Your VideoAsk plan includes a monthly audio and video processing limit. You can check how many minutes you've used this month and manage your plan at any time.
If your usage fluctuates regularly, bear in mind that you can upgrade and downgrade your plan as often as you need if you are on one of our monthly plans.
Note: These instruction only apply to plans purchased via our website or web app. If you purchased your plan using the iOS app, you will need to manage your plan and payment method via your Apple account.
How are minutes calculated?
We count minutes towards your plan any time you, a team member, or your respondents record or upload a video or audio file. Video play is not counted towards your usage.
Does storing or duplicating a videoask use up my minutes?
No. We count minutes every time we have to transcode (ie compress and save) a video or audio file, because that's where we pay the most costs on our end. This means that once the video file has been recorded or uploaded, you can use it however many times you like.
Check your usage
Click the letter icon or gravatar to open your user menu
From your user menu, select Plan & Billing.
Here you will see your current plan:
And a counter displaying how many minutes of audio and video processing you have used towards your monthly limit:
If you are on a monthly plan, the counter will reset every month according to your plan, on the date your subscription began.
Note: Unused minutes will not be carried over to the next month.
Change my plan
You can change your plan at any time from within your user dashboard under Plan & Billing.
To downgrade or upgrade your plan, drag the green slider to select how many minutes you will need.
Select Show yearly/monthly to switch between monthly and annual plans.
Once you've made the desired changes with the slider, click the Upgrade or Downgrade button.
Click Confirm to finalize the change to your plan. If upgrading, we will charge the credit card we have on file for your account.
Cancel my plan
You can cancel your plan at any time from within your user dashboard under Plan & Billing.
Click Cancel my subscription
You will be prompted with a videoask to complete the cancellation process (we love feedback!).
Answer both steps of the videoask to complete the cancellation process.
Update my billing information
If you would like to update your billing address, phone number or Tax ID, you can do so from your user dashboard under Plan & Billing. Once updated, this information will be used for any future invoices (but will not update any historic invoices).
Click Change my billing information
Here you will see your current plan details, payment information, billing information and billing history. Click Update information under Billing information.
Make any desired updates to your billing address, phone number or Tax ID and click Save.
Change my payment information
You can change or update the credit card associated with your account from your user dashboard under Plan & Billing. Once updated, whichever credit card you set as the default payment method will be used for any future charges to your account.
Click Change my billing information
Here you will see your current plan details, payment method, billing information and billing history. The current card on file will be listed under Payment Method. Before you can change your payment method to a different card, you will first need to add it. Click Add payment method
Enter your card information and click Add
Once you've added a secondary payment method, you can choose which payment method you want to Make default or Delete
View and download my invoices
You can download any of your invoices from your user dashboard under Plan & Billing.
At the bottom of the Plan & Billing section, you will see a list of all invoices that have been issued to you so far. If you are on a monthly plan, a new invoice will automatically be issued for each monthly payment.
Click the desired payment period to view and download a PDF of your invoice.
If you have any problems managing your plan, please contact us. ⤵️