How can we help?

1. Ask your administrator to create your account.
2. Open Sign in. Enter your username or email and password. Your Video library opens.

Viewers using shared links do not need a client account.

1. Open Sign in and choose the password-reset link. Enter your username or email.
2. Follow the emailed link. Set a password of 12–256 characters, then sign in.
3. Use the newest reset link; expired or used links will not work.

No email? Check spam and your address, then ask your administrator to check delivery.

1. Open Account → Your profile.
2. Edit your name, display name or organization. Save and wait for confirmation.

1. In Account → Your profile, enter your new email address and save.
2. Follow the confirmation link sent to that address within 24 hours.
3. Cancel an incorrect pending change in Account. Request a new link if it expires.

Your current address stays active until confirmation. The new address must not belong to another account.

1. Open Account → Password & sessions. Enter your current password and confirm a new one of 12–256 characters.
2. Save, then choose Change password and sign out. Cancel keeps your current password.
3. Sign in with the new password.

This signs out every device and stops unfinished local uploads. Finish those uploads first.

1. Open Account → Password & sessions → Other devices.
2. Choose Sign out other devices. This browser stays signed in.
3. If a page reports a changed session, sign in again and reopen it.

Other sessions’ unfinished local uploads stop. During a sign-out warning, choose Keep uploading to continue or Stop uploads and sign out to leave.

1. In Video library or Live streams, choose the item’s Settings.
2. Edit Title or Description, then choose Save changes.
3. Choose Load private preview to check playback.

Your permanent watch and embed URLs stay the same.

1. Open the video’s Settings → Load private preview. Pause on the frame you want.
2. Expand Thumbnail image. Choose Use current preview frame or enter Frame time in seconds.
3. Choose Save changes.

This selects a frame within the current video. It does not upload a thumbnail file.

1. In Video library, choose Trim on a Ready video.
2. Set the section to keep using the handles or Start and End fields.
3. Choose Preview selection, then Create trimmed video.
4. Wait for processing. You may close the trimmer after the request is accepted.

The trimmed version replaces playback at the same links. Previous versions remain recoverable until the shown expiry. Select full range only resets the unsaved selection.

1. Open the video’s Settings → Captions and transcript. Choose the spoken language or Detect language.
2. Choose Generate captions, then Refresh status. Viewers can enable ready captions in the player.
3. For future videos, enable Automatically generate captions for new videos and recordings in Account, then Save account defaults.

Captions transcribe speech; they do not translate it. The account setting does not regenerate existing videos.

1. Open Settings → Captions and transcript.
2. Wait for a ready caption track; use Refresh status to check.
3. Choose Show transcript or Download transcript.

If disabled, generate captions or wait for processing. This screen does not edit caption text.

1. Open Video library.
2. Use the gallery and list icons at the top right.
3. Choose Watch, Trim or Settings on a video.

Watch and Trim appear when the video is Ready.

1. Enter a title or description keyword in Search videos.
2. Sort by newest, oldest or title.
3. Use Previous and Next for more results. Clear the search to show all videos.

Missing a video? Check Trash, Upload queue and Imports, and confirm you signed into the correct account.

1. Choose + New → Upload videos. Allow the upload window to open.
2. Drop files or click to select them. Edit each queued Video title.
3. Choose Start uploads. Two files transfer at a time.
4. Check Video library for Ready after processing.

Uploads start private. Keep the upload window open until every file reaches Processing. If pop-ups are blocked, keep the upload tab open and browse in another tab.

1. Start uploads in the separate upload window. Browse the main dashboard normally.
2. Return using the upload-count button or + New → Upload queue.
3. Use Pause / Resume for one file or Pause all / Resume all for the queue.

Keep the upload window open and stay signed in. Closing or refreshing it stops unfinished transfers. A file at Processing continues on the server.

1. Check your connection and return to the original upload window.
2. Use Resume for a paused file. Retry restarts an interrupted file.
3. Choose Cancel to stop an unfinished transfer.
4. If processing fails, try a fresh MP4 with H.264 video and AAC audio.

If the window was closed, select the file again. Check the library for an existing record before uploading another copy.

1. Choose + New → Create live stream.
2. Enter Channel name, select Camera or encoder, then Create channel.
3. Choose Connect encoder for setup or Settings for sharing.

Channels and recordings start private. Reuse a channel for recurring broadcasts. Test channels are watermarked and limited to five-minute broadcasts.

1. In Live streams → Connect encoder, select your device profile.
2. In OBS → Settings → Stream → Custom, paste Server URL and Stream key separately. Leave extra streaming authentication off.
3. Use Secure RTMPS when supported; otherwise copy the exact Compatibility RTMP URL.
4. Start the encoder. Check Live and Private preview in ACM Vault.

RTMPS uses port 443; RTMP uses 5222. For one URL field, choose My encoder asks for one full URL → Copy full URL.

Keep stream keys private. Never enter your account password in the encoder.

1. Connect a direct-streaming ATEM, such as a Mini Pro or Extreme model, by Ethernet. Open ATEM Software Control.
2. In Connect encoder, select the ATEM profile and Download ATEM service profile.
3. Load the XML through ATEM’s Stream menu. In Output → Live Stream, choose ACM Vault, paste the channel key into Key and select ACM Vault Standard.
4. Use 1080p25, 29.97 or 30 as a starting standard. Press ON AIR, then check Private preview.

The XML contains no private key. The original ATEM Mini needs USB + OBS. Menu names vary by software version.

Blackmagic ATEM setup reference

1. Connect the ATEM’s USB output to your computer. Add its video and audio sources in OBS.
2. In Connect encoder, select Original ATEM Mini / any ATEM via USB + OBS.
3. In OBS → Settings → Stream → Custom, paste Server URL and Stream key separately.
4. Choose Start Streaming. Keep OBS running and check Private preview.

The original ATEM Mini cannot stream directly without a computer.

1. Open the Monarch Command Center. Choose Stream-only or Stream-and-record, then Settings → Stream.
2. In ACM Vault → Connect encoder, select Matrox Monarch HD. Select RTMP on the Monarch.
3. Paste Server URL into Server URL and the channel key into Stream name. Leave streaming Username and Password blank.
4. Apply, start streaming and check Private preview.

Stream name means the secret key, not the channel title. Preserve the URL’s port. Record-only mode does not broadcast.

Matrox Monarch HD manual

1. In Connect encoder, choose Mevo app or Mevo Studio / Multicam.
2. In Mevo, connect your cameras and add a Custom RTMP/RTMPS destination.
3. Paste Stream URL and Stream Key separately. Save and select the destination.
4. Choose Go Live / Start Streaming, then check ACM Vault’s Private preview.

Prefer RTMPS; use compatibility RTMP if needed. Mevo Go feeds Studio / Multicam. Keep the app open when using a camera hotspot.

Mevo destination reference

Use H.264 video and AAC audio. Start at 5,000 kb/s for 1080p25/29.97/30, or 3,500 kb/s for 720p30. Set two-second keyframes and 128 kb/s audio where available.

Keep the stream below roughly half your upload bandwidth. Test picture, sound and connection stability before an event.

1. Start streaming on your encoder or camera app.
2. Wait for Live in ACM Vault. Choose Private preview and check picture and audio.
3. Stop the encoder when finished. Allow about a minute for the reconnect window.
4. Find the recording in Video library. Wait for Ready and review its sharing settings.

Reuse the channel’s link for future broadcasts. Each recording has its own link and starts private. Viewer playback is delayed behind the encoder.

1. Open the destination’s live event and select its external-encoder option. Copy its server URL and key.
2. While the Vault channel is Offline, open External destinations. Enter the destination name, URL and key, then Add destination.
3. Start your encoder through ACM Vault. Check the receiving preview and choose Go Live there if required.
4. Stop the encoder and finish the destination event. To change a destination, wait for Offline, remove it and add the updated settings.

Destinations receive future broadcasts until removed. Test channels cannot forward. The destination controls its own privacy; Vault passwords do not protect that copy.

1. Confirm the encoder is sending to the intended channel. Check its URL, port and key.
2. Allow outbound RTMPS on port 443 or compatibility RTMP on 5222. Use one encoder per channel.
3. For silence, check the audio source and AAC output. For interruptions, check upload bandwidth and reduce bitrate.
4. If Private preview works, check sharing, the viewing password and embed domains.

Test broadcasts end after five minutes. Ask your administrator if standard channels or forwarding are unavailable.

1. Open the item’s Settings → Who can watch?
2. Choose Private, Anyone with the link, or Anyone with the link and password.
3. Set a viewing password of at least eight characters if needed, then Save changes. Leave an existing password blank to keep it.

Viewing passwords differ from sign-in passwords. Anyone can forward a shared link. Changing access blocks new viewing authorizations; previously issued media access can last up to ten minutes.

1. Open Settings → Permanent links and embed.
2. Choose Copy watch link, or Copy embed code for your website’s HTML/embed block.
3. Enable link or password access under Who can watch?, then Save changes.
4. Test while signed out. For recurring broadcasts, share the channel’s link; it waits while Offline.

Use permanent watch links and embeds. Their addresses stay the same after edits and trims. They can keep playing during an ACM Vault dashboard outage; uploads, account changes and sharing changes require the website.

1. Open Settings → Permanent links and embed → Allowed embed domains.
2. Enter exact hostnames, one per line: example.com and www.example.com. Omit https://, paths and wildcards.
3. Save changes and test on each website.

An empty list allows any website. Embed restrictions do not make a shared watch link private; use password protection when needed.

1. Open Account → Default player appearance.
2. Set the colors and title font. Enter an HTTPS logo URL or upload a PNG, JPEG or WebP up to 2 MB.
3. Set the logo corner, size, spacing and opacity. Choose Preview with my video to check.
4. Choose Save account defaults.

Videos and live streams inherit these defaults unless changed individually. Title fonts load from Google; the logo overlay is not burned into the video.

1. Open the item’s Settings → Player appearance.
2. To customize colors or the logo, clear Use account colors and logo.
3. Choose a title font, preview your changes, then Save changes. Font choices work independently of the colors and logo setting.
4. To restore shared defaults, enable Use account colors and logo and choose the title font marked (default), then save.

The font marked (default) comes from your account, or Inter if no account font is set. Changes apply to the watch page and embed.

Open the permanent watch link and press Play. Use the owner’s viewing password if prompted. Mobile browsers may require a tap to start.

Unavailable? Ask the owner to check the link and sharing. Offline? Wait for the broadcast. If only an embed fails, check allowed domains. Repeated wrong passwords can cause a temporary block. For a connection interruption, leave the player open while it retries. Playback stops if authorization expires.

1. Open Settings → Move to Trash. Choose Move video to Trash, then confirm.
2. Open Trash and check the Recover until date.
3. Choose Restore before that deadline, then review sharing in Settings.

Trash blocks new viewing access but still uses storage. After recovery expires, the video is scheduled for permanent deletion and cannot be restored.

1. In Video library, choose Trim.
2. Find previous versions below the trimmer. Check duration and recovery deadline.
3. Choose Restore previous version, then check playback.

Links stay the same. Retained versions use storage until removed. Select full range resets a selection; it does not restore a version.

1. Open Analytics → Storage & delivery.
2. Choose Month (UTC) for delivery. Stored minutes and assets show the current snapshot.
3. Choose Refresh usage and check report-day coverage and update times.
4. Choose Download usage CSV to export.

Delivery can lag about 12 hours. Incomplete coverage is not confirmed zero usage. Selecting an older month does not show historical storage.

Storage includes library videos, recoverable Trash, retained trimmed versions and other retained assets. Trashing or trimming does not immediately remove older media.

Check the category breakdown, Trash deadlines and previous-version recovery dates. Totals decrease after media is removed and inventory refreshes.

Viewing totals shows views, watch minutes and average watch time for 7, 30 or 90 days. Open an item’s Settings for its own totals.

Delivery minutes measure media sent, not people. Reporting can be delayed. Private previews and imported Vimeo history stay separate from shared-player totals.

Configured storage and delivery allowances show warnings at 80% and at the limit. Ask your administrator to review an allowance.

Warnings do not automatically stop uploads. Any displayed amount is a projection using configured rates and recorded usage; extra services and adjustments are excluded.

1. Open Imports in the Vault account receiving the videos. Administrators should select the intended Client account.
2. Expand How to get a Vimeo token. Create an authenticated source-account token with public, private and video_files permissions.
3. Enter it in Vimeo access token → Connect Vimeo. Check the connected source account.

Enter tokens only on the connection screen. Vimeo must allow downloadable API file access.

Vimeo developer apps

1. In Imports → Choose videos, select Scan Vimeo library and wait for completion.
2. Search titles and select videos or Select this page. Queue up to 100 per batch.
3. Choose Import sharing; Keep all imports private is the default.
4. Choose Import selected, then Start imports. Follow progress in Import queue.

Scanning alone copies nothing. Existing imports are not duplicated. To refresh the source list, choose Rescan from start, then Scan Vimeo library.

Queued Vimeo imports run on the server; you may leave the page.

1. Use Refresh queue to check progress. Completed items offer Open video settings.
2. Fix source access, then use Retry. Cancel queued import stops a job when offered.
3. Use Check transfer again for an uncertain result. Ask your administrator if it stays unresolved; do not queue another copy.

Disconnecting pauses new source reads. Reconnect the original source account to continue. Transfers already accepted can finish.

Imports retain available titles, descriptions, dates, source IDs and privacy details. Accessible captions and thumbnails are copied; otherwise a generated poster is used. Check review notes.

Imports default to private. Compatible public/unlisted sources can preserve link access. Restricted or unknown settings stay private; source passwords are not copied. Review sharing and domains before publishing.

Vimeo originals remain unchanged. Test a few videos before importing a large library.

1. Review each completed import’s playback and sharing.
2. Choose Download link map in Import queue.
3. Replace website links and embeds with the mapped Vault addresses. Test while signed out.
4. For matching numeric paths, open a completed import’s Vimeo-style paths → Enable old paths.

These paths work only on the Vault domain. Vimeo-owned URLs cannot redirect here. Conflicting paths cannot be overwritten.

1. Connect the original Vimeo source account in Imports. Export its Video or Date analytics report.
2. Prepare UTF-8 CSV below 2 MB with up to 5,000 rows. Include a numeric Video ID or Video URL.
3. In Historical analytics, select the CSV. Supply YYYY-MM-DD dates in the file or form, then Import historical report.
4. Review Vimeo history in Analytics or the imported video’s Settings. Export using Download saved Vimeo history.

Exact video/period matches replace earlier values; overlapping periods are rejected. Vimeo reports and lifetime snapshots stay separate from ACM Vault totals. Unique counts and percentages are not summed.

Vimeo analytics export instructions