Frequently Asked Questions

Billing & Plans

What plans are available?

preroll.io offers three plans:

Annual billing saves you roughly 17% compared to monthly.

Is there a free trial?

Yes. Every new account gets a 7-day Studio trial with full access to all features. No credit card is required to start. After the trial, you can continue on the Free plan or upgrade.

What happens when my trial ends?

Your account automatically moves to the Free plan. You won't lose any data, but:

• Feature access is limited to Free plan entitlements (1 client, 1 show)
• Integrations, templates, reporting, and white-label are disabled
• You can upgrade at any time to restore full access

Can I switch plans or cancel anytime?

Yes. You can upgrade, downgrade, or cancel at any time from Settings > Billing. When you cancel a paid plan:

• You retain access until the end of the current billing period
• Your data is preserved (you can re-subscribe later)
• You move to the Free plan when the period expires

Do you offer refunds?

We offer a full refund within 14 days of your first payment if preroll.io isn't the right fit. Contact support@preroll.io.

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Limits & Quotas

How many clients/shows/episodes can I have?

Additional storage is available at $19/TB/month for Pro and Studio plans.

Is there a limit on file upload size?

Files over 100 MB automatically use multipart upload (chunked at 64 MB) for reliability. There is no hard per-file size limit — upload size is constrained by your storage quota. For very large files, you can also use external file linking (Frame.io, Google Drive, or Vimeo).

What counts toward storage?

All files uploaded to preroll.io count toward your storage quota: deliverable files, show assets, episode assets, thumbnails, and cover art. External file links (references to Frame.io, Google Drive, etc.) do not count.

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Security & Privacy

How is my data stored?

• All data is stored in Supabase (PostgreSQL) with row-level security
• Files are stored on Cloudflare R2 with signed URL access
• All connections are encrypted with TLS/HTTPS
• Database backups run daily

Can clients see each other's data?

No. Row-level security (RLS) policies ensure that:

• Clients can only see content associated with their client record
• Producers can only see content within their organization
• There is no cross-organization data access

Who can access my organization's data?

Only members of your organization can access producer-side data. Access is controlled by:

• Organization membership (invite-only)
• Role-based permissions (owner, admin, member)
• API keys (created and managed by org owners/admins)

Do you sell or share my data?

No. Your data is yours. We don't sell, share, or use your content for any purpose other than providing the preroll.io service.

Can I delete my account and all data?

Yes. Contact support@preroll.io to request full account deletion. All associated data (episodes, files, client records) will be permanently removed within 30 days.

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Multi-Organization & Teams

Can I belong to multiple organizations?

Yes. A single preroll.io account (email) can be a member of multiple organizations. Switch between them using the organization picker in the top navigation.

How do team roles work?

How do I invite team members?

1. Go to Settings > Team
2. Click Invite Member
3. Enter their email and select a role
4. They receive an email invitation

Team members are a Studio plan feature.

Can team members see all clients?

Yes. All members of an organization can see all clients, shows, and episodes within that org. There is no per-client permission scoping (this keeps the system simple for small production teams).

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Self-Hosting

Can I self-host preroll.io?

Yes. preroll.io supports self-hosting for organizations that need full control over their data and infrastructure.

What do I need to self-host?

• A server capable of running Node.js (Next.js)
• A Supabase project (cloud or self-hosted)
• Cloudflare R2 bucket (or S3-compatible storage)
• Set PREROLL_SELF_HOSTED=true in your environment

Do self-hosted instances need a license?

Self-hosted instances use a license key system (soft gate). You can run preroll.io without a license, but a valid key removes the reminder banner and grants access to license-holder support channels.

Are self-hosted instances limited?

When PREROLL_SELF_HOSTED=true is set, all plan entitlement checks are bypassed. You get full Studio-level access without needing a Stripe subscription.

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Integrations

Which integrations are available?

Do integrations cost extra?

No. All integrations are included in the Pro and Studio plans at no additional cost. You do need your own accounts with the integrated services (Frame.io, Transistor, etc.).

What if an integration disconnects?

OAuth-based integrations (Frame.io, Google Drive, Vimeo, YouTube) may need periodic re-authentication. Castopod and Transistor use stored credentials (Basic Auth and API key respectively) and don't expire unless you change them. When an OAuth token expires:

1. You'll see a warning in Settings > Integrations
2. Click Reconnect and re-authenticate
3. All linked content remains intact — only the auth token needs refreshing

See Troubleshooting for specific integration issues.

Can I use webhooks to integrate with other tools?

Yes. preroll.io can send webhook events to any URL when things happen (episode created, deliverable approved, episode published, etc.). Use this to connect with:

• Zapier or Make
• n8n
• Slack or Discord
• Custom applications

Webhook payloads are signed for security, and delivery is logged with retry capability.

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Client Access

How do clients log in?

Clients use magic-link authentication. They receive an email with a one-click login link — no password needed. Links expire after 15 minutes.

Can clients have passwords instead?

Currently, no. Magic links are the only client authentication method. This eliminates password management issues and reduces support requests.

What can clients do in the portal?

Clients can:

• View their shows and episodes
• See episode progress (simplified status)
• Review and play deliverables
• Leave timestamped comments
• Approve deliverables or request revisions
• View their activity feed

Clients cannot:

• See other clients' content
• Access producer tools or settings
• View billing or organizational information
• Create or edit episodes

Can I have multiple client contacts per show?

Yes. You can grant portal access to multiple email addresses for the same client. All contacts see the same content.

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Data & Export

Can I export my data?

Yes. You can export:

• Reports — CSV export of production metrics
• Episode data — Export episode metadata via the API
• Files — Download any uploaded asset directly

What format is exported data in?

CSV for reports, JSON for API exports, and original format for uploaded files.

What happens to my data if I cancel?

Your data is preserved indefinitely on the Free plan. If you want data removed entirely, contact support for full account deletion.

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General

What browsers are supported?

preroll.io works in all modern browsers:

• Chrome (latest 2 versions)
• Firefox (latest 2 versions)
• Safari (latest 2 versions)
• Edge (latest 2 versions)

Mobile browsers are supported for the client portal. The producer interface is optimized for desktop/tablet use.

Is there a mobile app?

Not currently. preroll.io is a web application optimized for desktop use. The client portal is mobile-responsive, so clients can review and approve on their phones.

How do I get help?

• Documentation — You're reading it!
• Email support — support@preroll.io
• Troubleshooting guide — Common issues and solutions

How does the AI add-on work?

The AI add-on is separate from your plan tier. Pro and Studio plans include monthly AI credits (200 for Pro, 500 for Studio). Credits cover transcription, content generation (show notes, descriptions, social posts, title suggestions), and in-app AI chat. You can purchase additional credit packs if you need more. See AI Assistant for details.

Is there an API?

Yes. preroll.io is API-first. Everything the web UI does is available via the REST API. Authenticate with API keys (available on Pro and Studio plans). See the API Reference for details.

Can I use preroll.io with my AI assistant?

Yes. preroll.io includes an MCP (Model Context Protocol) server that AI assistants can use to interact with your production data — creating episodes, checking status, managing deliverables, and more. The MCP server wraps the same REST API that powers the web UI. See MCP Server for setup instructions.