1. What is Cincopa's refund process?
Payments are generally nonrefundable, subject to applicable law and any written agreement. If you believe a charge is incorrect, contact support with the payment details. See the Terms of Use for the current refund and cancellation policy.
When does the traffic and storage quota reset?
The traffic quota reset on the first day of every month.
The storage quota will grow when you upload more and shrinks when you delete items.
2. How can I change my user name?
You cannot change your username but you can change your email address. Log in to your Cincopa account, click My Account at the top of the page and then in the Personal Information box click the Edit link.
3. I linked my personal Cincopa account to a WordPress. I'm not in charge of that site anymore, but my account can be still accessed and managed from the dashboad. How can I remove this access?
You can remove access to your Cincopa account from the WordPress Dashboard by changing the password of your Cincopa account.
If you want to also remove access to your gallery and do not want to keep the gallery, also delete your gallery. If you do want to keep the gallery but remove access, duplicate the gallery to change the gallery ID and delete the original gallery.
4. I have a Paid Account, what happens when I exceed my traffic or bandwidth quota?
When you reach 80% of your quota, you will receive an email from Cincopa alerting you. At this point, you will need to add a package to increase your bandwidth and/or storage quota. If you do not add a package to increase your quota(s), your Cincopa galleries will stop working when your quota reaches 100%. Cincopa will automatically send you an email when this happens as well.
Available packages include:
- An additional 5GB of traffic
- An additional 5GB of storage
- An additional 30GB of traffic
- An additional 30GB of storage
5. I'm getting the error message "Cincopa user is out of storage quota" on a gallery, what does this mean?
The error message "Cincopa user is out of storage quota. If you are the owner you can add a package and resync the folder." has a couple potential causes:
- You may be over your storage or traffic quota. Log in to your Cincopa account and check your usage. If you have exceeded your quota, you can visit our Add Package page to add additional traffic to your account. After upgrading your account by adding one or more packages, resync your galleries to continue using your account.
- You might have two accounts and one of them is out of storage or traffic. This is very common problem, try to remember if you ever logged with different email or user login. If you can’t locate the account send us a link to the page in your site where you get the message and we’ll try to locate the source account for you.
Note: Due to security issues we’ll only be able to send you the account owner email or user login to the email address from the other account so you will need to have access to the email address registered for that account.
6. When my Account subscription expires, what happens to my media?
When a paid subscription ends or a trial expires, the account is suspended. To continue using Cincopa, choose a paid plan or request a trial extension from support. Extensions require approval.
See the Terms of Use for suspension and account-content retention details.
7. Can I choose to show my images in the original size if I upgrade to a Paid Account?
In the settings for our Photo Galleries, you can choose the size of the content, as well as the size of the thumbnails.
For example, you can choose a small thumbnail (100x75) and a large display of the content (600x450)
8. I'm not getting an email confirmation, what should I do?
The confirmation email should arrive almost instantly. If you have not receive the confirmation email after several minutes you can try the following:
- Check your spam/junk folder in your email.
- Use a different email address
9. What is the difference between storage and traffic?
Storage is the amount of space that your account has allocated to it on the Cincopa servers.
The storage includes the size of your uploaded files. Please notice that the system automatically saves different versions of your file, for example for hi-resolution, mobile, video files with different qualities and for different devices.
Traffic is the bandwidth that is used while your media is being watched. You can think of bandwidth as lanes on a highway. The more people that watch your media (cars) the more bandwidth (lanes) you will take up.
You can see how much storage and traffic you have used by logging in to your Cincopa Account and clicking My Account at the top of the page. There you will see the usage information box like the one below.
If you need more storage or traffic, review your current plan and the capacity options available in your account. You can choose a paid plan or contact support about increasing your limits.
Estimating the amount of traffic your account will need is not an easy task, as there are many factors involved.
The best practice is to let your account run for a few days and monitor your traffic usage in your My Account page. The chart is showing how much traffic your site consumes each day, multiply it by 31 days and you have a good estimate.
Also note that traffic will be higher if you have a heavier gallery, but as soon as a returning client watches/loads the gallery, the traffic will be taken out of his browser's cache, and not your account.
10. How do I activate my account?
When a you create an account with Cincopa, you will receive an email on the email address which you used to register the account with Cincopa so that the account can be activated.
- After creating the account with Cincopa, you will receive the following message: "Your email is not yet confirmed, Confirm your email to fully activate your account".
- Click on "Confirm your email". Then you will reach the page "Confirm email address" where you will see the message: "An email has been sent to you when you've registered your account - please check your inbox (or spam box) and confirm your email to continue".
- Sign in to the email account that you have used to register with us. You will see an email from Cincopa. In the body of the email you will get the below message: "Thank you for joining Cincopa!Click here to confirm your email address.Note that you can always change your email address from your profile.If the link doesn't work simply copy and paste this URL to the browser: "Here you will see the URL to activate your account"
- If you still don't receive an email from Cincopa. Click on "Send email again" on "Confirm email address" page. If it still does not work click on "Change email".
- After changing the email, sign in once to the new email and check.
- Once you will confirm your email from your inbox, you will get the "Email confirmed" page on your screen where you will get the message: "Your email address" is now confirmed and active.
- Then click on sign in and you will be able to see your Cincopa account.
11. How can I remove the auto-fill of my password on the Cincopa page ?
Password auto-filling or auto-completion is a feature of your web browser not the Cincopa login page.
* If a user is using "Google Chrome", follow the steps below:
a. Click the wrench icon in the toolbar
b. Click Options
c. Click the Personal Stuff tab
d. Choose to never save passwords
* If a user is using "Mozilla Firefox", follow the steps below:
a. Click on the "Tools" menu.
b. Under "Tools" menu, click on "Options".
c. In the "Options" window, click on the "Security" tab and then uncheck the "Remember Password for sites" box and then click on "Ok".
* If a user is using "Internet Explorer", then he/she can follow the steps below:
a. Click on the "Tools" menu.
b. Under "Tools" menu, click on "Internet Options".
c. In the "Internet Options" window, click on the "Content" tab.
d. Then click on the "Settings" button for "AutoComplete".
e. Then uncheck the "Username and Passwords on Forms" box and click "Ok".
12. How can I change my username and password?
You can change the password and the email address that you used to register the account with Cincopa.
Below are the steps to change your password:
- Go to signin page and click "forgot my password"
- Enter your email address, that you have used to open the account with us. Please make sure that you are using the correct email address.
- Click on "Get A New Password"
- Sign in to the email that you have used above and you will see an email from "noreply@cincopa.com" with a subject line of "Create a new Cincopa password for 'your username'."
- In the body of the email, you will see the link to change the password. Click on the link.
- You will see the "Set new password" window on your screen where you will get the message: Please fill in your new password for "your username". On this page you can change the password.
13. How do I setup a second account?
For those of you who are managing more than one site, it is possible to add another Cincopa account to the same existing account.
First go to www.cincopa.com (do signout if you're already logged with the first account), and register a new account.
Secondly, reach out to support@cincopa.com so they can add the new account under your existing profile.
14. Can I copy media between Cincopa accounts?
Yes, you can use the API token to copy media from one tube to another.
15. How can I remove the "Powered By Cincopa" branding?
Branding controls depend on your plan and the selected player or gallery template. Check your account customization settings or contact support to confirm what is included.
16. Can I switch plans?
Yes, you can upgrade or downgrade at anytime.
17. What other features can I add to my Paid Account?
For larger sites we are offering more bandwidth and more storage, check our Add Package page for more information.
18. How long are Cincopa contracts?
Cincopa offers monthly and yearly contracts. If you sign up for a monthly agreement, the contract length is one month and you are automatically billed on a monthly basis. If you sign up for a yearly agreement, the contract length is one year and you are automatically billed on an annual basis.
19. Does Cincopa offer a trial?
Cincopa offers time-limited trials where available. Check the pricing page or your approved trial offer for the duration and included features. A trial does not automatically become a paid subscription. After expiry, the account is suspended unless you upgrade or an extension is approved.
20. Where can I find the payment details for Cincopa in my PayPal account ?
Here are the steps to find the payment details for Cincopa in your PayPal account:
1. Sign in to your PayPal account.
2. Locate the "payment sent" link.
3. Click on the link.
4. Under the "payment sent" link, the merchant name for Cincopa will be billing@cincopa.com.
5. Click on the merchant name for the payment details.
21. Where do I make a payment to Cincopa?
There are several ways available to make a payment to Cincopa.
Sign in to your Cincopa account and follow the link below to make your payment using a credit card:
http://www.cincopa.com/cincopamanager/paypal/plans.aspx
22. What is the Cincopa Paid Account?
The Cincopa Paid Account is for users that want more for their site, more bandwidth, more storage and more customization features for templaes and players.
We offer monthly and yearly agreements, there are no setup or cancellation fees and you can cancel at any time.
Here's what is included with a Pro Account:
- 5GB of online storage
- 7GB of bandwidth per month
- Unlocks many customization features
- The ability to remove Cincopa branding ("Powered By Cincopa")
- Email support
Visit our Upgrade Page to sign up for a Paid Account.
23. How can I switch from a monthly to a yearly plan ?
The yearly plan is cheaper in the long run thus you'll save money if you switch your monthly subscription with a yearly subscription.
Here is how to do it :
- Cancel your monthly subscription. It's best to cancel about three days before the end of the billing cycle.
- Signup for the new yearly plan.
Please note the following :
- Cincopa doesn't store any of your billing information or credit card therefore we'll not be able to do the switch for you.
- After step 1 your account may be down for a few minutes however it will be completely restored once you'll complete step 2.
- Cincopa will not refund the cancelled monthly subscription
24. If I cancel my monthly/yearly subscription before it ends, will it be cancelled immediately?
If you have a monthly or a yearly subscription and you cancel your subscription in the middle the subscription, your subscription will be canceled immediately.
25. What are the benefits of using Cincopa ?
There is a complete list of features of Cincopa at https://www.cincopa.com/pricing