FAQs
Frequently asked questions about getting started, creating demos, and managing your account.
🚀 Getting Started
What’s the best way to get started with Supademo?
The easiest place to begin is our Quick Start Guide — it walks you through recording and sharing your first Supademo in just a few minutes. ✨ Want more support? You can also:
Explore our Learning Academy for a detailed step-by-step workflow
Join a live 30-minute workshop session for hands-on guidance
How do I use Supademo effectively?
Teams use Supademo for things like:
Marketing: Website product tours and walkthroughs
Sales & Enablement: Demo follow-ups and sales collateral
Customer Success: Customer/employee onboarding and training
Customer Support: Support docs and knowledge bases
In short: anywhere you’d normally explain something in words, you can use a Supademo to show, not tell.
🎥 Creating and Recording Demos
How do I record desktop apps or mobile apps?
Desktop apps (like VS Code, Excel, Figma): use the desktop app recorder or the in-app screen recorder.
Mobile apps: run the app in a desktop emulator and record it, or record your mobile screen directly, upload the video, and split it into steps using Video Splitting.
You can also upload your own screenshots or videos from any device to create an interactive demo from scratch.
Can I record my face, webcam, or screen and add it to Supademo?
Yes. Use the built-in screen and webcam recorder to capture anything on your desktop. Choose your setup (screen only, webcam only, or both) and hit record. Once finished, you can:
Share it as a standalone recording, or
Add it as a step in an existing Supademo.
After recording, you can also use the video crop tool to reposition or align the aspect ratio so it matches the rest of your demo.
Why are certain slides cropped, cut off, or showing the wrong aspect ratio?
Supademo automatically applies the aspect ratio and dimensions of your first slide to the entire demo. To keep things consistent:
Record or upload slides in the same screen size, OR
Use media fit settings to adjust how slides display, OR
Use the crop tool to manually resize content so it matches the aspect ratio of your demo.
Why aren't some of my clicks not being captured?
Some websites block the extension’s JavaScript injection, which prevents Supademo from detecting clicks and screenshots. Supademo works out-of-the-box for most sites, but there are a few exceptions. If this happens, please send us:
URL of the website you're looking to record;
URL of the Supademo recording (if one was created) … to [email protected], and our team will help troubleshoot.
How many steps can I record at one time?
You can record up to 200 steps in any one Supademo. If you need more steps, we'd advise recording demos separately and merging them together, or adding steps after a recording is complete.
What if my HTML demo doesn’t capture correctly?
In rare cases, complex or custom code may not capture perfectly. Don’t worry — this is an easy fix on our end. Just reach out to [email protected], and our development team can quickly optimize the HTML for you.
🎨 Editing, Customization & Media
Can I upload my own videos to Supademo?
Yes. To upload a video:
Click Upload → Upload Video
Select the video you want to use
Choose whether to:
Play it as a standalone video, or
Use the video splitting tool to split it into an interactive demo with multiple steps
How do I remove the Supademo watermark?
On Pro, Scale, Growth, and Enterprise plans, you can remove the watermark at the workspace level by going to:
Note: this setting applies across the entire workspace and not on a per-demo basis.
Can I show hotspots without any text?
Yes. To display only the pulsing circle or highlight area (without text), simply delete the hotspot text.
You also have other options:
Set hotspots to show on hover only
In HTML-based Supademos, use invisible hotspots to map clickable areas to specific slides without showing visible cues
Can I add my own voiceover?
Yes. You can:
Record your own voice directly in Supademo (or use an AI Voiceover)
Upload an AI-cloned or professional recording with one of our supported file types: MP3, WAV, or MP4 formats
Just go to Voiceover → Record Voiceover → Manual Voiceover to upload or record.
Why doesn’t my voiceover or music play automatically on the first slide?
Most modern browsers block audio or music from auto-playing until the viewer interacts with the page. This means Supademo can’t start playing your voiceover or background track right away without some form of user action.
To work around this, Supademo will play your voiceover on the first slide as soon as a hotspot is clicked — before moving to the next slide. This way, even if you have a muted or silent first track, your viewers will still hear audio once they engage with the demo.
👉 Best practice: start your demo with a clickable hotspot or chapter on the first slide. This provides the required user interaction to unlock audio playback while keeping the viewing experience smooth and consistent.
Can I merge multiple Supademos into one?
Yes. You can merge multiple Supademos into one without overwriting the original files.
You also have the option to create a multi-demo Showcase Collection, which bundles several Supademos together into one shareable link.
Which languages do you support for AI translations or AI voiceover?
For AI Translations, we currently support:
Arabic
Catalan
Chinese (Simplified, Traditional HK, Traditional Taiwan)
Danish
Dutch
English
French
German
Hindi
Japanese
Korean
Norwegian
Polish
Portuguese (Europe, Brazil)
Russian
Spanish
AI translations are included on all paid plans and don’t have credit limits.
For AI Voiceover, Supademo supports any language. Just type your text into the AI Voiceover tool, select your voice, and the narration will play across your steps.
Can you help me recover a Supademo I accidentally deleted?
Yes. Deleted Supademos are first moved into the Archive section of your workspace.
They’ll stay in the Archive for 7 days, during which you can restore them at any time.
After 7 days, demos in the Archive are permanently deleted and cannot be recovered.
🌐 Sharing, Embedding & In-App Tours
Can I export a Supademo as a video or list of steps?
Yes. Supademo can be exported as either:
MP4 video
GIF
To do this, just follow the export instructions inside the platform.
If you want to copy the images and text from each step into another tool, use the Steps Copy feature.
👉 This is especially useful when adding step-by-step how-to content into platforms that don’t support iframes — like Google Docs.
Can I use Supademo as an in-app product tour?
Yes. You can trigger any Supademo from your workspace as an in-app product tour. This lets you display the demo as a modal overlay on top of your product experience.
You can trigger it:
Automatically (on events like a first visit or a state change), or
On click (for example, when a user clicks a tooltip or “learn more” link)
Head to In-App Tours in your workspace to set this up.
Can you embed Supademo into the live product for new users so it works like a walkthrough?
Yes — but this may require some technical implementation.
Options include:
Embedding a Supademo as an iframe within links, buttons, or modals in your product
Using in-app tours to surface any demo from your workspace on a click event
👉 While Supademo is often used inside products, most teams also embed demos in support docs, knowledge bases, internal training docs, and websites for quick, no-code walkthroughs.
How can I track when someone views or engages with my Supademo?
You can track engagement with:
Individual tracking links (to see who clicked or watched), or
Dynamic links with UTMs (to measure campaign or channel performance)
This helps you understand not just if a demo was viewed, but also who engaged and how they found it.
👥 Accounts, Plans & Billing
Can you help me change my account email?
Yes. Please contact us with:
Your current login email, and
The new email you’d like to use
⚠️ Important notes:
You must first register for Supademo with the new email address so we can swap your access.
At this time, we don’t support switching from Google or Microsoft authentication logins to a regular email login (or vice versa).
Can you transfer my demos to another account or workspace?
Yes. Contact us with:
Your current login email, and
The user email or workspace you’d like to transfer your Supademos to
Our team can assist with the transfer from there.
How do roles like Viewer, Admin, Billing Admin, and Creator differ across plans?
Here’s how each role works in Supademo:
Viewers
Can view and share demos, review analytics, and access folders on the dashboard
Free of charge
Included in Scale (5 Viewers), Growth (Unlimited), and Enterprise (Unlimited) plans
Creators
Can create and edit unlimited Supademos
Billed per seat
Growth includes 5 Creator/Admin seats by default; extra seats billed at $50 each/month
Admins
Control workspace settings and manage members
Billed per seat
Growth includes 5 Creator/Admin seats by default; extra seats billed at $50 each/month
Billing Admins
Manage payments and seats without editing content
Free of charge
What happens when I downgrade my account from a paid to a free account?
When you downgrade, your existing Supademos will remain in your account. They will stay published, viewable, and fully editable — but only with the features available on the Free Plan.
Key points to know:
All demos already created will remain in your account.
Workspaces on the free plan are limited to 5 new demo creations. If you’ve already created more than 5 demos prior to downgrading, you won’t be able to create any additional demos unless you upgrade again.
All existing demos remain editable, but premium features (custom branding, custom domains, CTAs, etc.) will be removed or rolled back to Supademo defaults.
Downgrades happen automatically when you unsubscribe from a paid plan or after three failed payment attempts.
I think I was billed again or received a duplicate charge. What happened?
Most “duplicate” charges are actually prorated billing adjustments. This happens if you add or upgrade paid seats in the middle of your billing cycle.
Here’s how it works:
Viewer and Billing Admin invites are always free
Creator and Admin seats are billed per unit, either annually or monthly
Adding new paid seats mid-cycle will trigger an immediate prorated charge, which may look like a duplicate but is simply the system adjusting your subscription
If you still believe you were charged in error, please contact us with the invoice number, and we’ll review it for you.
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