# FAQs #### 🚀 Getting Started
What’s the best way to get started with Supademo? The easiest place to begin is our [**Quick Start Guide**](https://docs.supademo.com/welcome/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**](https://learn.supademo.com/) for a detailed step-by-step workflow * Join a [**live 30-minute workshop session**](https://admin.getcontrast.io/groups/fbf650dc-a163-4676-bdba-98f1053ef421/events/list/recurring) for hands-on guidance
How do I use Supademo effectively? Teams use Supademo for things like: * [**Marketing**](https://supademo.com/blog/marketing/how-to-use-interactive-product-demo-for-product-marketing/): Website product tours and walkthroughs * [**Sales & Enablement:**](https://supademo.com/blog/sales/interactive-product-demo-for-sales-enablement/) Demo follow-ups and sales collateral * [**Customer Success:**](https://supademo.com/blog/customer-success/how-to-use-interactive-product-demo-for-customer-success/) Customer/employee onboarding and training * [**Customer Support:** ](https://supademo.com/blog/customer-success/how-to-use-interactive-product-demo-for-customer-success/)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](https://docs.supademo.com/create/by-method/create-with-figma-plugin)): use the [**desktop app recorder**](https://docs.supademo.com/create/by-method/create-with-desktop-app) or the [**in-app screen recorder**](https://docs.supademo.com/create/by-method/create-with-chrome-extension). * **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**](https://docs.supademo.com/create/by-method/create-mobile-demo/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** ](https://docs.supademo.com/article/205-in-app-screen-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** ](https://docs.supademo.com/editing/blur-crop-and-annotate)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**](https://docs.supademo.com/customize/blur-and-annotate) 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 [**support@supademo.com**](mailto:support@supademo.com), 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](#can-i-merge-multiple-supademos-into-one), or [adding steps](https://docs.supademo.com/customize/manage-content-and-layout/add-replace-duplicate-or-delete-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 [**support@supademo.com**](mailto:support@supademo.com), 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: 1. Click **Upload → Upload Video** 2. Select the video you want to use 3. Choose whether to: * Play it as a standalone video, or * Use the [video splitting](https://docs.supademo.com/create/by-method/create-mobile-demo/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: [**Customization → Watermark**](https://app.supademo.com/customization) 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**](https://docs.supademo.com/editing/hotspots#show-hide-text-hotspot-annotations-unless-hovered) only * In HTML-based Supademos, use [**invisible hotspots**](https://docs.supademo.com/customize/hotspot/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](https://docs.supademo.com/workspace/bulk-actions#merge-into-one-supademo) without overwriting the original files. You also have the option to create a multi-demo [**Showcase Collection**](https://docs.supademo.com/sharing/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**,](https://docs.supademo.com/customize/personalize/ai-translations-hub) 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**](https://docs.supademo.com/customize/voiceovers/instant-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**](https://docs.supademo.com/share/exports) instructions inside the platform. If you want to copy the **images and text from each step** into another tool, use the [**Steps Copy feature**](https://docs.supademo.com/share/exports/copy-steps-as-sop-guide). 👉 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**](https://docs.supademo.com/sharing/in-app-product-tours#what-are-in-app-product-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**](https://docs.supademo.com/share/embed) within links, buttons, or modals in your product * Using [**in-app tours**](https://docs.supademo.com/share/embed/in-app-product-tours-legacy) 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**](https://docs.supademo.com/share/share-link/trackable-share-links) (to see who clicked or watched), or * [**Dynamic links with UTMs**](https://docs.supademo.com/share/share-link/trackable-share-links#dynamically-generate-tracking-links) (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**](mailto:support@supademo.com) 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**](mailto:support@supademo.com) 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](https://supademo.com/pricing). 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. {% hint style="info" %} Downgrades happen automatically when you unsubscribe from a paid plan or after three failed payment attempts. {% endhint %}
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**](mailto:support@supademo.com) with the invoice number, and we’ll review it for you.
Can I choose where my data is stored? Supademo customers on an Enterprise plan can choose where their Supademo data is stored, ensuring compliance with regional data privacy requirements — with no extra configuration needed.