Card payments fail now and then. A card expires, a bank blocks a charge, or there are not enough funds on the day. If that happens on your Vidreno subscription, here is what to expect and how to put it right.
You get a grace period first
We do not cut anything off the moment a payment fails. Instead you get a short grace window to fix it. During this time:
- Your videos stay live and keep playing as normal, including their adaptive quality versions on Standard and Premium.
- You will see a banner on your dashboard letting you know a payment did not go through.
- The banner shows the date by which you need to update your payment method.
How to fix it
- Open the Billing page from the sidebar.
- Go to the customer portal to update your card or pay the amount you owe.
- Once the payment goes through, the banner clears and everything carries on as before.
See Managing your billing details for a full walk through of the portal.
If the grace window passes and the payment still has not gone through, your videos are disabled until a successful payment is made. Your files are not deleted, they are just hidden from viewers until billing is sorted. Any adaptive quality versions are kept as well.
After you pay
As soon as a payment succeeds, your videos come back, complete with their adaptive quality versions, and your account returns to normal. You do not need to upload anything again.
If the subscription ends instead and your account moves to the Free plan, viewers get the original file you uploaded. The quality versions are kept and return as soon as you are on a paid plan again. See Adaptive quality playback for your videos.