My burned-in caption/subtitle file does not reflect the quality of the original video. How can I address this?
We understand how important it is that the quality of the burned-in captions/subtitles is the same as the original video. The resolution and frame size of your video will match that of your original upload. Some other factors may be slightly reduced, however, the overall quality should mostly match the original video. If you placed your order through integration or with a URL, it may be that the version we received from the link is a lower-quality video than the original.
If you would like to replace the video version we have with a higher quality file you can request this by emailing email@example.com with the replacement file or a URL to the replacement file. When providing a URL, the video should be easily accessible and not password protected.
When Support replaces the source file this will only affect the burned-in caption file. When using the Online Customer Editor the initial file will still reflect in the editor but the downloaded version will reflect the new video. Once the burned-in caption file is ready you will be notified via email.
Keep in mind once the source file has been replaced you can also generate the new burned-in captions/subtitles video via your account.
- Select your file from your Workspace page to open it up in our Customer Editor
- Click on the download button in the top right of the Customer Editor
- Remove the SRT option from the popup so that only "video" remains
- Click "next"
- Click on GENERATE VIDEO