Whether you’re considering a switch to annual billing, adjusting your plan level, or just curious about our new pricing, we’re answering some of the most common billing questions we hear.
As always, if something isn’t covered here, our Customer Support team is always happy to help so please do not hesitate to contact us!
- Do I have flexibility to change or cancel if I switch to annual billing?
- Does my annual plan renew automatically, and will I be notified before it does?
- How is additional usage billed for annual plans?
- I’m a Seed customer using almost 100 GB of storage. Should I switch my plan?
- Where can I go if I still have questions?
Do I have flexibility to change or cancel if I switch to annual billing?
Yes, you can still upgrade, downgrade, pause, or cancel your subscription at any time with annual billing. You can also switch between monthly and annual billing whenever it works for you. There are no penalties or fees for making changes, and we’ll prorate your bill accordingly for any plan migrations.
To make a change, go to Account Settings → Manage Subscription.
If you need to cancel, you can now choose to cancel at the end of your current billing term, or cancel immediately. Keep in mind that canceling your account will permanently delete your account data and entire content library. As always, accounts closed before the end of a billing period will not receive a prorated refund.
We recommend taking advantage of the new option to cancel at the end of your billing term to finish out your subscription period. Another benefit of this new cancel option is the ability to undo it before your billing term ends if you end up needing more time.
If you’d prefer to keep your content and settings intact while stepping away, you can pause your subscription for as little as $2/mo.
Does my annual plan renew automatically, and will I be notified before it does?
Yes, annual plans renew automatically at the end of your 12-month term. We’ll send a renewal reminder to the account owner and billing contact on your account at the start of your final billing period (approximately 30 days before your renewal date) so you have time to update your payment method or make any plan changes before the next charge is processed.
How is additional usage billed for annual plans?
Additional usage charges apply when you exceed your base plan’s included live stream minutes, bandwidth, or storage. One key difference with our new annual plans is how your included usage quotas are distributed.
For example, a monthly Tree plan includes 1 TB of bandwidth and this included allotment resets each month. So, any bandwidth usage beyond 1 TB a month will incur additional usage charges on a monthly Tree plan.
The annual Tree plan includes 12 TB that can be used at any point throughout your 12-month billing term. So, on an annual plan, you could use up 4 TB of bandwidth in your first month and would not incur any additional usage charges (you’d have 8 TB of bandwidth remaining for the year).
However, if you streamed 4 TB for 3 months straight for a total of 12 TB of bandwidth used, you would incur additional bandwidth usage charges for the remainder of your annual term if you continue to use any further bandwidth. This additional usage on annual plans is still evaluated and billed on a monthly basis. You will receive an email invoice for each month with any additional usage charges.
Note: As always, we’ll send email notifications when you use at least 80% of your bandwidth so that you can monitor your usage - we never want there to be any surprises! You can also set a Bandwidth Usage Cap to set a limit on the amount of additional bandwidth your account can use.
I’m a Seed customer using almost 100 GB of storage. Should I switch my plan?
The answer depends on your future usage. Our new $12/mo annual Seed plan may actually save you money in the long run as it includes 50% more storage for only $2 more than your legacy Seed plan (150 GB total). If you plan to continue to increase your video storage, then definitely consider the new annual Seed plan.
On the other hand, if you’re comfortably within the 100 GB included with your legacy plan, the $10/mo annual Seed lock-in option keeps your costs low and stable. Note: this grandfathered rate is only available for a limited time. We’re allowing a 90-day grace period to lock in your current plan indefinitely. If you do not do so within this 90-day period, your subscription will automatically migrate to our new monthly Seed plan at $15/mo.
Not sure where your usage stands? Log into your account and check your storage and bandwidth usage by going to Account Settings → Usage.
Where can I go if I still have questions?
Our Customer Support team is here to help! Contact us via live chat or email. We typically respond within one business day. You can also browse related billing and account management articles, or simply manage your plan directly from your Account Settings when logged in to your account.
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