Experiencing problems? Try these troubleshooting steps.

How are video processing 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.

The good news is that video play isn't counted towards your usage. This means that if your videoask goes viral and racks up millions of views, these views won't count towards your minutes. 🎉 It's only the initial transcoding process (compressing and saving) of the video(s) that you include in the videoask that are counted towards your allowance, as well as any audio or video responses that your customers submit.

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For example, let's say you create a videoask with a 1-minute video and an open-ended answer type step allowing respondents to get back to you via video, audio, or text. You share the videoask with some of your customers and receive 3 responses back, each with a 1-minute video or audio reply. In total, you'll have used 4 minutes of your processing time from this interaction.

Your processing minutes will reset each month or year according to your plan type, on the date your subscription began.

For example, if you signed up on December 12 to a monthly plan, your processing minutes will reset on January 12. 

Note: Minutes are counted by the second and rounded down. For example, a 15-second video is rounded down to 0 minutes, or a 119-second video is rounded down to 1 minute.

Check out our pricing page for more information on how many minutes are included in each plan.

FAQ

If I run out of my allotted processing minutes, will I be charged automatically?

No. We will not upgrade your account or charge you automatically. If you run out of processing minutes your respondents will still be able to submit responses to your videoasks, but you won't be able to view their submissions until you upgrade (to get more minutes) or you can wait until the next billing cycle starts (when your minutes reset). You can upgrade your plan at any time.

Does storing or duplicating a videoask use up my minutes?

No. We count minutes every time we have to transcode (i.e., 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 to your VideoAsk account, you can access it from your media library and use it however many times you like.

If I set up steps using the Voice answer type, do respondents' answers count towards my minutes?

Yes. Respondents' voice queries will be transcribed and are counted towards your minutes' usage. 

What happens if my respondents answer with text, or if I set up a multiple-choice step?

No processing minutes will be used for text, multiple-choice answers, or any other closed-ended answer types. Only video and audio count towards your processing minutes.

Does the live call option count towards my processing minutes?

No. Because we don't save recordings of live calls, no video is transcoded, and therefore the time spent on a live call will not affect your processing minutes' allowance. Also, there's no time limit on our live calls, so no risk of being cut off mid-sentence. 

💡Tip: If you want to check how many minutes you've used or change your plan, check out how to manage your plan.

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