing a green spinner that doesn’t ever stop, make sure you have the latest version of Flash. After installing Flash, you’ll need to restart your computer.

For users of the AOL browser: The AOL browser should be updated to version 10 or later. Videos may not play back on older version. Also, ensure your Flash is updated. For the best experience, we recommend you use a supported browser such as Internet Explorer or Firefox.

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How do I rotate my video?
Sometimes when you play a video, it may play sideways or upside down. This happens if the video camera was held in a different orientation when shooting the video. You can use the Shutterfly video service to correct this by rotating the video.

To rotate a video go to the My Videos page, select "Rotate" from the "Edit" pull down next to the thumbnail of the video you would like to rotate. You can also rotate a video from the video playback page. Select the "Rotate video" link next to the Edit pull down menu near the video name.

In the pop-up window that opens select if you want to rotate your video by -90, +90 or 180 degrees. Click OK to complete.

You may not be able to view your video while it is being rotated, as the video needs to be re-encoded, and this may take some time.

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What is HD? Is HD on Shutterfly Video the same as HDTV?
Simply put, HD means "high definition," one of the highest-quality video playback and output options available. HD video displays more pixels than SD (standard definition) video. This means that HD videos have more detail, brighter colors, and sharper pictures—similar to a TV show broadcast in HD as opposed to regular definition.

Any Shutterfly Video user can upload HD-resolution videos. However, you must have a Shutterfly Video Premium account to view those videos in HD. If you’re a basic Shutterfly Video user, you can only play back HD-resolution videos in SD.

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Do I need to have a Shutterfly Video Premium account to view videos in HD?
In order to view your video in HD, you’ll need a Shutterfly Video Premium account. Once you’ve upgraded your account, you’ll automatically be able to play back videos that were shot in HD. Click "View this video in HD" on the video details page in My Pictures or on your Share site to encode the video for High Definition playback.

You can upload an HD video to a Basic account, but you will be unable to view it in "true" HD.

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Sharing videos

Once I’ve uploaded videos to Shutterfly, how do I share them by email?
You can email a video to your friends and family. From the My Videos page on Shutterfly, select the "Email video" link next to the thumbnail of the video you wish to share. On the next screen, follow instructions to add recipients.

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Once I’ve uploaded videos to Shutterfly, how do I post them to my Shutterfly Share site?
The easiest way to post a video to your Share site is to simply upload your video directly from your site.

You can also post a video from your My Videos page. Select the "Post to Share site" link next to the thumbnail of the video you wish to share. On the next screen, follow instructions to select a site, site page and page section to which to post the video.

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Do family and friends need to be Shutterfly members to view videos I post to my Shutterfly Share Site?
No, they don’t need to be members. Remember, though, that if you set your Share site permissions to restrict access to members of your site, then your friends and family will have to sign in to view your videos.

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Once I’ve uploaded videos to Shutterfly, how do I post them on social networking sites such as Facebook?
You can post a thumbnail of your video to Facebook.

To post to social networking sites from your My Videos page, select "Post to Facebook" next to the thumbnail of the video you wish to share. The thumbnails and links will take users back to a dedicated video playback page on Shutterfly.

To post to social networking sites from your Shutterfly Share site, select "Post to: Facebook, blogs..." on the details page of the video you wish to share. The thumbnails and links will take users back to the video on your Share site.

Note: If you are sharing for the first time through a third-party social networking site, you will be asked to log in to that site. If you do not link your account to Shutterfly, you will not be able to post a video to it.

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Managing my videos

How can I view a list of my uploaded videos?
You can view a list of your uploaded videos on the "My Videos" page. To access the "My Videos" page, click on the "My Pictures" tab at the top of the Shutterfly site. Then click the "View videos" link at the bottom left of the page.

On the "My Videos" page, you can view, share, rename and delete your videos. You can also upload more videos or upgrade to a Premium account.

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How do I organize my videos?
You can arrange your videos in folders on the "My Videos" page.

A folder is a container for a set of videos, usually grouped around a specific event or period of time.

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How do I create a folder?
By default all your videos are added to the "My Videos" folder on the "My videos" page. To create a new folder, select "New Folder" from the "Folders" pull down menu in the upper left of the "My Videos" page. You can also create a folder by selecting "New Folder" from the "Edit" pull down menu next to the name of your current folder in the "My Videos" page.

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How do I move a single video file to a folder?
You can move a single video to a folder by selecting "Move to folder..." from the "Edit" pull down next to the thumbnail of the video you would like to move. In the dialog that opens select a destination folder from the pull down menu.

If you need to create a new folder as a destination folder, click on New folder option in the pull down menu. This will open a new dialog. Enter a folder name and description (optional) and click Save.

Once you are done selecting videos to move and a destination folder to move the videos to, click Move.

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How do I move multiple video files to a folder?
To move multiple videos to a single folder at once, go to the "Edit" menu beside the folder you are on, and select "Move videos to...".

In the dialog that opens, you will be able to see thumbnails of the videos in the current folder. Click the thumbnails to select the videos you want to move. (You can unselect a video by unchecking the check box near it).

Once you have selected videos, go to the "Move selected videos to" section of the dialog and select a destination folder from pull down menu.

If you need to create a new folder as a destination folder, click on New folder option in the pull down menu. This will open a new dialog. Enter a folder name and description (optional) and click Save.

Once you are done selecting videos to move and a destination folder to move the videos to, click Move.

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How do I switch between video folders?
By default all your videos are added to the "My Videos" folder on the "My videos" page.

To switch to a different folder select the folder you want to view from the "Folders" pull down menu in the upper left of the My Videos page.

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How do I delete a folder?
You can delete a folder by first selecting the folder you want to delete from the "Folders" pull down menu in the upper left of the My Videos page. Next select "Delete Folder" from the "Edit Menu" next to the name of the folder. Note all videos in the folder will be deleted when you delete a folder. Further, any deleted videos posted to Shutterfly Share sites or shared via email or social sites like Facebook, will no longer be visible.

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How can I organize videos on my Shutterfly Share site?
You can drag and drop your videos to reorganize them on your Share site just like you do with pictures. Just click on the "Manage my videos" link at the bottom-left of the "Add videos" pop-up window.

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How do I edit the title or description of a video on my Shutterfly Share site?
Once you’ve uploaded a video to your Share site, you’ll have an opportunity to add a title and description. On the Videos section of your Share site, select "Edit video info" from the "Edit" pull-down menu next to the video whose title or description you wish to change.

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How do I remove a video or video thumbnail from my Shutterfly Share site?
In the Videos section of your Share site, find the "Edit" pull-down menu next to the title of the video you wish to remove and select "Remove video."

If you’ve posted a video to more than one Share site, you’ll need to follow the instructions above on each site to remove it from all of them.

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Does removing a video from my Shutterfly Share site also delete it from my Shutterfly Video account?
No, it does not. Videos removed from your Share site(s) will still be stored in your Shutterfly Video account.

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Is there a way to delete a video from all my Share sites and from my Shutterfly Video account?
You’ll need to go to the "My Videos" page on Shutterfly to delete videos from both your account and from all of your Share sites. If you delete a video from your Shutterfly Video account, it will be removed from all of your Shutterfly Share sites.

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Downloading videos

Can I download my videos from Shutterfly back to my computer?
With a Shutterfly Video Premium account, downloading is easy. On the video playback page in "My Videos," just click the "Download" link. If you want to download from your Share site, click "Download this video" to the right of the video player.

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In what format will my videos download?
The downloaded video will be a high quality MP4 format, suitable for playback on your Mac or PC.

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Your Shutterfly Video account

How do I check the status of my Premium account or request cancellation?
To cancel your Premium account, please contact Shutterfly customer support. To check your Premium renewal date or check your Premium account status, go to the "Premium Video Plan" section of your My Shutterfly page and select the "View Plan Details" link.

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