Experiencing problems? Try these troubleshooting steps.

Check your current usage

Your VideoAsk plan includes an audio and video processing limit. You can check how many minutes you've used at any time.

If your usage fluctuates regularly, bear in mind that you can upgrade and downgrade your plan as often as you need if you're on one of our monthly plans.

If you run out of processing minutes, respondents can still submit video/audio responses to your videoasks. However, you won't be able to view these submissions until you either upgrade your plan to get more minutes or wait for the start of the next billing cycle when your minutes reset.

Each billing cycle, your processing counter will reset based on the date you signed up or subscribed. It's important to note that any unused minutes will not carry over to the next cycle.

If you exceed your allotted minutes during a billing cycle, these overages are not billed as an extra charge. Instead, these overages are deducted from your available minutes in the next billing cycle. This means if you exceed your limit, the extra minutes used will reduce the number of minutes available to you in the following billing cycle

Looking to change your billing information? Check out our guide on updating your billing information and viewing your invoices.


Find out more about how your video processing minutes are calculated.

Check my usage


Click the Account & Org settings icon to open your user menu.



From your user menu, select Plan & Billing.



Here you'll see your current plan:


And a counter displaying how many minutes of audio and video processing you have used of your monthly limit:


The counter will reset every month or year according to your plan, on the date your subscription began.

Note: Unused minutes will not be carried over to the next month/year.

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