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Contact Us


Cospective Pty Ltd,
Adelaide Studios,
1 Mulberry Road,
Glenside SA 5065,


+61 8 8400 6475

Frequently Asked Questions

  • Frankie supports Firefox, Chrome, Safari, Internet Explorer 11+ and Edge. For best performance, we recommend Chrome, which is available as a free download for Mac, PC and Linux.

  • Frankie supports all of the most commonly used video formats and 99% of the rest. Here’s a (very) small sample of the supported video formats:

    • AVI
    • DNxHD (SMPTE VC-3)
    • DV (Digital Video)
    • Flash Video (FLV)
    • H.264 / AVC / MPEG-4 AVC / MPEG-4 part 10
    • Matroska (MKV)
    • MJPEG (Motion JPEG)
    • MOV (Quicktime)
    • MP4 Video
    • Ogg Theora
    • ProRes 422
    • WebM
    • Windows Media Video (WMV)

    Frankie also supports still images in the PDF, PNG and JPG formats. You can import several other image formats, but they’ll take a little while to load.

  • When you upload videos to Frankie they’re transcoded to H.264 so that we can support all of the common browsers. We preserve the original file resolution and aim to maintain a very high quality level without generating files that are too large to load within a reasonable time frame.

  • If you encounter any bugs or run into difficulties when using Frankie, email our support team at

  • Occasionally, you may encounter an issue where a Frankie review doesn’t load correctly. In some cases Frankie may display a message saying that it is unable to connect to its server. In others, the ‘Loading review…’ message and progress bar may appear, but the review doesn’t load even after several minutes.

    There are a few possible causes of this issue. The first is related to a web technology known as WebSockets, which Frankie uses for its communication with the server. Some older browser versions don’t support WebSockets and so it’s worth checking that you’re using the latest version. You can check whether WebSockets are enabled on your browser by visiting and viewing the test results. If the WebSockets (Port 443) result is ‘Yes’ with a green tick then Frankie should connect just fine. Otherwise, it’s time to upgrade your browser!

    In some rare cases, access to the Frankie server may be blocked by some firewalls. If you are experiencing a connection problem that you can’t easily resolve, please email and we’ll be happy to help.

  • Frankie supports up to ten simultaneous participants in each review, depending on your current plan. That’s you plus nine friends.

  • Yes, each participant in a Frankie review can be on any supported operating system and browser. For example, one person could be using Chrome on a Mac while another is be using Firefox on a PC — the review will still work perfectly.

  • Frankie has a dedicated iOS app which can be downloaded for free from the App Store

    Frankie will run on some Android tablets, but in a browser rather than in a native app, which means performance can be less reliable than on iOS devices. Again, this is something we’ll be addressing in the coming months.