Frequently Asked Questions (FAQ)

  • Updated

Welcome to the Bynder FAQ page! Here, you'll find answers to the most common questions about using Bynder, troubleshooting issues, and getting the most out of the platform. 

General Questions

Q: How do I create a support ticket?

A: If you are a Bynder portal administrator, you can submit a ticket by logging into your Zendesk account. Learn more here.

If you are not a Bynder portal admin, please use our Knowledge Base as a self-service tool to answer your question. If you cannot find what you want, please contact your Bynder portal admin directly.  

Not sure who your portal admin is learn more here.

Q: What is Bynder?

 A: Bynder is a digital asset management (DAM) platform that helps businesses organize, manage, and distribute digital content, such as images, videos, and documents. It is designed to streamline content workflows and ensure brand consistency.

Q: How can I access Bynder? 

A: You can access Bynder through your web browser by visiting your organization's specific Bynder URL. To log in, you will need your username and password. If you do not know your username, please contact your Bynder portal administrator. Learn more here.

Q: What browsers are supported by Bynder?

A: For the best experience, we recommend using Google Chrome and keeping it updated with the latest version. - Learn more here.

Q: How can I provide product feedback?

  • Participate in the Bynder Community and join the discussion. Create your account here.
  • Vote on the Product Roadmap and tell us how important these ideas are.
  • Provide specific product feedback to your Customer Success Manager.
  • Join an upcoming roadmap webinar where Product Managers share recent releases and plans and where they often solicit feedback directly from customers.
  • Join product feedback sessions. We'll publicize these sessions during roadmap webinars, conversations with your CSM, or as a part of beta testing programs.
    • Learn more here on the preferred structure for providing feedback.

Q: Does Bynder have a Community?

A: The Bynder Community is a great place to ask product-related questions, share knowledge, network with other customers, and stay updated on product announcements. Create an account here.

Q: Does Bynder have a Product Roadmap?

A: As a Bynder customer, you can find our Product Roadmap here. The roadmap directly responds to your feedback and gives you more transparency into our product development cycles so you can better understand what we've released, what we're actively working on, and what we are considering building.

Q: Does Bynder offer any AI functionalities?

Yes, we currently offer image similarity search, search by image, text in image search, speech-to-text, duplicate finder during upload, and in the waiting room

Q: What file formats does Bynder support?

 A: Bynder supports a wide range of file formats including, but not limited to, JPEG, PNG, GIF, TIFF, MP4, MOV, PDF, DOCX, and XLSX. For a complete list of supported file formats, please look here.

Q: How can I add users or storage to my Bynder account?

A: Contact your Customer Success Manager to add users or storage to your account. To see how much storage and user seats are available, click here.

Q: What Integrations does Bynder offer?

A: We offer a variety of integrations and connectors. Search our marketplace here.

Q: I am a new Bynder admin are there any resources available to help me with my portal?

A: You can check out our Admin Guide and the various on-demand webinars we offer here. In addition, check out our Community for resources and tips from other admins.

Bynder Modules

Q: What is the Asset Workflow module? 

A: The Asset Workflow module allows you to manage and track the progress of creative projects, from initial brief to final approval. It helps streamline collaboration and ensures the timely delivery of projects. Get started here.

Q: How do I use the Brand Guidelines feature? 

A: The Brand Guidelines feature helps you maintain consistency by providing a centralized location for all brand-related assets and guidelines. To use it, navigate to the "Brand Guidelines" section and start here. In addition, you can explore the Bynder Community to get ideas on how customers use this module. (You must be logged into the Community to view)

Q: Does Bynder offer other solutions outside of the DAM?

A: Yes, please see the different modules we offer here.

Q: I am just starting to use Studio. Are there any guides to help me start creating content?

A: Yes, please see here for the guide to help you get started if you are an admin, content designer, or content creator.  

Account and Access

Q: How do I reset my password? 

A: To reset your password, click the "Forgot Password?" link on the login page. Enter your email address, and you will receive instructions on how to do so. If you are unable to do so, please contact your administrator. If you use SSO, you must reset your password with your provider. 

Q: How do I change my account details? 

A: To change your account details, log in to Bynder, enter your profile settings, and update the necessary information. Once you’re done, save your changes. Learn more here.

Q: How do I request access for a new user?

A: To request access for a new user, contact your Bynder administrator. The administrator can add new users and assign appropriate permissions.

If you are an admin, you can also create a New User Access Registration Form in your portal. Learn more here.

Q: Can I set up a Single Sign-on for my users?

A: Yes, Bynder supports Single Sign-On (SSO) using various methods, including SAML, Google, and OpenID. SSO can save time for both users and administrators by allowing users to log in to the Bynder portal without needing a separate username and password. SSO can also automatically create new user accounts through Just-in-Time provisioning (JIT). Learn more here.

Q: What are user roles and permissions?

Bynder has different user roles and permissions to control what users can see and do within the platform. Administrators can manage user roles and permissions in the User Management section. 

Uploading and Managing Assets

Q: How do I upload assets to Bynder? 

A: If you have permission to upload assets, you can do so by logging in to Bynder, navigating to the "Upload" section, dragging and dropping your files into the designated area, or using the file selector to browse for files on your computer. Learn more here.

Q: How can I import existing assets into Bynder?

A: We offer various options for the initial import of your assets. 

Q: Can non-Bynder users upload assets to the DAM?

A: If your portal is enabled, non-Bynder users can upload assets to the DAM via the Bynder External Uploader. This allows a Bynder admin to receive assets from external vendors, such as photographers or agencies, without using a third-party file-sharing service before the assets are sent to the Bynder DAM.

Q: Can Bynder transcode videos?

A: Bynder can automatically create pre-defined derivates (based on the source file) of different quality and form during uploading. Learn more here.

Q: What video formats does Bynder support?

A: Your Bynder portal allows you to upload and store all file types. The following video formats support preview.

Q: How can I organize my assets? 

A: You can organize your assets using Collections, Tags, and Smart Filters to make searching and sharing assets easier.

Q: How do I edit asset metadata? 

A: To edit asset metadata, select the asset and click Edit. Update the metadata fields as needed and save your changes. Learn more here.

Q: Can I recover deleted assets? 

A: Deleted assets can be recovered from the trash bin within 30 days. If you removed an asset by error or changed your mind, you can restore it. Contact Support if you need to restore your assets after 30 days. Learn more here.

Collections

Q: Can I make all assets visible in a collection regardless of whether the assets are "hidden by default?" 

A: If you would like all assets in shared collections to be visible regardless of hidden by default option permissions, please contact Bynder Support to enable this configuration. Learn more here.

Q: What is the difference between a Collection and a Smart Filter? 

A: A Collection is a manually curated group of assets, while a Smart Filter dynamically groups assets based on specific metadata criteria. Use Collections for fixed sets of assets and Smart Filters for automated organization based on asset metaproperties.

Q: Can I transfer ownership of a Collection I created?

A: If you created a collection and want to transfer ownership to another Bynder user, you can transfer ownership to an individual or bulk transfer collection. Learn more here.

Homepage/Dashboard

Q: How do I feature a collection on the homepage of my portal?

A: Collections can be featured on your portal's homepage. This feature lets you highlight specific media on the homepage, allowing your users to navigate to a collection directly.

See here for how to Publish a collection on the portal homepage.

Q: How do I create a tile on the homepage that links to a specific asset or collection?

A: With navigation tiles, you can quickly link your users to a specific destination. For example, you can link to a specific selection of assets in the Asset Bank, a specific collection, a page in Brand Guidelines, or an external website. Set up an image for your navigation tile so that users can quickly understand what the tile is about. Learn more here.

Q: How do I create a tile on the homepage that automatically applies a filter in the DAM?

A: You can then use direct links and put them behind a navigation tile or quick link on your portal's homepage.

Customization

Q: Can I customize the language of my portal?

A: Bynder accounts are normally set up using a default language. Individual registered users can change this to their preferred language. If you need Bynder to be available in another language, learn more about customizing your portal language here.

Privacy & Security

Q: What kind of a search engine does Bynder use?

A: We use SOLR search technology, which shows search results instantly. SOLR features include full-text search, faceted search, real-time indexing, dynamic clustering, database integration, NoSQL features, and rich document handling.

Q: Where is Bynder hosted?

A: Bynder is hosted with Amazon Web Services. 

Q: Does Bynder do back-ups of assets?

A: Backups are standard in our Service Level Agreement. We have a strict, multiple backup policy.

Q: What is Bynder uptime?

A; Bynder's uptime is 99.9%. Bynder works with a cloud-based storage solution: Amazon Web Services (AWS). AWS offers the possibility to store a virtually unlimited amount of data with a guaranteed availability of 99.99% and a guaranteed data durability of 99.999999999%. Learn more here.

Q: Does Bynder support raw camera files?

A: Yes, it supports raw camera files.

Rights and Permissions

Q: How do I set up the user rights for watermarks?

A: If you want a group of users to see all assets as watermarked, go to Settings > Users & rights > User Management. Select the user group and select Show watermark in the Media section. Learn more here.

Q: How do I set up user rights to handle download requests?

A: In Permission Management, you can set up which user groups should have the right to audit download requests. Grant this right to specific heavy user groups only, such as account administrators or people in charge of content management. Go to Settings > User & rights > User Management. Select the user group and select Audit download requests in the Media section.

DAM

Q: Can I store assets in a temporary directory to await approval?

A: You can store assets in the Waiting Room. Administrators or selected approvers will be alerted when new assets are in the Waiting Room so that they can approve them before they are published to the live environment. Administrators can also directly upload assets to Bynder and bypass the Waiting Room. Learn more here

Q: How do I share assets with others?

A: You can share assets by creating a shareable link for individual assets to share with other Bynder users; if you want to share with non-Bynder users, you can do so by creating a public link (if you have permission to do so) or create a shareable link to a Collection that includes more than one asset. For files that live outside of Bynder, use Bynder Express

Q: Can I search for content in a PDF?

A: Yes, when your documents are digitalized, they will be returned as search results when they match your search query. The following file formats are supported: doc, docx, rtf, xls, xlsx, ppt, ppt, and pdf files. Learn more here.

Note: This feature is unsupported when documents are not digitalized and consist of flat images.

Q: Can Bynder create smaller versions of images?

A: Yes. When working in the portal, the result can be saved as an extra asset, a new asset, or a direct download. Check out our cropping tools. You can also use Dynamic Asset Transformations (DAT) to make asset variations, such as crops, on the fly

Q: Is it possible to crop images or snip video segments on the fly

A: Yes. When working in the portal, the result can be saved as an extra asset, a new asset, or a direct download. Check out our cropping tools.

On the fly, you can also use Dynamic Asset Transformations (DAT) to make asset variations, such as crops.

Q: Is it possible to upload an asset but keep it (temporarily) hidden from a light user?

A: You can mark an asset as Limited. Then, the assets will be hidden from everyone, and only the users with the right to see limited assets can access them. In this way, certain documents can remain confidential and only accessible to a specific group of users. You can also set a date after Limited Usage expires, and assets will become available for everyone. Learn more here.

Q: How can I hide specific assets?

A: You can hide specific assets by hiding a metaproperty from specific permission profiles, groups, or individual users. Learn more here

Q: Can I send assets to Bynder and Bynder users without uploading files to the DAM?

A: You can use Bynder Express instead of a third-party app (WeTransfer or Hightail) to share files (up to 40 GB) via email or link. The files you share in Bynder Express will not be uploaded or shown in the Asset Bank and will not require a login to download.

Troubleshooting

Q: Why can't I upload certain files? 

A: If you're having trouble uploading files, check that they are in a supported format and within the size limits set by your Bynder account. Also, ensure you have the necessary permissions to upload files. 

Q: Why is Bynder running slowly?

A: Bynder performance issues can be caused by various factors, such as network connectivity, browser compatibility, or server issues. Try clearing your browser cache, using a different browser, or checking your internet connection. Contact support if the problem continues, or check out the status page. 

Q: How do I report a bug or technical issue? 

A: To report a bug or technical issue, log into your Bynder account and submit a ticket to the support section. Provide as much detail as possible, including screenshots and steps to reproduce the issue.

Q: Who do I contact for help with Bynder? 

A: For help with Bynder, you can contact Bynder Support via the support section. Your organization may also have internal Bynder administrators who can assist with common issues.

Additional Resources

Q: Where can I find Bynder tutorials and documentation?

 A: Bynder offers extensive documentation available through Support.bynder.com. In addition, you can check out our webinar offerings or join Bynder’s Community

Q: Does Bynder offer training sessions? 

A: Bynder provides training sessions and webinars to help users get the most out of the platform. Visit here for upcoming webinar training sessions.

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