Help

Frequently asked questions

Everything you need to know. Can't find the answer? Contact us.

Getting started

What can I show on my screens?: Videos, images, documents (PDF, PowerPoint, Word, Excel), web pages, YouTube playlists, live streams and any of the 147+ real-time apps (clocks, weather, news, dashboards, social media and more). Combine any of these in multi-zone layouts.
Do I need any special skills to get started?: None. The platform is designed for non-technical users. Players are plug-and-play; content is built with a drag-and-drop browser editor; 800+ templates mean you can be live in minutes.
What do I need to run my first screen?: A screen, an internet connection and a media player. The Alliance Player arrives pre-configured — just plug it in, connect to Wi-Fi or Ethernet and assign your content from the dashboard.
Is there a free trial?: Yes — 30 days of full Premium access on up to 5 screens. No credit card required.

What hardware does the platform support?: Alliance Media Player (Raspberry Pi-based), Android TV, Amazon Fire TV Stick, Samsung Tizen, LG webOS, BrightSign and any device running a modern web browser.
What are the Alliance Player specs?: The 1080p player uses a Raspberry Pi 4 (quad-core 1.5 GHz, VideoCore VI GPU, 1 GB RAM, 16 GB SD card, dual micro-HDMI, Gigabit Ethernet, USB 3.0). The 4K Plus uses the same board with 4 GB RAM and 32 GB storage for 4K video and multi-zone layouts.
Do I need to buy an Alliance Player?: No. The platform runs on hardware you already own. The Alliance Player is free with any annual plan if you want a pre-configured device.
Does the player ship internationally?: Yes, worldwide from US and EU warehouses.
Do screens work during an internet outage?: Yes. Players cache up to one month of scheduled content locally. Screens keep running without interruption; play-logs back-sync the moment connectivity returns.
Do you support vertical (portrait) screens?: Yes. Configure any player for portrait orientation; layouts automatically adapt.
Is there support for video walls?: Yes. Use one player per panel plus a master player for matrix configurations (2×2, 3×3 and custom asymmetric layouts), or pair any player with an HDMI video wall controller.

What video formats are supported?: All common formats. Uploaded videos are converted to H.264/AAC. YouTube downloads at up to 1080p. Live streams via HLS, RTMP and RTSP (H.264) are supported, as are PowerPoint files converted to video with animations preserved.
What image formats are supported?: JPEG, PNG and GIF (including animated GIFs).
What document formats are supported?: PDF, PowerPoint (PPT/PPTX), Word (DOC/DOCX) and Excel (XLS/XLSX), displayed as slideshows with configurable per-page durations.
Is there a storage limit?: No. Unlimited cloud storage on all plans.
How much bandwidth does the player use?: Content is downloaded locally before playback, so the connection only matters during sync. Use an unlimited broadband connection; metered connections risk overages.

Is there a free plan?: Yes — single-screen accounts are free forever, no credit card required.
How is pricing calculated?: Per screen per month. You pay only for the screens you activate. Add or remove screens at any time; billing adjusts automatically.
What payment methods are accepted?: Credit card for monthly and annual plans. Annual plans can also be paid by wire transfer via invoice.
What happens if my payment fails?: You receive automated email reminders. After 5 days a warning appears on screens for 2 minutes every 2 hours. After 14 days the account downgrades to the free single-screen tier.
Can I cancel at any time?: Yes. Reduce your screen count to 1 or contact support to remove the account entirely.

What security certifications does the platform hold?: ISO 27001 and ISO 9001, both issued by TÜV Austria. The platform is also GDPR and CCPA compliant.
How is player-to-cloud communication secured?: All communication uses TLS. Player storage is encrypted. All schedule and config files are digitally signed — players refuse to run anything the system did not generate.
Do players require inbound firewall ports?: No. Players use outbound-only traffic. No port forwarding, DMZ or UPnP is required.
Is SSO supported?: Yes. SAML 2.0 SSO on Enterprise plans (Active Directory FS, Okta, OneLogin). Two-factor authentication is available on all plans.

Our team responds within one business day.