We are usually asked about

My logo looks blurry in the video, what's wrong?

PlaneImage Video renders full HD videos (1920 x 1080). For your logo to look clear in your video you need to use a higher resolution logo file. Simple retry your render with a higher res image and your animation will come out clearer. We recommend .PNG transparent images, that are at least 2045 pixels wide for best results.

My logo has turned into a white block in my finished animation, what happened?

If your logo has turned into a white block, or just a blocked image, this means that you have either not used a transparent PNG file, or your logo has no transparency elements within it.

Please make sure to use a fully transparent PNG logo for best results.

As a side note…

A handful of our templates actually automatically turn your logo white based on the type of animation, as for aesthetics reasons on some particular templates, they wouldn’t look right with different color logos.

Why am I getting a corrupt file message when trying to download or preview my finished animation?

This is usually a browser issue. Just simply make sure to “Right Click & Save As” on the download button, instead just clicking it, and the animation should download to your desktop without issue.

Why is the Alpha/Transparent animation I just received not allowing import into my video editor?

Our Alpha/Transparent animations are .MOV files and should work with all major video editors, both paid and free.

Please make sure your video editor is fully up to date if you are having issues importing them.

If they will not import and open inside of the video editor (fully updated) you are using, they may need converting, which is usually done automatically if opened first in QuickTime. Just click to play the animation on your desktop and with QuickTime, and it should automatically convert the file for you.

You can then save this new converted file and import that one.

I have questions about my purchase and use, where can I find the information that I need?

If you can’t find the information that you need on this website, feel free to use the contact form located on this page to contact us about your specific questions. This is a direct link to support.

I made a mistake on my order and need it changed, what do I do?

You can use the contact form to make changes to your order before delivery. Depending on the product, we may be contacting you before we’re able to fulfill your order.

Can I cancel my purchase?

You can cancel your purchase by using the contact form and including your order number in the message before you receive delivery of the product. We are unable to extend cancellation after delivery due to the nature of the product.

I'm not sure how to use my products, can you help?

Yes, we have video tutorials that should be able to help you to use your products in a number of different scenarios. If you’re still not able to make it work for you in your particular instance, please use the contact forms for further technical assistance.

Can you clarify how I can use these videos?

Absolutely! Let’s talk about the different kinds of videos that we offer.


Think of a video intro as the opening credits to a movie. You’re letting someone know who you are. So placing an intro in front of any video that you produce for whatever reason, is a good branding practice. It shows people you’re serious and professional.


In the same way that a video intro is used to promote professionalism, a video outro is used to put a stamp on the experience and help to brand you as a person who gets the job done with a little something extra.


Socials are used to tell people where to find you and lead them toward an action to get involved with you. It’s very effective in branding when you’re associating yourself with something that people already know, like and trust.


Video logos brand you as a professional above and beyond others in your field. These can be used in local and internet advertising, websites, videos, social page banners or any other place you can think of to use it.

If you have any questions about how to use them, don’t hesitate to use the contact form.

Can I return my order?

Except in very rare instances, all PlaneImage Video sales are final. The labor involved to make your videos and the simple fact that these are digital products, prevent us from providing a refund in most every instance. However, every effort will be taken to make sure that you’re completely satisfied with your purchase.

If you have any questions or concerns about your purchase do not hesitate to contact us.

Planeimage.com/MARS5 does not warrant against misspelling during the order process.

Didn’t find the answer?

Feel free to contact us with any questions that you may have that aren’t covered in the previous section or in the Shop Q&A, our privacy policy or terms and conditions.



    Advice for after your purchase

    Support Video Tutorials

    Our support tutorials cover everything from how to add your animation to your youTube videos to how to use the Color Finder application. If the answer isn’t provided in the Support FAQ at the top of this page, this is a great place to look for the answer.

    How to Use Animations in youTube
    How to Use the Color Finder Application
    Logo Formatting Do's and Don'ts