Support

Where is the Video Central Support Page located?

videocentral.amazon.com/home/help

Can anyone visit this site?

Yes. It is open to the public.

Who is the intended audience?

Studio partners, post houses, and vendors.

When did the site launch

The revised site launched in August 2018

Is the Support site only in English?

The Support site is localized into Spanish, French, Italian, German, Japanese, and Brazilian Portuguese.

How do I know what changes between updates?

We include a What's new section and release a new video that describes the latest updates. We also include history of past updates to help keep you informed.

Can I deliver a US title package to the UK since they are so similar?

You can, but you must alter the title metadata so that a customer in UK can enjoy your content. This includes at least a new rating and a new genre. Then, you need to redeliver the repurposed title package to the new delivery location via Aspera.

My content is in English and I want to deliver to Germany and Japan. Can I use the English image?

While customers in those regions prefer a localized image for your content, you can deliver the original language image if it matches the original language of the video.

Can I simply use my "Global" title package to deliver to the US, UK, Germany, and Japan?

While our aim is to utilize the "Global" title package format for all of our regions, we aren't there yet.

What are the technical details about the format of assets you accept?

See the Technical Details section of the Video Central Support site for information.

Why is there a different requirement regarding texted video for Classic and Global catalogs?

While our goal is to eliminate the need for different edits and utilize a single, component-based catalog, we still use our original catalogs in the US, UK, Germany, and Japan. Texted material is required in these catalogs.

Will embedded audio with disabled audio tracks be rejected?

Yes. All audio tracks must be enabled.

Are requirements for trailers the same as source video?

Yes, however, trailers have a maximum length of six minutes. Also, it is important to note that we accept true trailers for features only. For episodic content, trailers must be delivered as VAM. The VAM delivery process is explained in the Classic and Global Packaging Requirements sections of the Video Central support site.

Where can I find information on a territory-by-territory basis?

See the Supported Features table on the Video Central Support Site.

How do I deliver descriptive audio?

In our effort to further support blind and visually impaired customers, Prime Video fully supports descriptive audio or "narration." Descriptive audio consists of a narrator talking through the presentation, describing what is happening on the screen or stage during the natural pauses in the audio, and sometimes during dialogue if deemed necessary. There are examples of how to deliver descriptive audio in the Technical Asset Requirements section of the Video Central support site.

My timed text has a 1-hour offset because of a prior release. Can I deliver them as-is?

No. Your timed text stream will not initiate events for the first hour and this will fail your package.

What happens if I don’t deliver an image with my content?

Prime Video can only move forward with processing a title when it is "workable." Workability includes receiving all required assets, including images.

How do I match my title metadata to my avails and asset metadata?

For Classic marketplaces, you must match the UniqueID in the Amazon XML or XLS and the AltID in the EMA Avails (ALID and ContentID in EMA Avails v1.7+). For Global marketplaces, you must match the ContentID in the MEC, the ALID in the MMC, and the AltID in the EMA Avails (ALID and ContentID in EMA Avails v1.7+).

How do I match my asset metadata to my avails and title metadata?

For Classic marketplaces, you must match the UniqueID in the Amazon XML or XLS and the AltID in the EMA Avails (ALID and ContentID in EMA Avails v1.7+). For Global marketplaces, you must match the ContentID in the MEC, the ALID in the MMC, and the AltID in the EMA Avails (ALID and ContentID in EMA Avails v1.7+).

What happens if I don’t follow the rules defined by Full Extract and Full Delete during the content rights delivery process?

Because we have no way to predict partner intent, we must assume correct alignment in data entry methods. If Full Extract and Full Delete workflows aren't followed, it is likely content will not appear to customers as or when intended.

Will my submissions for TVOD (POEST, EST, VOD) affect the rights I grant for Prime SVOD or my SVOD Channel?

No. Content rights granted for one business line doesn't affect the others. The business line is determined using the LicenseType field to distinguish between transactional and subscription models and the GroupIdentity field to distinguish between first-party SVOD and third-party SVOD.

If I have content on multiple SVOD channels in the same territory, do I need to include those in the same "scope" during the submission process?

Yes. Because the content shares the same retailer, licensor, title, territory, and business line, they are a part of the same scope and must be included.

Can I submit a Full Extract and a Full Delete within the same submission?

Yes, as long as they aren't within the same "scope." If they share the same scope, then you must submit a Full Delete first, followed by a Full Extract.