FAQ

To Reach Support please email Support@PrompterPeople.com

All New Customer Manuals, Product Videos and Tutorials: https://prompterpeople.com/customer/

Why isn't my monitor working?

One of the most common support calls we get is "why isn’t my monitor working"? This is almost always a computer issue rather than a teleprompter monitor problem, the issue being the computer not being set to export the signal, or not being able to send the video due to the computer display settings. Be sure to check our support videos.  Make sure you have selected the correct input on the monitor to match the input your cable is plugged into.  The remote we supply for your monitor has buttons for the inputs and you can also set the input via the teleprompter monitor's menu.

Current Videos: https://prompterpeople.com/customer/

Legacy Videos: https://prompterpeople.com/instructional-videos/

If you are only seeing a black screen on the prompter or are getting an "automation error" be sure to check the video card driver in your laptop, it may need to be updated.  Note that all Prompter People monitors since 2016 have been reversing monitors and duplicating your computer desktop via your display settings should be all the setup you need to do.

I am having issues with my license

If you contact our support they can help you to re-activate or move your license.  If your license has become de-activated on your computer check to see if you have an anti-virus program that has eliminated the registry or plist file.  If this is the case you will need to make an exception in your anti-virus software for our Flip-Q registration file.  We recommend our TeleScroll software if this problem persists, upgrade pricing is available for legacy customers. 

What is the warranty?

Prompter People teleprompters come with a 3 year parts and labor warranty on our hardware with a one year warranty on the monitors. Broken or scratched reflectors are not covered under warranty.

How is the monitor connected?

Our monitor-based Prompters all have reversing monitors. These monitors connect to your computer via standard HDMI, VGA and composite connectors.  Our optional 3G-SDI monitors have BNC loop in and out.  Most users will need a display to HDMI connector to run from their computer to our monitor, our monitors have full-size HDMI connectors. 

How I do control scrolling?

You can control scrolling a number of ways. We offer 2 talent remotes and 1 wired controller for operators, check our accessories page.You can also use a mouse or other remote, just go to file/action assignments in our software to setup.  The arrow keys and spacebar can also be used. 

Do you give a discount?

One of the reasons we can maintain our low prices is that we operate on very small margins. Therefore, we rarely do sales or discounts. You can see the Teleprompters and Accessories we have On Sale Here or if you are a Student, Teacher, or with a School you can can request an Educational Discount via Email Support@PrompterPeople.com please use a .edu or valid school email to verify your educational discount request faster.

Can I buy prompter without the monitor?

Our prompters are designed to be used with monitors that have very specific physical specs, so we do not sell them without monitors unless you have previously purchased one of our prompters and want to share monitors between them.

Do I need a computer and what kind?

Any current PC or MAC will work with the appropriate version of our software. Our software is not resolution dependent.  On slower computers you may need to reduce the load on the computer by lowering your screen resolution. On a PC 0ur latest software TeleScroll works well with WIN10-WIN11. Our legacy software Flip-Q also works well with WIN7 through WIN11. For the latest MAC OS's we recommend our TeleScroll software.  For some older MACs we offer FlipQ 1.6 and 2.0.10.    Download and install to check it out. Note: Software is not returnable. Download and test before you purchase.  All Mac OS's are supported.  As of Nov 15, 2022 all monitor based prompters ship with our TeleScroll software for PC and Mac with iOS version in the App Store and Android version in the Google Play Store.

What Software is Included?

All monitor-based Prompter People  teleprompters ship with TeleScroll software for PC and MAC on a pre-registered self-contained USB.  This software will run on any computer where the user has full permissions.  Our download license is available at no charge for new purchases with proof of purchase, contact support@prompterpeople.com   Legacy customers can contact support for legacy upgrade pricing to TeleScroll.  if you need additional licenses that is easily resolved with our support staff.  TeleScroll on USB can be started on any number of computers.  As of Nov 15, 2022 all monitor based prompters will ship with our TeleScroll software for PC and Mac with iOS version in the App Store and Android version in the Google Play Store. iCUE software also works well with our iOS based prompters. 

Can I download TeleScroll or Flip-Q to several laptops?

The standard software license that comes will all monitor based computers will activate on one Mac and one PC, please contact our support if you need help with additional licenses.  We have a USB option that allows you to use the software on any compatible computer you plug it into. If you need to have multiple permanent licenses installed at one site our sales team can give you a quote on multiple licenses.

What is the Warranty on the Product?

Prompter People teleprompters come with a 3 year parts and labor warranty on all hardware and 1 year on monitors.   Broken or scratched reflectors are not covered under warranty. Click here for the full warranty [PDF]

Should I get a 15MM, Freestand, or Regular model?

This decision depends on three things: whether the talent is stationary and if you have a tripod that can display the weight of the teleprompter and your camera. If you have your camera in a cage with 15mm rails than a 15mm plus kit block is the easiest way to mount your teleprompter, If needed, we offer a heavy duty tripod that can support up to 30 pounds, 50 pounds, and a pedestal that supports up to 55 pounds. Please ensure that your Teleprompter and Camera are properly balanced and when not in use lock off the Tripod or Pedestal.

If your on-camera speakers are stationary whether sitting or standing the Freestand style is a good choice. With this style of teleprompter you simply place your existing camera and tripod behind the Freestand stand mount teleprompter and start shooting. Since the Freestand teleprompter has it's own stand you don't need a heavy duty tripod. The Freestand is also great for quick setups because you don't have to mount all the camera gear to the teleprompter mount.

Do you give discounts?

One of the reasons we can maintain our low prices is that we operate on very small margins. Therefore, we are unable to offer discounts.

How about discounts for multiple units?

We offer educational kits with multiple prompters and also do quotes for multiple units.

Can I buy a prompter minus the monitor?

Our prompters are designed to be used with monitors that have very specific physical specs, so we do not sell them without monitors unless you have previously purchased one of our prompters and want to share monitors between them.

How can I become a reseller?

Contact us at sales@prompterpeople.com

Where can I see your prompters?

Ninety-nine percent of our customers do not physically see our prompters before purchasing. They purchase based on information provided on our website and through conversations with us. We participate annually in National Association of Broadcasters (NAB) in Las Vegas and IBC (International Broadcasting Convention) in Amsterdam if you are interested in seeing our products.

I want customer contact info for references?

We do not give out customer contact information because we don’t want to impose on them to ‘sell’ our products. We will be adding a testimonial page to our website, but we request that you not call the people who have been so kind as to contribute.

Can my company order with a purchase order?

We accept purchase orders from schools, and U.S. Federal, State and municipal government offices. All others may pay with a major credit card or cashier’s check. Corporate or personal checks are accepted, but are cashed one week before the product is shipped to ensure adequate funds.

How soon can I get my prompter after I order it?

We usually ship within 1-2 business days of receiving your order. Credit card orders that show suspected fraud do not ship until the customer contacts us to clear the fraud alert. Rush web orders placed after 2 PM typically ship the following business day. If we are aware of any circumstances that could delay your shipment, like backorder of parts, we will let you know. We do our best to accommodate your schedule, but we are not responsible if shipment or arrival do not occur on the dates you have requested. You should always have a back-up plan if you have a critical date. We use UPS so you can select any service provided, from ground to next day a.m. arrival. Remember that UPS is not infallible. Orders can be lost or delayed due to circumstances beyond our control.

Who We Are

We are Prompter People, Inc., a California Corporation, registered with the California Secretary of State : registration number C2715152. Our headquarters is located at 126 Dillion Ave, Campbell, CA 95008, U.S.A., and our telephone number is +1-408-866-9100.

Shipping & Delivery

At this time we only accept orders for delivery to Canada and the United States of America via ecommerce. Orders ship via UPS. please call us at +1-408-866-9100 for alternate locations and delivery methods, WE SHIP WORLDWIDE. Most orders ship within 1-3 business days, orders involving a configured ATA rated flight case may take an extra couple of days.

Privacy

We do not share, rent, trade or sell our customer information to third parties except as necessary to process transactions, such as proving your data to PayPal to render payment or UPS to ship and track your order.

Security

For security reasons we do not store complete credit card information used for ecommerce purchases either on this server or elsewhere, we do however retain the last four digits to identify payment methods to you. Payments may be made using either PayPal Express Checkout, or Visa, Mastercard, Discover Card or American Express Credit & Debit Cards. Our merchant service provider for processing Credit Cards is PayPal (though you have no interaction with them in this case), and your card information is transmitted to PayPal in realtime via a 256 bit encrypted link. Our server security is audited by an independent third party for PCI compliance.

Returns & Replacements

All returns must have a RMA number or they may be refused. Please contact us prior to returning an item to obtain an RMA number. Return shipping is the responsibility of the buyer. Returns that have signs of wear, use, or damage will be subject to a restocking fee of at least 10% of the MSRP or Sales Price of the Item being returned. 

Pricing

All pricing is displayed in US dollars.