Question 1

What file types and sizes can I upload?

Accepted Answer

Images up to 10MB (JPEG, PNG, GIF, WebP, AVIF, SVG, BMP, ICO). Videos up to 50MB and 300 seconds (MP4 and WebM). For the cleanest look on share pages, we recommend images up to 4096×4096px and videos at 1080p or lower.

Question 2

How do uploads work behind the scenes?

Accepted Answer

Files upload directly from your browser to secure cloud storage, not through our servers, so you get accurate progress bars and fast transfers even for large files. Images are ready immediately; videos go through a separate transcoding step before they're fully usable.

Question 3

Why is my video stuck on "processing"?

Accepted Answer

Videos are transcoded asynchronously after upload so they play smoothly for everyone you share with. For most clips this takes under a minute; longer or higher-resolution videos can take a few minutes. If a video stays in processing for more than 10 minutes, re-upload it or contact support.

Question 4

What are my options for adding media to the library?

Accepted Answer

Click Upload at the top of the library for a menu with every way in: Upload files (or press Cmd+U, Ctrl+U on Windows), Extract from PDF to pull images out of a script or deck, Paste a link to import an image from a URL, and Browse Frame.io when you have an account connected. You can also skip the menu entirely and drop files straight onto the page.

Question 5

Can I drag and drop media anywhere on the page?

Accepted Answer

Yes. Drag files onto any part of the library, the header, the toolbar, or the grid, and a ring appears around the drop area with a label naming where the files will land, your library or the pitch you have filtered to. Drop to start the upload; a progress pill at the bottom tracks how many files are done, and each grid tile appears as soon as it finishes. The same drop target works inside the media picker when you are adding an image or video to a pitch, where the label names the deck you have open.

Question 6

How do I browse my library by project or pitch?

Accepted Answer

The left rail splits the library into Library (All, and Recent for the last 30 days) and Used in, which lists your projects and expands each one to the pitches inside it; pitches with no project sit under their own group. Selecting a row filters the grid to that scope. Press Cmd+\ (Ctrl+\ on Windows) to collapse the rail for a wider grid; the current scope then shows as a label in the toolbar instead.

Question 7

How do I filter the Media Library?

Accepted Answer

Click Filters in the toolbar for AI, Item Type, and Tags with counts next to each option, plus Related to Pitches and Unused only, all in one menu (a bottom sheet on a phone). Combine any of these with the search field when you want a specific file without scrolling the whole library, and use Clear All Filters to reset them at once. Tags with different capitalization (like "Logo" and "logo") are merged into one entry so you never have to remember which case you used.

Question 8

How do I organize media with tags?

Accepted Answer

Open an item in the Media Library and add tags so you can find it later. To tag several items at once, select them and use Tags in the selection bar at the bottom of the screen. Tags live at the workspace level, so everyone on the team can filter by the same labels.

Question 9

How do I find media that is not used in any pitch?

Accepted Answer

Turn on Unused only in Filters to show items that are not used in any pitch or project. That is the fastest way to spot leftovers after a project wraps, or to clean up storage. Unused only cannot be combined with a related-pitch filter; pick one or the other.

Question 10

Can I see my media as a list instead of a grid?

Accepted Answer

Yes. The toggle next to the search bar switches between the grid, best for browsing imagery, and a list view with columns for name, type, dimensions or duration, size, tags, and where each item is used. In grid view, the minus and plus buttons beside the toggle change tile size (Cmd+= and Cmd+- also work, Ctrl on Windows), or pinch to zoom on a trackpad or touchscreen.

Question 11

How do I select several items at once?

Accepted Answer

Hover a grid tile to reveal a checkbox in the corner, or Cmd-click (Ctrl-click on Windows) anywhere on a tile to select it without opening it. Shift-click selects everything between your last pick and the new one, Cmd+A selects the whole loaded view, and Escape clears the selection. Once something is selected, a bar appears at the bottom with Make a mood board, Tags, and Delete.

Question 12

What does "Make a mood board" do?

Accepted Answer

Select a few items from your library and choose Make a mood board from the selection bar to turn them into a new pitch instantly. Pitchello picks a layout automatically based on how many items you selected and their orientation, and opens the editor on that page so you can keep going from there. It costs no AI credits since nothing is generated, your own images and videos are simply placed on a page in the order you picked them.

Question 13

Can everyone on my team upload and delete media?

Accepted Answer

Anyone with a Member, Admin, or Owner role can upload, tag, delete, and Make a mood board from the library. A Viewer can browse, search, filter, open, and download media, but cannot change it. Everyone only ever sees the library for the workspace they currently have active, never another workspace's.

Question 14

Why do my media URLs keep changing?

Accepted Answer

Every media URL is a signed URL that expires after one hour. This prevents your private uploads from being hot-linked or leaked. When a viewer opens a share link, Pitchello refreshes the URLs automatically — you never need to regenerate them manually.