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.
- 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.
After you pay
As soon as a payment succeeds, your videos come back and your account returns to normal. You do not need to upload anything again.