Customer FAQs


Using the Site

What is the best browser for viewing your site?

We recommend Chrome, Safari, or Firefox for best results. 

Can I search for clips and photos simultaneously?

Unfortunately you can’t, but it’s simple to search across both categories. In the search bar, enter your search term and select either Video or Photo, then hit Enter or click the magnifying glass. To search for the same term in the other product category, toggle to that category and click the magnifying glass. 

How do I use and share folders?

Folders let you save clips and photos to review and share. You can create multiple folders in your account which helps you stay organized for all your projects. Check out this article to see how to add clips and photos to a folder and how to share folders.

Along with adding clips and photos to folders and sharing them with your team, there are several other features of folders. With folders you can now also indicate which clips or photos you like, view product details, and create quotes. Take a look at this article to see how to use all the features of folders.

How do I save a clip or photo?

You must be signed in to save clips and photos. If you are viewing search results, mouse over a thumbnail and click “Save to folder.” If you haven’t set up custom folders, the content will be saved to your default folder. If you have other folders set up, you can select which folder you’d like to save to. You can also save to folders from the product’s detail page. 

How can I tell the difference between a video clip and a photo when they’re in a folder?

The video clip includes the length of the clip displayed on the preview. 

How do I search by clip or photo ID?

You can always find a specific clip or photo on our site by using its Stock Footage or Stock Photo ID number. This is written underneath each clip or photo on the product page . An example of an ID number would be D26_9_242; make sure to include the underscores when searching.

You can also find clips and photos that you have downloaded or purchased previously by going to the Comps or Purchased Files pages on your account.

Your Account

Why can’t I sign in?

Double-check the email address you used to sign up. If you have forgotten your password, click “Forgot password?” on the sign-in panel and we will send you a new one via email. Questions? Contact customer service.  


I can’t remember my password. What now?

If you’ve validated your account but forgotten your password, you can request a link to reset your password, or contact customer service and we'll help you reset it. 

 

Using the Clips and Photos

I need a low-res video file. Why can I buy only HD video clips?

We want to provide the highest quality source files, wherever you end up using them. This gives you more editing and cropping options even when exporting at a lower resolution. We offer the following resolutions on our site; 720p, HD, 4K, and 6K+. 

I’d like to test the media before I buy. Can I download a comp or preview?

Yes. To download comps, sign in to your account. From any clip or photo page, click “Download comp.” Select which file you'd like to download. The comp will download to the folder you have designated in your browser preferences.

If you need hi-res unwatermarked version of the clip or photo for your test edit then you will need to have a Dissolve Priority account. 

Why does my downloaded video clip or photo have the Dissolve watermark on it?

You have likely downloaded the comp version. We do offer the ability to download unwatermarked comps through our Dissolve Priority™ program. Fill out the application and our team can review it within 1-2 business days.

If you are downloading a clip or photo that you have purchased, then the unwatermarked version will be available to download on the Purchased files page of your account.

Are the video files compatible with my editing program?

Clips are provided in MP4, MOV, or AVI containers, in their native ProRes, DNxHD, XDCAM, and DVCPRO codecs; or H.264 codecs. Comps are provided as 1280 x 720 H.264 .MOV files. Different codecs or formats may be available, please contact customer service for more information.

How can I convert video files from one format to another?

We recommend HandBrake, a free video transcoder that you can download. It lets you convert from most common containers to ones suitable for most applications.  

How do I find out the print size for a photo?

Below the image, you’ll see “Choose a resolution,” which provides the specs for each size. Generally 600px is 8” x 5” @72dpi, 2400px is 8” x 5” @300dpi, and 4800px+ is 17” x 11” @300dpi. (And flopped for portrait, naturally.) 

What size photo do I need?
Size
Best used for:
Small Social media, websites, and mobile apps.
Medium Blogs, small print pieces, and digital use.
Large Brochures, magazines, and catalogs.
X-Large Large printed posters and banners.
XX-Large Original file. Large backdrops, and digital displays.

 


Licensing

General licensing

See our Licensing 101 page for a handy overview of release and licensing issues. For complete license information, read the Dissolve Content License Agreement. 

What do “royalty-free” and “rights-managed” mean?

When you purchase stock footage and photography from Dissolve, you actually license the right to use clips and photos in your projects based on the terms provided by each product’s royalty-free or rights managed license.

Royalty-free (RF) clips and photos may be used for any medium, in an unlimited number of projects, worldwide, and in perpetuity. The advantages: versatility and convenience

Rights-managed (RM) clips or photos may be licensed for individual projects, using a pricing calculator that considers medium (such as advertising, television show, or film), usage (such as theatrical, festival rights, or online advertising), scale (region or target audience), and duration (i.e., one year or life of project).


How can I use the clips and photos? Are they cleared for commercial use?

The majority of the clips and photos on the site are cleared for commercial use. These clips have model and property releases, and thus may be used in virtually any commercial or editorial context, including:

  • commercials for online or broadcast use
  • documentary or journalistic videos
  • feature-length and short films
  • explainers and corporate videos
  • web sites and digital media
  • video games and software applications
  • broadcast teaser (in-context promotion)
  • product packaging or CD or DVD art
  • print or digital advertising
  • business letterhead and other stationery

If you wish to include clips in software template, allow more than a single user in your organization to use a clip and have indemnification up to $100K, you must purchase an extended license for an additional $99 each. Choose the premium license for additional indemnification of up to $500K for $199.

If you wish to include photos in a product for resale or allow more than a single user in your organization to use an image, you must purchase an extended license for an additional $99 each. Choose “Extended royalty-free” for the license.

Does Dissolve offer subscriptions?

Dissolve does not offer subscriptions. Our prices are on a per clip or photo basis so you only have to spend on what you need. We competitively match our prices to the market with clips starting from $29 and photos starting from $5.

Can I use stills from a clip in my project?

With the Standard license you are permitted to use stills in up to 500K prints, as long as the product is not for resale. If you require more prints or if the product is for resale you will need an Extended or Premium license.

Can I purchase/license clips or photos for my client?

You can license clips and photos on behalf of a client by assigning the license to them during checkout. See this article on how to assign the license to your client.

Do I need to credit Dissolve in my work?

While we’d love it if you spread the word about us, there’s no requirement to attribute Dissolve in your work.  

 

Dissolve Priority™

What are the benefits to Dissolve Priority?

With Dissolve Priority you have the ability to download unwatermarked comps for pitching purposes, purchase using a PO, and expedited research from our team. Along with that, Dissolve Priority allows for better team collaboration with features that allow you to share and monitor information on all accounts.

How can I add members to my Priority account?

When logged into your account, you’ll see your company name in the top right corner of the screen. Click on the name to open up a drop down menu, then click on Members. From here you can add, remove, and manage all your Priority members.

See this article for step by step instructions on how to add members to your Priority account.

How can I purchase with invoice?

In order to purchase with invoice you must be set up with invoicing permissions on your Dissolve Priority account. Contact your team admin if you do not have these permissions. 

When you are at the checkout screen, there will be a green button that reads “Check out with invoice”. Click that button and it will take you to the “Invoice Details” screen where you can enter in the PO or Job number for the project, then click “Continue”. You will then be taken to the “Review and Confirm” page where you may enter the End Licensee or any comments for the order (ie. project name, job name, etc.)

See this article for step by step instructions on how to purchase with invoice.

Does it cost anything to have a Dissolve Priority account?

There is no cost to Dissolve Priority. Fill out our setup form and our team will review your application within 1-2 business days.

 

Dissolve Team™

How can I add members to my Dissolve Team™?

When logged into your account, you will see your team name in the top right corner of the screen. Click on the name to open up a drop down menu, then click on Members. From here you can add and remove team members.

See this article for step by step instructions on how to add members to your Dissolve Team account.

Can I upgrade from a Dissolve Team to a Dissolve Priority account?

Yes, you can upgrade from a Dissolve Team account to a Dissolve Priority account. Just fill out our Dissolve Priority setup form and our team will review your application within 1-2 business days. 


Payment

What forms of payment does Dissolve accept?

You can pay with a credit card or through your Paypal account. You can also purchase with a PO if you have a Dissolve Priority account. We also offer the purchase of store credits, which may qualify you for a discount. Contact our customer service team for more information.

How do you protect my credit card information?

We use Braintree for all credit card processing. Braintree provides encrypted and secure processing. You do not need a Braintree account to make a purchase.  

Can I save my payment information?

At this time we do not keep any credit card information on file, however billing information from previous purchases is kept to make it convenient when you are checking out.  

I clicked Process Payment and the page wouldn’t load. Was I charged? How do I get my clip?

To see if your order has been processed, check your "Orders" under your name menu. It may take several minutes for your download to become available. Once you’ve purchased a clip or photo, you can download it as many times as you want. If you’re still having problems, contact customer service 

Does Dissolve charge any additional fees?

Dissolve does not charge any additional fees for international transactions. This might be a charge from your bank so we would recommend contacting them.


Technical Issues

I can’t find my downloaded products on my computer. Where are they?

Downloads typically go to a download folder specified by your browser. Check your download folder or try searching your computer by the clip or photo’s filename. 

When I click “Download H.264” on a video clip, the clip only plays in a new window. How do I download it?

Depending on your preview settings, the file may automatically launch in your media player once downloaded, but it should also be in the location you saved it to. 

Can you help me with a technical issue in my editing program?

Because there are so many programs out there, it’s hard to be an expert in all of them. Still, please email us your question and we’ll do our best to help. 

About 4K H.264 transcoding

For certain 4K H.264 transcode of original files, there is a chance the the file will play back as entirely black frames in QuickTime, and or appear to be corrupt in the VLC video player application. Please note, these files should be usable and play back correctly in professional grade applications such as Adobe Premiere and FinalCut Pro. 


Contributors

I would love to be a Dissolve contributor. How do I make that happen?

Great! We’d love to hear from you. To find out more about becoming a contributor, visit our Contributor site. We are accepting applications for exclusive and non-exclusive content for both video and photos. 

 


Unavailable Products

Why are certain clips and photos unavailable?

From time to time, Dissolve or its contributors may need to remove products from our site for business or licensing reasons. If you previously purchased or downloaded such a clip or photo, you may contact us to find out more information. 

Customer Service

I can’t find what I’m looking for. What now?

Our customer service team is happy to provide free research. We’ll comb through our collection to find the right video clips or photographs, then send you the results, usually within one business day.

To get started, submit your request or call 800 518 6748. 

If you want to give it another kick at the can, try these search tips. To narrow your search, use NOT (all caps) before each term you want removed from your search. You can also use the filters on the left to sort by price, release status, resolution, orientation, and other options. To search for more than one term, use OR (all caps).

If you’re looking for footage and can’t find one shot that fulfills your needs, look for a couple that could be edited together for a similar effect. 


What is your refund policy?

Because you can preview clips, photos, and their specs before licensing, we do not offer refunds. If there are technical issues with an item you’ve downloaded, please contact us at 800 518 6748. We’ll send you a working file as quickly as possible. 


Clips used in Canadian television broadcast

We are required by the CRA to track clips used in productions or advertisements shown on Canadian television (other than those used solely for news programs).

This won’t affect the tax you pay on your purchase; we collect this information to track tax obligations by our contributors.  


Why do I keep getting error message 15005 when I try to process my order?

This is a PayPal error code that means the billing address you provided to us does not match the address associated with your credit card. Your billing address must match that of the credit card. Please double check that the address you have listed with your credit card matches the address you entered for your Dissolve account. We have an extremely sensitive system, so sometimes it's as simple as removing an extra space. 


How can I reach you?

You can call us at 800 518 6748, send an email, or live chat. We’re available 7:00 a.m to 6:00 p.m. MST, Monday to Friday. If it’s after hours, please leave a message. We’ll get back to you the next business day. 

 

Still haven't found what you're looking for? Contact us.