Support

Answers to common questions, and how to reach us.

Encodia has a full guide built in: click Help in the app, or the ? buttons next to its settings. If you can't find your answer there or here, we're happy to help.

Contact us

Please tell us your Encodia version (Preferences → About) and macOS version (Apple menu → About This Mac). Feature ideas are welcome at the same address; we read every one.

Getting started

How do I add videos?

Drag videos or a folder onto Convert, click the drop area, or choose File → Add Videos… (⌘O) or File → Open Folder… (⇧⌘O). You can also drop videos on Encodia's Dock icon, or use Open With → Encodia in Finder. From a folder, Encodia takes the videos directly inside it, in name order.

Which files can Encodia read?

MP4, MOV, MKV, AVI, WebM, TS, M4V, FLV, WMV and MPEG files, with H.264, HEVC, ProRes, VP9 or AV1 video. If a video can't be converted, its card says why.

Where do converted videos go?

Into your output folder, set in Preferences → Conversion. If you haven't set one, Encodia asks when you click Start. Click the folder at the bottom of the sidebar to open it in Finder. Each video gets a folder of its own, named after its series ID or its file name.

How many videos can I convert at once?

The free version converts one video at a time. With Pro, you can add many videos or a whole folder in one go, and Encodia converts two side by side; change it to anywhere from 1 to 4 in Preferences → Conversion → Several Videos.

Formats and quality

HLS, MP4 or WebM: which should I choose?

• HLS Multi Quality: for streaming from your own website. Encodia makes several sizes, and the player switches between them to suit each viewer's connection.
• HLS Single Quality: one size, split for streaming. Smaller output, simpler to host.
• MP4: one file that plays almost everywhere. Best for downloads, sharing and social media.
• WebM: an open format for the web, with VP9 video and Opus audio.

Which preset should I use?

Balanced suits most videos. Efficient uses a lower bitrate for smaller files. High Quality uses a higher bitrate to keep more detail. With Pro, a Custom preset lets you set the video bitrate at 1080p (other sizes follow in proportion) and the audio bitrate.

What sizes can Encodia output?

360p to 1080p in the free version. With Pro, also 2K (1440p), 4K (2160p) and 8K (4320p), or the original size. Encodia never makes a video larger than its source.

Why is my converted file bigger than I expected?

Each video's card estimates the converted size before you start. By default, Encodia won't give a video a higher bitrate than it already has, so files don't grow without looking better; this is the switch in Preferences → Conversion. For smaller files, choose Efficient or a smaller size.

Is it fast?

Encodia encodes H.264 and HEVC with your Mac's built-in video hardware through VideoToolbox, so it's quick and keeps your Mac cool. WebM is encoded in software, so it takes longer.

Watermarks and intros (Pro)

How do I add my logo?

Choose an image in Preferences → Branding, then its corner, size and opacity. A PNG with a transparent background works best. Then tick Watermark in Convert's Encoding Options. It's sized to each video, so it looks the same at every resolution.

How do I add an intro?

Choose an intro clip (MP4 or MOV) in Preferences → Branding, and optionally a second one for portrait videos. Tick Intro in Encoding Options. An intro with transparency, such as ProRes 4444 or HEVC with alpha, plays over the start of your video instead of before it. The watermark is never put on the intro.

Uploading to your server (Pro)

How do I set up uploads?

Add your server in Destinations: FTP, FTPS (FTP with encryption) or SFTP, with its address, login and the folder to upload into. Click Test Connection to check it works. Then choose it in Convert's Upload Options. Each video is uploaded into a folder of its own as soon as it's converted.

Which protocol should I use?

SFTP or FTPS whenever your server supports them: they encrypt your password and files. Plain FTP sends both unencrypted.

Can I upload to Cloudflare R2, Amazon S3 or Bunny?

Not yet. It's on our list. If you need it, tell us; it helps us decide what comes next.

Is my password safe?

Yes. Passwords are stored in your Mac's Keychain, never in plain text, and never sent anywhere except to your server when logging in.

Series IDs

What's a series ID?

A prefix and a number given to each video, like AZ001, AZ002. The ID names the video's output folder, and its folder on your server, so you can link to videos predictably from your site.

How do I start a series?

Type a prefix in Convert's Series ID column, and its first number: its digits set the padding, so 001 makes three-digit IDs. An existing series carries on from its next ID. In Series you can see every video in a series, change the next number, copy IDs, or export the list as JSON or CSV.

Can I name folders after the file instead?

Yes. Turn off series IDs in Preferences → Conversion.

Encodia Pro and purchases

What does Pro add?

Batch and folder conversion, several conversions at once, uploading to your servers, 2K, 4K and 8K output, watermarks and intros, and the Custom preset. See the Pro section for the current price.

Is it a subscription?

No. Pro is a single purchase, yours to keep.

I bought Pro, but it's locked

Open Upgrade to Pro in the sidebar and click Restore Purchases. Make sure you're signed in to the App Store with the Apple Account you bought it with. This is also how you unlock Pro on another Mac.

Can I get a refund?

Purchases are handled by Apple. Request a refund at reportaproblem.apple.com, or tell us what went wrong first; we may be able to fix it.

The upgrade button says the App Store can't be reached

Check your internet connection, and that you're signed in to the App Store. Then quit and reopen Encodia.

Troubleshooting

A video won't convert

Its card says why, and Start stays off until you remove it. For the details of a conversion that failed, open Log under the videos, or select the conversion in Queue. If the file plays in QuickTime Player but Encodia can't convert it, report a bug and include the log.

An upload fails

Check the destination with Test Connection in Destinations. If the server rejected the login, edit its username or password. If Encodia couldn't connect, check the address and port, and that the server is running. Encodia retries dropped connections twice, after 10 and 30 seconds. A video that didn't upload keeps its files, so Retry Upload sends them again without converting.

SFTP says the server's key has changed

Encodia remembers each SFTP server's identity, and stops if it changes, since that can mean someone is intercepting the connection. If you know the server was reinstalled or moved, forget the saved key in Destinations and connect again.

"A folder named … already exists in the output folder"

Encodia won't write into a folder it didn't create, so it never mixes your videos up. In Series, raise the series' next number past it, or move the existing folder away, then retry.

The converted video looks soft or blocky

Choose High Quality, or with Pro, a Custom preset with a higher bitrate. Very low-bitrate sources won't improve by converting them.

System requirements

• macOS 14 Sonoma or later
• A Mac with Apple silicon or an Intel processor
• Enough free space for the converted videos. The sidebar shows the space left on your output disk.