Understanding charges
Not sure why you saw a certain charge on your credit card? The first place to check is the Billing page. From the Invoices tab, click into a receipt for an itemized list of charges.
We will only charge you for certain specific things:
Your plan subscription, either monthly or annually
Any extra media in your account beyond your plan’s included capacity (See Understanding Media Limits for more details.)
Professional transcripts
Dubbed media
Pro-rated upgrade charges if you’ve upgraded your plan
Note
You’re welcome to upload different file types; however, any file you upload to your account will be counted as “media” in terms of storage & pricing, no matter the format.
If you have questions about a charge from Wistia, let us know — we’d be happy to help.
Canceled due to nonpayment
If you miss a payment, we will send you an email to alert you. Usually, this is simply due to a problem with the credit card (such as if it needs to be updated) and can be rectified quickly.
If the issue isn’t rectified (and our automated billing system continues to fail to process the card), Account Owners, Billing contacts, and Managers on the account will receive a warning email. This email explains that your account will be shut down if payment isn’t made by a certain date. If the payment hasn’t gone through successfully by that date, your account will be cancelled.
When an account is cancelled, your content isn’t deleted, but your media will immediately stop playing, and your analytics will stop counting. Additionally, no one can sign in during this time, except for the Account Owner , as they are the only ones with access to the Billing page to update payment information.
If your account has been canceled and you’d like to reactivate it, sign in as the Account Owner and update your payment details. The card will be charged on our payment processor’s next scheduled retry. If you’d prefer to process the payment immediately, you can use the link provided on your invoice to pay right away. Once the payment is successful, your account will be reactivated.
If you need help reactivating your account, though, we’re here for you! Just let us know.
Credit card not updating
Trying to update your credit card on file but encountering a problem? Here are some troubleshooting steps you can try:
Clear your browser cache. A bad or outdated cache can affect your browser's ability to enter new information. To make sure your browser cache is not the issue, try a different browser altogether (like switching from Chrome to Firefox), or try an incognito window.
Make sure you’re entering your card number without spaces or dashes. Our billing system automatically formats your card for you. Otherwise, you might be inputting extra characters that are not part of your card details.
If you believe you may be close to your daily/weekly/monthly transactional limits, then there is a chance your card is getting soft-declined. In this case, we recommend reaching out to the cardholding bank to see if the payment can get approved.
If you’ve tried these steps out but are still encountering an issue, then reach out to us, and we’ll take a look!
Billing FAQ
Who is the Account Owner?
If you’re unable to see the menus we discussed in this help page, you’re probably not the Account Owner. If this is the case, and you’d like to know who the Account Owner is, visit the Billing page in your settings. It'll be listed there. If not, give us a shout! We’ll be happy to help.
How do I change the Account Owner?
We’ve made you a handy help page for that. Check it out.
Do you have a SWIFT code?
Yes, we do. Contact our support inbox, and we’ll be happy to give it to you.
Can I add a PO number?
Yes! Account Owners can add a PO number to your invoices. This can be done by navigating to Settings > Billing > Invoices, then clicking "Add additional invoice details."
Can I get a W9?
Yes, we offer a W9. Head on over to this page to download it!
How do you charge for bandwidth?
We’ve got a whole section for that! The Account Usage and Bandwidth page has all the information you need.
When is my bill due?
Your billing date is the day that you purchased your account, so this is different for everyone. The Account Owner will be able to check out the billing date for an account by navigating to the account settings overview.
What if I'm a non-profit?
We offer a discount to non-profit organizations. Just reach out to our Support team ([email protected]) with documentation of your non-profit status, and we'll get you all set up!
Do you collect VAT?
Wistia is a non-EU provider, and we do not currently have VAT registration. VAT will not be applied to any Wistia charges or invoices. Instead, your business should account for VAT using a reverse charge basis.
What is the currency we’re charged in?
Wistia is a US-based company, so we charge in US dollars. This means we don’t have control over the exchange rate you’re charged. Your bank will set any exchange rates and fees.
Can I see my past receipts or invoices?
Absolutely! Account Owners have access to all past receipts and invoices. To find them, head to the Billing page from your account settings, then click "Invoices."