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 find out and 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 get 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.

For the details of how to make changes to your billing information, read on!

If it’s time to upgrade (or downgrade), the Account Owner can make that change at any time. Just head over to the Purchase page from the Settings sidebar, and select your new plan. 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.

If your needs exceed what our plans offer, (high levels of bandwidth, media, account management) get in touch with our Sales team to discuss Premium Custom pricing.

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. Read on to learn how to add your preferred payment method!

On the Payment Methods page in your Account Settings, select Add a Credit Card.

Verify all of the information is correct and hit Save Credit Card. 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.

You’ll need to select your bank from the list provided, then connect to your bank account using your online bank login. 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. You’ll be able to see a list of all the payment methods that you’ve added to your account. From that list, you can select which methods you want 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 use this page to check on the status of an invoice.

To download an Invoice or Receipt, select View Invoice/Receipt, there will be an option to Download as PDF in the top right corner.

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. These users will receive any invoices or receipts related to your Wistia account.

To add a billing contact the Account Owner will need to navigate to the Account > Settings > Billing Information page of their account. From there, add any additional email addresses under the Billing Email header. Don’t forget to Save Billing Info before navigating away from the page.

How Renewals Work

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 select Cancel account at the end of the current billing period. Then, click the Cancel Account button at the bottom of the page to confirm. Your account will then shut down at the end of your current billing period, rather than renewing.

Woohoo! Your business is growing and you need more features, or space for more media. 🚀 If it’s time to move on up to the next plan level, you can do that from within your account.

Just head to the Plans page under Account > Settings, and choose your new plan. Click Save at the bottom of the page, and your account will upgrade right there on the spot. You’ll immediately have the new plan and all its features and media capacity.

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. If you click the Premium option on your Plans page, you’ll see an option to get in touch with us so that we can discuss your exact needs!

Not sure why you saw a certain charge on your credit card? The first place to check is the Billing page of your Account > Settings area while logged in as the Account Owner. On the lower section of the page, you’ll see a list of all charges, and you can click the arrow next to each one to see the details.

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 clear it up for you.

If you’re the Account Owner, you can make changes to the billing information for your account. On the Billing Information page, you can update the information that appears on your invoices. You can add an address, VAT number, PO number, TIN number, and memo. 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.

On that same page, you can also designate someone else (or multiple people) as a billing contact.

A billing contact is a person who will be sent all billing-related correspondence, such as receipts, late payment notices, and cancellation alerts. All of these notices will also be sent to the Account Owner. Bear in mind that adding someone as a billing contact does not grant them a login to the account — they’ll receive emails, but they won’t be able to access the Billing page, as that’s restricted to the Account Owner.

One of the less fun parts of our job is cancelling accounts for non-payment. 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 — like if it needs to be updated, and can be rectified right away.

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 videos and audio episodes immediately stop playing and your stats stop counting. Additionally, no one can sign in during the time when an account is cancelled, except for the Account Owner — as they are the only ones with access to the Billing page to update the billing info.

If your account is cancelled and you would like to reactivate it, just sign in as the Account Owner and update your payment details. We’ll try the new card immediately, and if it goes through successfully, your account will reactivate straight away.

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? Not to worry, this is usually caused by a few usual suspects. 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 Settings > Billing Information in your account. Or you can click this handy link.

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. Unfortunately, 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, simply go to Settings > Statements.