Q. I forgot my password. How do I reset it?
A. Click ‘Forgot your password?’ on the client login page.
You can also change your password once logged in under the USER settings when logged in.
Q. I already have a Simpleview DAM account and am trying to login to another organization’s library, but I keep getting redirected to the library I originally signed up for.
A. You must fill out and submit the Registration form for each organization’s DAM library you would like to have access to via their respective login page.
Please make sure you have logged out of your DAM account when going to a client’s login page URL.
Once the organization has approved your request, you will be able to access multiple libraries with just one login/password. You can toggle between the libraries by using the drop-down menu to the right of the Simpleview logo.
Q. I tried logging in to my account, but received a message saying my account expired, what should I do?
A. Our clients can set expiry dates on user’s accounts so that they can no longer login after a specific date. If your account is expired and you still need access, please contact our support team at firstname.lastname@example.org or 1.866.680.2476.
We will get in touch with the client to get approval to reactivate your account.
Q. I submitted the Registration Form and I was notified it was sent for approval. How long do I have to wait until I can access the library?
A. This is dependent on the client’s response time. If you have not received an email with your login information within 24 hours, please contact our support team at email@example.com and we will get in touch with the client to expedite the request or ensure it was received.
Q. How do I download files?
A. Select the cloud icon underneath the file you would like to download. A pop-up will appear with the file type/size options. Select the desired file and it will be sent to your Download Queue. Once you’ve completed selecting files, go to the Download Queue and click Download next to each file or Download All.
Q. The file is in Download Queue and I click ‘Download’ but nothing happens? What should I do?
A. Please try the following troubleshooting steps:
- First, check what folder your files download to on your browser and try to locate the files there.
- If you cannot find them in your default download folder - log out, refresh your browser, log back in and try downloading the files again.
- If that doesn’t work, restart your computer then try downloading the files.
- If none of the above options work, please contact our support team at firstname.lastname@example.org or 1.866.680.2476.
Q. I tried downloading and received a message saying I’ve reached my download quota. What does this mean? What should I do?
A. Our clients can set download quotas on each user to monitor the amount of content being downloaded from their library. If you reach your quota and need to download more, please contact our support team at email@example.com or 1.866.680.2476.
We will get in touch with the client to get approval to increase your download quota.
Q. I requested to download a file and I was notified it was sent for approval then turned to ‘Pending’. How long do I have to wait until I can download the file?
A. This is dependent on the client’s response time. If you have not received an email indicating the request was approved or denied within 24 hours, please contact our support team at firstname.lastname@example.org and we will get in touch with the client to expedite the request.
Q. When I scroll over a photo or video I see a watermark, will the watermark be on the downloaded file?
A. No, the watermark does not appear on the downloaded file.
Q. There are some file types and sizes available for some assets, but not for others, why is that?
A. We always upload the highest quality file received by the client, and process it into various sizes based on our standards. We continually update our standards to reflect industry best practices, so you may still see some file types that we no longer or now process. Some clients have specific file preferences that may not be available in all libraries.
Q. If I need a larger or higher quality file then what is available in the library what should I do?
A. We upload the highest quality/size file we receive from our clients. If you require a larger file or different format, we suggest reaching out to the organization directly.
Alternatively, you can email our support team and we can put you in touch with the right person.
Q. How do I know if I have rights to use a file?
A. Clients have the option to include Terms & Conditions (found in the left column) as well as credit and use information for each file. The credit and use information can be seen when a file is scrolled over or in the download queue. Not all files have this information. If you would like further clarification, we recommend reaching out to the organization directly.
Q. What are Categories?
A. Categories allow our clients to organize their assets into groups based on a common theme. They also allow users to narrow down searches - when you filter a Category, you will only be searching within that Category, not the entire library.
Q. What are Collections?
A. Administrators can create a Collection of assets and share it with users within the system. When the user clicks on the Collection, it takes them to a Download Queue with only the specific assets the Administrator wished to share.
Collections are often used to share new content, marketing campaigns, and best-of collections.