Understanding charges
Looking for more information on a charge? Start by checking your Billing page. In the Invoices tab, click "View receipt" for an itemized list of charges.
Wistia will only charge you for certain things:
Your plan subscription, either monthly or annually
Overages and/or add-ons (storage, bandwidth, users, and webinars)
Wistia Credits top-ups and credit subscriptions
Pro-rated upgrade charges if you've upgraded your plan
Sales tax
Professional captions, dubbing, translations, audio descriptions, and Mochine use Wistia Credits instead of being charged separately. If your plan doesn't use credits, you'll be billed for these orders individually.
Canceled due to nonpayment
If you miss a payment, we'll alert you via email. Usually, this is due to a payment issue (e.g., expired credit card) and can be fixed quickly.
If the issue isn't resolved and our automated billing system continues to fail to process the card, we'll send a warning email to the Account Owner and Billing Contacts explaining 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 canceled.
When an account is canceled, your content isn’t deleted, but your media will stop playing and collecting analytics immediately. Team members won't be able to access the account's content during this time. Only the Account Owner can access the Billing page to update payment information and reactivate the account.
To reactivate your account, sign in as the Account Owner and submit payment using any of the following methods.
Click "Retry payment" on the Billing page.
Update your payment method.
Use the link on your invoice to pay right away. Card payments reactivate your account once they're processed. If you paid by ACH, wire, or check, send us your remittance details, and we'll reactivate your account once the payment posts.
If you need help reactivating your account, we’re here for you! Just let us know.
Retry payment
If a payment fails, you'll see a banner at the top of your Billing page. If the card was declined for insufficient funds, click "Retry payment" to try the charge again right away. If your card has expired, open the Payment methods tab to add a new card, then try again.
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 rule out a caching issue, try a different browser (e.g., switching from Chrome to Firefox) or an incognito window.
Make sure you enter your card number without spaces or dashes; our billing system formats it automatically.
If you're close to your daily/weekly/monthly transaction limits, your card may be soft-declined. In this case, we recommend contacting the card-issuing bank to see if they can approve the payment.
If you’ve tried these steps but are still having issues, reach out to us, and we’ll take a look.
Billing FAQ
Who is the Account Owner?
Only the Account Owner can see billing details. If you're not the Account Owner, you'll still see the Billing tab in Settings, along with a banner that shows who your Account Owner is.
To update the Account Owner, follow these steps.
Do you have a SWIFT code?
Yes. 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 invoices. To do this, go to your account's Settings page. From here, click into the Billing page, and select "Edit billing details" from the Invoices tab. From here, you can add more information in the invoice details modal.
Can I get a W9?
Yes, we offer a W9. Download the latest version here.
How do you charge for bandwidth?
See Account Usage and Bandwidth for everything you need.
When is my bill due?
Your billing date is the day you first purchased your plan, so it's different for everyone. If you pay by card, you'll be charged automatically on your billing date. If you pay by invoice, your invoice will be issued on your billing date and due according to the payment terms listed on it. Account Owners can find the billing date on the Billing page in Settings.
What if I'm a non-profit?
We offer a discount for non-profit organizations. Just reach out to our Support team at [email protected] with documentation of your non-profit status, and we'll get you 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.
To include your VAT number on your invoices, Account Owners can add it by selecting "Edit billing details" on the Billing Overview page.
Tip
Questions about sales tax? See our Sales Tax FAQ.
What currency will we be 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?
Account Owners can access all past receipts and invoices from the "Invoices" tab on the Billing page.
Can I add or change who receives invoices?
Yes. Account Owners can manage Billing Contacts from the Billing page in Settings.
I've paid by ACH, wire, or check. Why am I still getting reminders?
Bank transfers can take a few business days to reach your account. If your cancellation date is coming up, reply to the reminder email with your remittance details or proof of payment. We'll match it to your invoice and make sure your account stays active.
Can I pay by invoice instead of credit card?
Yes. Account Owners can set "Pay by invoice" as the default under Settings → Billing → Payment methods. Future invoices will include bank details for ACH (US) or wire transfer (international).
I updated my billing details. Can I get a corrected invoice?
Changes made to billing details (company name, address, PO number, tax ID) apply to future invoices. If you need an updated copy of an existing invoice, let us know, and we'll send you a revised PDF.
How are Wistia Credits billed?
Your plan includes a set number of credits that reset each month on your billing date. Need more? Account Owners can buy a top-up, which is charged immediately and lasts 12 months, or add a monthly credit subscription. Managers can buy using the account's default card. You can see your balance and usage on your Account Usage page. For more, see Understanding Wistia Credits.