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HOW IT WORKS

Right to rectificationFrequently asked questions


ACCOUNT MANAGEMENT

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BILLING AND PAYMENTS FAQ

Got a billing or payment query? Look no further: we've gathered some of your
most frequently asked questions about billing and payment for easy access.

Find answers to some common questions about billing and payment by clicking on a
question from the list below.

Can't find the answer you're looking for? Our Support team will be happy to
help. You can reach out to them by clicking the Contact Support button at the
bottom of this page.


JUMP TO:

How do I upgrade, downgrade or cancel my plan?

How is my subscription charged?

Why is my card being declined?

What forms of payment are accepted?

How do I access or download my invoices?

How do I edit my invoice?

How do I change my billing information?

How do I add my VAT number to an invoice?

What happens if I miss a payment?

What currency will I be billed in?

Why was my account downgraded?


HOW DO I UPGRADE, DOWNGRADE OR CANCEL MY PLAN?

You can manage your plan under the Plan & Billing section of your account.
There, you can upgrade, downgrade or cancel at any time. 

If you're downgrading or canceling your plan, this will take effect at the end
of your current billing period. Please make sure to cancel your plan before your
next billing cycle to avoid any unwanted charges.


HOW IS MY SUBSCRIPTION CHARGED?

VideoAsk subscriptions are paid for upfront. You'll be charged the day you
upgrade and the subscription will automatically renew at the end of your billing
period. Your payment method will be charged for the renewal on the first day of
the following billing cycle.

For example, if you signed up for a monthly plan on March 15th, you'll be
charged for the monthly plan on March 15th and your next charge will be on April
15th. If you've signed up for a yearly plan on March 15, 2022, you'll be charged
on March 15, 2022 for the yearly plan and your next charge will be on March 15,
2023. This will ensure you don't lose access to your paid features.


WHY IS MY CARD BEING DECLINED?

If your credit card is declined, please make sure the card information you've
entered is correct and try again. Please also make sure to check that you have
sufficient funds in your account and that your card has not expired. If it's
declined again, please contact your bank for further information. 

As of October 1st, 2021, India has implemented a new mandate for processing
recurring transactions. Any recurring transactions over a certain amount will
need additional approval from the cardholder. We recommend that cardholders
contact their bank to verify the transaction.


WHAT FORMS OF PAYMENT ARE ACCEPTED?

Currently, we accept the following payment methods:

 * Google Pay
 * Credit card:
   * American Express
   * Mastercard
   * Visa
   * China UnionPay

We don't accept the following payment methods:

 * Prepaid cards
 * PayPal


HOW DO I ACCESS OR DOWNLOAD MY INVOICES?

You can view and download your invoices under Plan & Billing. 


HOW DO I EDIT MY INVOICE?

We're unable to edit any invoice that has already been issued. You can update
your billing information in your account by clicking the Account & Org settings
icon and selecting Plan & Billing. Updates to your billing information will be
reflected on your next invoice.


HOW DO I CHANGE MY BILLING INFORMATION?

You can edit/update your billing information under Plan & Billing. 


HOW DO I ADD MY VAT OR TAX ID NUMBER TO AN INVOICE?

On the checkout page, make sure to enter your VAT number before you upgrade.

If you've already upgraded, you can add your VAT number by updating your billing
information. Updates to your billing information will be reflected on your next
invoice. We're unable to edit any invoice that has already been issued. 



Note: If your billing address is located in Spain (with the exception of the
Canary Islands), you'll be charged VAT regardless of whether you add a VAT
number, as VideoAsk is a provider based in Spain.


WHAT HAPPENS IF I MISS A PAYMENT?

We have an automated process that attempts to bill your card several times over
14 days. If payment was unsuccessful after 14 days, your account will be
downgraded to the free Start plan. 

You won't have access to your paid features until payment is successful.


WHAT CURRENCY WILL I BE BILLED IN?

Subscriptions will be billed in U.S. dollars, euros, or pounds sterling. If
you're outside any of these regions (USA, EU, or UK), you'll be billed in U.S.
dollars. All EU countries (regardless of being in or out of the euro area) will
be billed in euros.


WHY WAS MY ACCOUNT DOWNGRADED?

We have an automated process that attempts to bill your payment method several
times over a period of 14 days. If payment was unsuccessful your account will be
downgraded to the free Start plan. You can re-upgrade your plan at any time in
under Plan & Billing.

Related articles:
Update billing information and view invoicesTaxes on VideoAsk purchasesHow are
video processing minutes calculated?
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