Frequently Asked Questions

Account & Billing

I bought a license but the app is still restricted

This could have happened for 2 reasons.

  1. You originally signed up with Google sign in (and we no longer support this). So, to fix this, please visit our website and sign UP using the email you used originally during the google sign in. Ignore any error messages and just try logging in again once you’ve done this. It’s a good idea to clear your browser cache.
  2. Our legacy payment gateway has not updated your license. Please contact us via support@filmstro.com and we can manually do this for you while we migrate you to our new payment platform.

"No License Found" in Filmstro Panel, even though I have a license

If you’ve just bought a license:

  1. First, have a look at our FAQ topic ‘I bought a license but the app is still restricted’ – hopefully that will clear up any questions!
  2. Once you have access within the Filmstro Pro app (no padlocks), restart Filmstro Panel in Adobe Premiere Pro.

If you have an existing license:

  1. Open Filmstro Pro and check you have access.
  2. Restart Filmstro Panel in Adobe Premiere Pro. The Filmstro Pro app will verify your license and then share this information with Filmstro Panel.

Can I use Filmstro Soundtracks on my Youtube channel and monetised videos?

Yes. We don’t want to divert your monetisation income like other music rights holders. When we say royalty free we actually mean it! Just dive in, create your soundtrack and upload. And it’s covered for ever with that video. Even if you cancel your subscription!

Can I sell a Wedding Video to my clients if I used a Filmstro Soundtrack in it?

Yes. If you had a Filmstro PRO license at the time of creating the video then you have paid us to use Filmstro. Therefore you can sell on the Soundtrack as part of a Wedding Video.

How do I cancel?

In order to cancel your account please log into our website. Click My Account, navigate to licenses via the side menu and choose to cancel your subscription. If you’re on a legacy platform and can’t see a cancellation button that’s ok. Just get in touch with us direct at support@filmstro.com and we’ll cancel it for you!

What happens if one of my videos is picked up by a TV network or production company? Can I sell it?

Yes. However, the network will want to clear the Filmstro Soundtrack in your video and it’s really important that they have the Cuesheet information so they can register it properly for administrative purposes. Make sure to keep all your CueSheet info (even if you cancel your Subscription!) as this will allow you to easily exploit any of your content further down the line.

Where is the CueSheet information?

The CueSheet information is automatically generated and written to a text file that is in the same project folder as your Filmstro project file. Please note that this feature is exclusive to the standalone Filmstro App. If you’re using our Plugins for Premiere or FCPX then add the same tracks to the standalone App and save the session to generate the cuesheet.

Can I put a Filmstro Soundtrack on my personal website, with or without a video?

Yes. As long as you aren’t selling the soundtrack, you can display it in most places (excluding TV).

Can I pitch a Filmstro Soundtrack for a composing job I'm hoping to secure?

It depends. You can’t sell the Soundtrack you create into a commercial project such as online advertising, TV, Radio, film, or corporate productions. However, you can create the Soundtrack on behalf of your clients, but your clients then need to license the Soundtrack via our website for synchronisation with their project. Visit our Pricing page for more information.

Can I use Filmstro for my Short Film?

Yes. We know that creating short films is a labour of love and your budget is low. If you submit to the festival circuit please make sure you’ve purchased a PRO license. If you distribute your film to TV or other commercial exploitation then the new owner of your film will need to clear the Soundtrack with a PRO PLUS license. Check out our Pricing page.

Is there more music?

Yes. We release new tracks every week. By taking out a subscription you will receive every single new track as an automatic update to the Collections section inside the App.

What is Filmstro's refund policy?

As a rule we don’t offer refunds as per our terms and conditions. So, please try our software before you buy – it’s free to download – and browse the library to ensure you’re happy with what we’re offering. If you take out a subscription you can always cancel anytime and your subscription will remain active until the end of the billing period. To begin with, simply start with a monthly subscription which is less money and then upgrade to an Annual if you want to save in the long run!

I have an active license but when I download tracks from the website I can still hear the 'Filmstro dot com' watermark. How can I fix this?

Here are the instructions on how to fix this issue:

  1. Log out of your Filmstro account on the website
  2. Clear you cache
  3. Log back into your account and download a track

This should fix it! If you can still hear the watermark, please get in touch with us and email support@filmstro.com.

Software & Plugins

Can I downgrade to a previous version of Filmstro? I just updated and it's buggy.

Why am I not receiving new music?

You’ll need to upgrade to the most recent version of Filmstro Pro to receive new music. First, delete the software from your system, then download the newest version from our website and run the installer. We release new music every week – if you still feel you’re not receiving music, please contact us through the form on the website.

Which video formats are currently supported in Filmstro Pro?

Currently, Filmstro Pro only supports mp4, but it’s really quick and easy to convert your other formats to mp4. Somtimes you literally just click on the file extension and type mp4 and you’re done! We’re good at one thing and that’s allowing control of music to create awesome soundtracks. If you want more flexibility with video then your best bet is to use our plugin for Adobe Premiere or Final Cut! Good luck 🙂

How long can my video be that I import to Filmstro?

Filmstro Pro is designed to play back our adaptive music format. We have not created technology to play back large video files. Therefore we recommend working with a ‘scene-by-scene’ approach and use 1 or 2 Soundtracks in your timeline at a time and export those out once you’re happy with the music.

We recommend videos of 5 minutes in length or less for the best results.

Alternatively, use Filmstro for Adobe Premiere if you want to work on your entire feature-length video file at once.

Where can I store the music Library?

The Filmstro music library can be stored locally on your main boot disk or on an external USB drive.

However, it can currently NOT be stored on a shared network drive over ethernet or Wifi.

I don't get any sound!

Filmstro Pro and Filmstro Panel share the audio settings found in Filmstro Pro’s preferences. Please try changing these settings and testing if the audio plays in Filmstro Pro – if it does, it should be fine in Filmstro Panel. If it is just Filmstro Panel, please make sure the library is fully downloaded in Filmstro Pro, close Filmstro Pro down and then restart the panel in Adobe Premiere Pro.

What audio quality does Filmstro use?

Every Filmstro track is mixed and mastered at 24bit 48kHz. Both Filmstro Pro and Filmstro Panel will output 24bit 48kHz WAV files.

Playback is glitchy and slow

One thing to note is that we use Web Technology in our App. This means that if you have a web browser open on your machine at the same time as using Filmstro, this will definitely have an impact. Try closing your browser(s) and see if that makes a difference.
Like with most apps, having other programmes running concurrently can affect Filmstro Pro and Filmstro Panel’s performance. With every update, we strive to make sure our apps are as stable as possible.

Where can I find my finished files?

By default, your saved sessions are stored in Documents/filmstro_sessions (Mac) or My Documents/Filmstro Sessions (Windows) as .stro files. You can choose to store your files anywhere. In Filmstro Panel, your saved files are stored in the ‘project_Filmstro Music’ and ‘project_Filmstro Sessions’ at the same location as your Adobe Premiere Pro project file. Be sure to save the sessions inside the Panel separately as this is NOT captured by generic ‘save’ commands within Adobe!

Can I share my .stro files with other Filmstro users?

Yes. As many users as you like can send, edit, view and collaborate on the same soundtrack at the same time. If you have a Filmstro Pro license and use a non-demo Theme, the other users will also need a License. You will need to share your videos separately, however.

How do I set up Filmstro in the Premiere Panel?

It depends on whether you’re on Windows or Mac.

For Windows:

> Download the Filmstro Pro app from our website
> Launch the installer
> Tick the box to enable the Adobe Premiere Pro plug-in
> Go to Windows > extensions > Filmstro

For Mac:

> Download Filmstro Pro from our website
> Install the Extension Manager
> Download & install the Panel ZXP file
Here is the relevant page: https://filmstro.com/filmstro-adobe-panel

Can I improve the lag in Filmstro Panel?

You can try setting the Performance level to ‘Low’ in the settings menu (spanner icon). This does not reduce the quality of the audio file rendered.

There are known performance issues between Adobe host applications (e.g. Premiere Pro) and extension panels. Unfortunately we are limited to what we can do, but we will continue to optimise as much as we can.

Also, be sure to switch off any web browser(s) as Filmstro uses Web Technology and this will make a difference!

Filmstro is not working/appearing in Premiere Pro

The Filmstro Panel is currently compatible exclusively with Premiere Pro CC 2020 & 2021. If you have an older version of Premiere Pro, this could cause issues.

We are currently supporting up to Premiere Pro CC 2021 version 15.1 (Windows & Mac).

Please note: We are not officially supporting the M1 chipset Mac machines at this time. Latest supported MacOS is BigSur.

Are there Software updates?

Yes. We will be adding functionality and more music on an ongoing basis, but you will never have to pay extra for a new version of Filmstro. Ever.