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Frequently asked questions

Here you will find most questions about Red Bee OTT and our products and offerings.

Sign up

I have signed up, what happens now?

Wow. And Next.
You are ready to build your own service and fill it with exciting VOD content and stream live events.

I cannot get into the service, what's wrong?

During the signup process, you had to verify your email. After the verification, you should have received an email with a link to the Red Bee CMS. If you have issues logging in, make sure that you have Google Authenticator downloaded on your phone, as we have 2-step authentication enabled on our CMS for security reasons.

You can also go to https://redbee.live/portal/ and log in from there.

If you still have issues, please contact OTTSupport@redbeemedia.com for support.

Content

What can I change in the Red Bee apps?

Through our App Management you can manage a lot of things, such as the colors, background and text. You can add your own title and logo. The most important thing is that you can change your menu structure, create pages containing hero banners, carousels, grids, lists and more with just a few clicks.

I have trouble changing my frontend?

You can change your web and mobile frontend through the menu "App Management". Here you have a variety of things you can change and adapt. If you find it hard to see if the hero banner, carousel, color scheme or other is live, please make sure that you refresh your website or restart your app.

If you want more details on how to build your own frontend, reach out to us and we will guide you. Email: OTTSupport@redbeemedia.com

Are the mobile apps native?

Yes. We build them native and if your plan includes mobile apps we will upload them to your AppCenter and TestFlight accounts. From there you can upload them to your Play Account and App Store account.

If I change order of content in the CMS, will that be applied to my mobile apps?

Yes, the apps have the same content regardless where the end consumer browse from, web, mobile web or mobile apps.

What browsers do you support?

The web application supports the latest 2 versions of:

  • Chrome
  • Firefox
  • Safari
  • Microsoft Edge

Do you support any other platforms?

Yes, we do. We support Apple TV, Android TV as well as Smart TV apps for Samsung & LG (2017+). If you wish to add any of these platforms to your account, please contact our support for more information at OTTSupport@redbeemedia.com

Please note that we only support the official Android TV, not AOSP or similar.

OS versions for the platforms are:

  • Web incl Mobile Web (Last 2 year's versions of FireFox, Chrome, Safari, Edge)
  • iOS (support from iOS 12+)
  • Android (support from Android 5.0 and API 21)
  • AndroidTV (Version 5.0, API 21)
  • ChromeCast
  • tvOS (v 13+)
  • Samsung Smart TV (2017 or newer)
  • LG (2017 or newer)
  • Philips (run on Android TV)

If I have bought add-on iOS and Android apps, will you update them automatically?

We will provide you with the latest version of the app, but you will have to make sure that it is uploaded with appropriate images and text in your developer accounts on the respective platform.

How do I upload my videos?

You can upload videos by going to the Upload tab in the menu to the left. If you want more in-depth details about uploading and tagging your content https://redbee.live/docs/How%20To%20Guides/HowToUploadAndManageVod/

What can I do with tags?

Tags are used to organize your content into different categories, so that you can create carousels or sub-pages based on these categories. You can have multiple tags on each asset.

How can I find my content?

You will see all your content under Assets or Live Events where you can search for it.

Can I create a VOD content out of my Live Event I just streamed?

Yes, a VOD asset can be created from the live event within 7 days of the event finished streaming. You use the clipping tool by clicking on the scissors on the row of your live event, and then you edit it in the tool that opens up. You can create one or multiple VOD's out of the event.

Which type of offerings does Red Bee support?

We support FVOD, AVOD, TVOD and SVOD.

What type of file formats do you support?

We support the following formats.
Video file formats: MP4, MKV, MOV, AVI, FLV, MPEG2 PS, MPEG2 TS, LXF, 3GP, WebM, MPG, QuickTime, MXF

Video Codec: MPEG-1 Video, MPEG-2 Video, MPEG-4 Video, H.261, H.262, H.263, H.264/AVC, H.265/HEVC, VP6, VP8, VP9, DNxHD, Theora, XDCAM HD422, XDCAM IMX, XDCAM, DV, DVCPRO, DVCPROHD, ProRes, AVCHD, AVCIntra, Cineform HD, Intel Indeo

Audio Codec: AAC, MP3, FLAC, WMV, Vorbis, PCM, WAV

Some formats can only be ingested via API, please direct questions to OTTSupport@redbeemedia.com if you are experiencing any issues.

What are your recommendations when it comes to video ingest

Even if we support many audio and video codecs and file formats some require more knowledge than others to get a good result.

If you don't have any special requirements we recommend the following for good results:

  • Use MP4 files
  • Use H.264 high profile encoding for the video
  • Use a bitrate no higher than 30 Mbit/s (12 Mbit/s already provides an excellent quality in almost all cases)
  • Use a video resolution of 1920x1080 or lower
  • Use AAC-LC and a bitrate of 256 kbit/s for stereo sound
  • Use AC3 and a bitrate of 448 kbit/s for multichannel (5.1) sound
  • Use a sample rate of 48kHz for the audio
  • Make sure the language of the audio tracks are set properly in the header

Hint

The resolution depends on the aspect ratio. 1920x1080 is fine if the aspect ratio is 16:9.

For a wider aspect ratio like 2.40:1 the resolution should be 1920x800 and not 2592x1080 since that would be bigger than 1920x1080.

Hint

You can have multiple audio tracks without issue as long as the header is filled out properly.

What happens if there is a bug/technical fault in streaming from your end of the platform?

We are responsible for all the tech behind your streaming service, if there are any technical issues on our end, it will be our responsibility to fix it.

We communicate with you if there is an issue that can effect your viewers.

How customizable is the CRM?

You have the full responsibility for your streaming service. You own everything from the video assets to the documents with Terms & Conditions, Privacy Policy and Cookie Policy.

You can also create the emails that your viewers get when they sign up to your service.

What is DRM?

Digital Right Management, which is simply put a way to protect your video asset, so it cannot be copied and spread outside your service.

DRM is included in Red Bee's self-service apps.

Disclaimer: We use all the major DRM technologies from Apple Fairplay, Google Widevide and Microsoft Playready. We always update our backend to the latest version to ensure your content is safe, however, there are some exploits for which DRM cannot protect your content and there might be security flaws in those DRMs outside our control and therefore for which we cannot be held responsible.

Will I have to pay extra for CDN?

No, it is also included in the Red Bee self-service apps.

Users

Can I delete users within the service?

Yes, you can both create and delete admin users and end consumers of the service.
For end users go to the menu choice "User accounts" and for the admin and editorial users go to menu choice "Service".

Can I export users from the service?

Yes, in the Portal you can export all the users email addresses into a .csv file but not the passwords.

Note: From a GDPR perspective, you need to make sure that your users have given you the consent to do so, which could be included in your T&C's for example.

Can my users ask to get their account deleted?

Yes, you can easily delete the viewer from your database, this is needed for you to be compliant with GDPR. The user can also delete their account from your service if they want to.

Can I delete my account with you?

Yes. As an administrator of the service you can delete your service. Please contact us on OTTSupport@redbeemedia.com

Payments

What payment are supported for end users?

We support several types of payments methods for end consumers. Our system is pre-integrated with Stripe. If you want to charge end users for TVOD or SVOD, reach out to OTTSupport@redbeemedia.com for help and you would also need to open an account with Stripe as we are only providing the connection between the streaming service and your payment gateway.

If you have payment via Stripe, additional costs will be charged by Stripe. See their website for more details.

Do you support multiple currencies to the end user?

Yes, we do. You just need to set up multiple products and/or packages into the Portal and the service will pick the right product given the geo-location of your user.
Example:

  • Product name: SEK, Geo: Sweden
  • Product name: GBP, Geo: UK
  • Product Name: Euro, Geo: EU countries
  • Product name: USD, Geo: Rest of the world

How much will I be billed?

It depends on your payment plan. You can keep track of the hours of ingest, active users per month and more in the menu "Billing".

Red Bee show prices in Euro, but I'm based in the UK, can I be charged in GBP?

No, all of our self-service customers will be charged in Euros as our billing service is based in The Netherlands we follow their currency.

What is Fair Billing Policy?

We only charge you for the number of active users on your service, this number can vary per month. In essence, we do not look into the number of users who have signed up to your service, but the number of users who have started to watch at least one asset or live event on your service.

How often will my credit card be charged?

We will charge your credit card on the same day as you signed up. Depending on your payment plan, your usage and your number of consumers of your service, we will charge you differently. You can follow your billing from the menu choice "Billing" where also your invoice for each month can be found.

Can I change billing day?

Unfortunately you cannot change that at the moment, we will let you know if we do any changes.

Can I cancel my service?

Yes, of course you can cancel your service. You only pay for the first month of usage (depending on plan) and you have no obligations to stay with us after that first 30 days.