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Pay for a video

Who this guide is for

Creators who have uploaded a video and want to pay so captioning can start.

Prerequisites

  • You have uploaded a video and its status is Ready to pay.
  • A payment card. You pay on the video page itself. Your card details are encrypted and the app never sees or stores your card number.

Step-by-step instructions

Where to find it: Videos › <video title>

Check the price

  1. Select Videos in the app menu, then select your video.
  2. Under Check the price and pay, read Length billed and Price. Minutes are rounded up, so a video of 2 minutes 5 seconds is billed as 3 minutes.
  3. If the price shows Minimum charge, your video is short and the minimum price applies.

Pay

  1. Below the price, enter your card number, expiry date and security code in the payment form.
  2. Select Pay and start captioning. The button changes to Paying. If your bank asks you to confirm the payment, follow its steps.
  3. The page shows Confirming your payment for a few seconds.
  4. When the payment is confirmed, the page shows Payment received. Thank you. and the status changes to In line.

Change your mind

Nothing is charged until you select Pay and start captioning. To stop, leave the page. You can come back and pay at any time.

See your payments

  1. Select Account in the app menu.
  2. The Payments section lists each payment with its date and amount. Select a payment to open its video. Select Show more to see older payments.

Important: You pay once per video. There is no subscription. Deleting a paid video does not refund it.

Expected result

The video's status is In line, its page says Paid. Your video is in the queue., and Details shows the amount paid and the date.

Common questions / troubleshooting

The page says my payment is taking longer than usual to confirm. Do not pay again. Wait a minute and select Refresh. The page also keeps checking by itself.

I opened the video in two tabs, or reloaded the page. You are only charged once. Every tab shows the same payment.

My card was declined. The form shows the reason under the card details. Check the details or use another card, then select Pay and start captioning again. Nothing was charged.

The payment form does not appear, or the page says Payment could not start. Try again. Our payment provider did not respond. Select Try again. If it keeps happening, email support@incluve.me with the video title.

Where is my receipt? Your payments are listed under Payments in Account. Stripe may also email a receipt to your sign-in email address.

Can I get a refund? Email support@incluve.me with the video title. A refunded payment shows Refunded under Payments in Account.

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