Got questions about billing? We’ve got answers!

Account Owners can make any billing changes within an account. Under your profile icon dropdown menu, click "Settings."

From here, you'll be able to access all of your billing-related pages, including the purchase page, account usage, payment methods, statements, and billing information.

If you aren’t able to access these pages or aren’t sure of the Account Owner(s) for your account, let us know; we can help you determine next steps.

For your account’s security, we’re strict with the policies in the following sections. In order to maintain PCI compliance, we cannot learn or save your credit card details. This means we cannot take that information from you either by email or over the phone.

We also want to ensure that unauthorized users do not gain access to your account, so we require that you are an Account Owner in order to view or edit any billing or plans pages. This also means we won’t give out the information on these pages to someone who is not set as an Account Owner.

If it’s time to upgrade (or downgrade), the Account Owner can make that change at any time. In your account's settings, head to the purchase page and select your new plan.

Here, you can see what plan you're on, as well as other plan options and features.

Follow the necessary steps depending on if you're purchasing or downgrading. If you're upgrading from a free plan, you'll be prompted to select a billing cycle and add a payment method.

As soon as you confirm your changes, your account will update to the new plan.

If you upgraded, you will also see a charge for the pro-rated difference in price shortly after your upgrade — you’ll get an email telling you the exact amount.

If you are interested in upgrading to a Premium plan, we can help you get the plan you need. On your plans page, click the option to get in touch with us so that we can discuss your exact needs!

You can pay for your account with a credit card, bank account, ACH, or wire transfer. We accept all major credit cards and all major banks in the United States and Canada.

Credit card payments and payments taken from your bank account will be processed automatically on your billing date.

You can pay for your subscription on either a monthly or annual basis. If you pay annually for your subscription, you can add multiple payment methods to your account to pay separately for annual renewals and monthly extras.

On the payment methods page in your account settings, select "Add credit card." Enter your information and verify it's correct, then click "Save."

Once the card is saved you can set it as a default payment method for annual or monthly payments.

If you run into any snags when you’re saving your card, head to our card not updating troubleshooting section. Or, feel free to contact us here.

On the payment methods page in your account settings, select "Add Bank Account." Then, follow the prompts to connect your account. We use Plaid to connect your account.

We only connect to banks based in the US or Canada at this time.

When an order is issued, we’ll use ACH debit to pull money from the account to pay the invoice.

On the payment methods page in your account settings, select the menu next to ACH/Wire Transfer and select "Set as Default."

When your invoice is issued on your billing date, it will include the banking information needed to send an electronic payment including the bank name, routing number, account number, and SWIFT code. The invoice will also include a link to pay the invoice directly by card or bank account in case you need it!

If you’re paying annually for your plan and want to use a separate payment type for monthly video allotments, you can add multiple payment types on the payment methods page in your account's settings.

Here, you can see a list of all the payment methods that you’ve added to your account. From that list, you can select which methods you'd like to use for your subscription and monthly extras.

Head to the statements page in your account settings to view invoices and receipts for your account. You can also use this page to check on the status of an invoice.

To download an invoice or receipt, select "View invoice" or "View receipt" and there will be an option to download the document as a PDF in the top right corner.

If you’re the Account Owner, you can make changes to the billing information for your account on the billing information page. You can add a billing contact, as well as a number of other details.

While the Account Owner is the only user able to access the billing profile of your Wistia account, you can add additional users to receive billing-related emails, such as receipts, late payment notices, and cancellation alerts.

You can also add additional information to include in your invoices, including:

You can update and save this information at any time and it will appear on all the existing invoices in your account. You can download an updated copy of an existing invoice on the statements page.

Your subscription renews automatically at the end of each billing period. This is the case for both monthly and annual plans. You can see your renewal date on the overview page of your account settings.

If you would rather not renew your subscription , you can either downgrade to a free plan, or cancel your account.

To cancel your account, head over to the Cancel page of your account settings area, and choose a cancellation option. Then, click "Continue to cancel" to reach the confirmation step.

Not sure why you saw a certain charge on your credit card? The first place to check is the statements page. Click into a receipt for an itemized list of charges.

We will only charge you for certain specific things:

If you have questions about a charge from Wistia, let us know — we’d be happy to help.

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), the Account Owner, 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 payment methods 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.

Trying to update your credit card on file but encountering a problem? Here are some troubleshooting steps you can try:

If you’ve tried these steps out but still encountering an issue, then reach out to us and we’ll take a look!

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, give us a shout. We’ll be happy to help.

We’ve made you a handy help page for that. Check it out.

Yes, we do. Contact our support inbox and we’ll be happy to give it to you.

Yes! Account Owners can add a PO number to your invoices. This can be done by navigating to the billing information page in your account, from your account's settings.

Yes, we offer a W9. Send us an email to the support inbox, and we’ll be happy to send it along if you need it.

We’ve got a whole section for that! The Account Usage and Bandwidth page has all the information you need.

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.

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.

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.

Absolutely! Account Owners have access to all past receipts and invoices. To find them, head to the statements page from your account settings.