General FAQ | Shotstack Help Center

Do videos and images still get created if I go over my credit limit?

If you are on a subscriptions your videos and images will continue to render.

Any credits you use in excess of your allowance will be charged as overage at the end of your billing cycle.

On PAYG your API will stop functioning until you purchase more credits.

How many video minutes can I create with 1 credit?

1 minute of video is 1 credit. Regardless of resolution.

How many images can I create with 1 credit?

1 image costs 0.1 credits. With 1 credit you can create 10 images.

Do you round up videos to the nearest minute?

No. You only consume what you use and we aggregate video by the second.

Do my credits carry over into the next month?

If you are on a subscription then your credits carry over into the next month, up to a maximum of 3 months.

Can I use my own storage and hosting?

Yes. You can make use of one of our many destination integrations.

How can I find my receipts?

You can find your receipts on the billing page.

Does using Text-to-Speech tools inside a video increase the price for video renders, or is it the same?

It is 0.1 credits per 100 characters for Text-to-Speech. This cost is added on top of the video render. For example, using 100 characters of TTS on a 1-minute video would cost 0.1 credits for TTS and 1 credit for video rendering, totaling 1.1 credits. You can find more information here: Understanding Shotstack Credit Consumption.

Is the JSON code generated through the editor directly compatible with the API, or do we need to adjust the code before sending it to the API?

The JSON output from the editor is fully compatible with the API as is.

You can simply copy, paste, and send it as an API request without any modifications.

How can I remove the Shotstack logo?

Watermarks appear when you're using the staging environment. To remove them, please use the production URL and API key.

Does Shotstack support adding text to a video or merging two existing videos through API functions as part of AI workflow automation?

Yes, Shotstack supports this. You can use the text asset in your Edit to programmatically add text to your videos.

Here is a simple example template which demonstrates this functionality.

How can I use Figma designs and logos in Shotstack for real estate branding?

To use Figma designs with Shotstack, you can export your designs from Figma and use them as images within your Shotstack video project.

For real estate branding, you can incorporate logos and designs by exporting them from Figma and adding them to your Shotstack videos.

If you need to automate the process of adding a real estate agency's logo to multiple property photographs, you can set the image as a merge field in your video.

By sending a request to the API with the desired image, your video will be rendered with the preferred real estate agency logo, similar to how you would replace a name in a bulk email.

Whats the render length of videos for all pricing plans ?

The maximum render length across all pricing plans is 3 hours.

Do we lose all our credits if we pause the subscription?

Pausing your subscription would mean no rollover of credits. However, the agent can pause your subscription for a specific month and resume it later, while also extending your credit expiry to ensure you don’t lose any.

What can I do if my video exceeds the 10GB fetch limit

Currently, the 10GB fetch limit cannot be increased. However, you can manage large videos within this limit by following these steps:

Use the Ingest API to adjust your source videos to the desired resolution and frame rate of your final video. This step can significantly reduce the file size of your videos.

If your video exceeds the 10GB limit after pre-processing with Ingest API, use FFmpeg to split it into smaller segments, each under the 10GB limit. Then, merge these segments into a single video to ensure the combined file size stays below the 10GB threshold.

How do I completely disconnect Google Drive?

Shotstack can’t fully sever the integration via the UI. To completely disconnect your Drive, please contact Support and we’ll handle it for you.

Where do I apply my discount code?

You can apply your discount code in payment details and only on a subscription. Unfortunately they cant be applied to PAYG plans.

I’d like to discuss my use case with the Shotstack team.

To discuss your use case with the Shotstack team, schedule a call here.

Are templates created in the dashboard incompatible with the Studio SDK?"

Templates created in the dashboard are compatible with the Studio editor.

How can I change my email address on my Shotstack account ?

Contact support and request for a human agent.

How can I change my API key in Shotstack?

Unfortunately, you can't change your API keys yet. However, you can create a new account, contact support, request a human agent, and ask them to transfer your email to the new account.

How can I add a thumbnail to my videos?

You can add a thumbnail by including the following in your JSON:

"thumbnail": {
      "capture": 3
    }

Here’s an example of a complete template with a thumbnail:

{
  "timeline": {
    "background": "#FFFFFF",
    "tracks": [
      {
        "clips": [
          {
            "length": "auto",
            "asset": {
              "type": "video",
              "src": "fakevideolink.com"
            },
            "start": 0
          }
        ]
      }
    ]
  },
  "output": {
    "format": "mp4",
    "fps": 25,
    "size": {
      "width": 1920,
      "height": 1080
    },
    "thumbnail": {
      "capture": 3
    }
  }
}

Where i can find my SHOTSTACK_STUDIO_KEY ?

Your API key can be used in both API and the Studio SDK

When will Youtube Integration be available ?

There is no timeline on when youtube integration will be available but we are working on it.

How can I delete my Shotstack account ?

You can delete your account by filling out this form, and it will be processed within 48 hours.

How do I change my Shotstack account email?

You can update the email associated with your Shotstack account by filling out this form, and we’ll get back to you within 48 hours.

I want to update my invoice details.

You can update your invoice information through the billing portal, or fill out this form, and the changes will be processed within 48 hours.

I want to update my invoice and request a new one with the updated details.

You can update your invoice information through the billing portal, or fill out this form and mention the updated details in the Notes section. The revised invoice will be sent to you within 48 hours.

I’ve paid for credits, but I can’t see them in my account.

These issues happen usually because the payment email differs from the account email. Please fill in this form and it will be added to your account within 24 hours

I want a refund of my payment.

Please fill out this form to request a refund. Note that we cannot issue a refund if any of your credits have been used.

My credits do not roll over.

We’re sorry, there’s currently a bug causing this issue, and we’re working on fixing it urgently. In the meantime, please fill out this form and we’ll manually add the credits to your account within 24 hours.

I want to sign up for the affiliate program.

You can join our affiliate program using this link.

What resolution do you accept?

We support up to 1080p resolution. 4K is available on high-volume plans. Please contact support and ask for a human agent if you’d like to enable it.

What does this error mean: “An error occurred downloading file”?

This error usually appears when one or more of your files have an invalid link or you’re not using a direct download link. Please check that your links are valid and confirm they are direct download links.

Can I generate a new key to replace an existing one?

Unfortunately, you cannot generate or replace an API key within your account. However, you can open a new account and contact support to have your old email assigned to it. This will give you a new API key.

I get a 403 error on my templates

A 403 error means the request was forbidden. This usually happens if:

You’re using the wrong API key (stage vs. production)
You’re sending requests to the wrong URL (make sure you’re using the correct stage or production endpoint)
Your account doesn’t have permission for the requested feature (e.g., 4K rendering on a 1080p plan)

Please double-check that you’re using the correct API key, match it with the right endpoint, and confirm your plan supports the feature you’re requesting.

✅ Correct endpoints:

Stage: https://api.shotstack.io/stage/render
Production: https://api.shotstack.io/v1/render

Why are credits deducted in sandbox?

Credits are not normally deducted for sandbox (stage) renders. If you see credits being used, it usually means:

Your request was sent to the production endpoint instead of the stage endpoint.
Your render includes AI elements (e.g., AI images, AI video, or AI audio). In this case, only the AI element consumes credits, while the render itself remains free but will include a watermark.

✅ Correct endpoints:

Sandbox (Stage): https://api.shotstack.io/stage/render (no credits deducted, except for AI elements)
Production: https://api.shotstack.io/v1/render (credits deducted)

Make sure you’re using your stage API key with the stage URL when testing. Remember that AI elements will always deduct credits, even in sandbox.

I created a video in the editor, but the preview still shows the JSON from the welcome template. Why don’t I see my video’s JSON?

This can happen if your browser is showing cached data. Please refresh your browser, clear your cache, and try again.

Where can I find template ID ?

If you're using the Studio Editor, you can find your Template ID by clicking the My Templates button — it’s the first button on the left side panel.

Your templates will be displayed, and each one will show its ID at the top, as illustrated in the image below;

However, If you are making use of the API command lines, you can get your template Ids by simply using the GET command;

To get all your template IDs:

Use GET https://api.shotstack.io/{{ENV}}/templates/

Accept : application/json
x-api-key : {{YOUR_API_KEY}}

to retrieve a list of all templates with their IDs, names, and creation dates

Using any HTTP client or tool like Postman

Replace YOUR_API_KEY with your actual Shotstack API key and {{ENV}} with your environment (stage for testing or v1 for production).

How can I connect Shotstack with n8n ?

If you’d like to learn how to connect n8n with Shotstack, watch this video. It should help you resolve most issues.

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