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Videos

Pay in the app

Who this guide is for

Creators using the Captionr app on iPhone or Android who have uploaded a video and want to pay so captioning can start.

Prerequisites

  • The Captionr app, signed in.
  • A video whose status is Ready to pay. Right after Start upload, the app opens the video's page by itself.
  • A way to pay in your phone's store: an Apple Account with a payment method for the App Store, or a Google account with a payment method in Google Play. The app never sees your card: the store takes the payment.
  • On the website you pay by card instead. See the guide "Pay for a video".

Step-by-step instructions

Where to find it: Videos › <video title>

Check the price

  1. Right after the upload, the app shows the video's page. Otherwise tap Videos, then the video; its card says Pay to start captioning.
  2. Under Check the price and pay, read Length billed and Price. The price is what the App Store or Google Play will charge you, in your store's currency. Minutes are rounded up, so a video of 2 minutes 5 seconds is billed as 3 minutes.
  3. For a short video the box says Minimum charge, covers up to 12 minutes: the minimum price applies.
  4. Under the button, the app says Billed by the App Store to your store account. The price is in your store currency. (or Billed by Google Play).

Pay

  1. Tap Pay and start captioning. The button says Opening the App Store (or Opening Google Play) and the store's own payment sheet appears over the page.
  2. Confirm the purchase in the sheet the way you always do in that store: Face ID, Touch ID or your password on iPhone; your Google account's payment method on Android.
  3. The button says Confirming your payment for a few seconds, with the note This takes a few seconds. You do not need to pay again.
  4. The button changes to Payment received and the note says Thank you. Captioning starts now. The status changes to In line, and the page follows the captioning from there.

If you close the store's sheet without paying, nothing is charged and the button goes back to Pay and start captioning.

Waiting for approval

Some purchases are not finished at once: on iPhone, a child's purchase with Ask to Buy waits for a parent; on Android, some payment methods are confirmed by Google Play a little later. The button then says Waiting for approval, with the note The App Store has not finished the payment yet. This page updates when it does; you can close it and come back. Captioning starts as soon as the store confirms the payment.

When you are charged

The store charges you the moment you confirm the purchase. This is different from the website, where your card is only held and charged when the captions are ready.

See your payments and receipts

  1. Tap Account.
  2. Payments lists each payment with its date and amount, marked Paid through the App Store or Paid through Google Play. Tap a payment to open its video. Tap Show more to see older payments.
  3. The receipt comes from the store, not from Captionr. Apple emails it and lists it in Settings › your name › Media & Purchases › Purchase History. Google emails it and lists it in the Play Store under your account › Payments & subscriptions › Budget & history.

If the video needs attention

When captioning stops, the video's page says This video needs attention with the reason. Your payment stays with the video.

  1. Tap Try again at no charge, then confirm. Captioning runs again from the file you uploaded; if the problem was a passing one, this is all it takes.
  2. If the message points to the file or the language, or it keeps stopping, email support@incluve.me with the video title. We attach your payment to a new upload of the same length or shorter, so you upload the right file without paying again, or we help you ask the store for a refund.

Refunds

A purchase made in the app is refunded by Apple or Google, under their rules, not by Captionr.

  • iPhone: go to https://reportaproblem.apple.com, sign in with your Apple Account, choose the purchase and select Request a refund.
  • Android: go to https://play.google.com/store/account/orderhistory, find the order and select Request a refund. Within 48 hours of the purchase Google decides at once; after that, email support@incluve.me with the video title and we ask Google on your behalf.

When the store refunds a purchase, the payment shows Refunded under Payments in Account.

Important: You pay once per video. There is no subscription. One purchase captions one video, and it cannot be moved to another video by yourself: email support if you uploaded the wrong file. Deleting a video after its captions are ready does not refund it.

Expected result

The button says Payment received, the status changes to In line, and Details shows the amount paid through the App Store or paid through Google Play. Under Payments in Account, the payment is listed with its date and amount.

Common questions / troubleshooting

The price in the app is not the same as on the website. The app shows the price your store charges, in your store's currency and at the store's own price steps. Both are shown to you before you pay, and you only ever pay the one you were shown.

The app says Purchases are not available on this phone right now. The store is not signed in, or purchases are restricted on the phone. On iPhone, check Settings › your name › Media & Purchases, and Screen Time › Content & Privacy Restrictions › iTunes & App Store Purchases. On Android, check that the Play Store is signed in and that purchases are not blocked by parental controls. Then tap Try again.

The app says This price is not in the store yet. The store has not published the price for this length yet. Wait a little while and tap Try again. Your video is saved and waiting.

The app says Your video is saved and waiting. Paying in the app is not available right now. Paying in the app is switched off for the moment. Your video keeps for 3 days; check back later, or pay for it on the website at captionr.app, where it is listed too.

The app says This video is longer than the app can caption in one go. The app captions videos of up to 180 minutes. Split a longer video into shorter ones and upload them one at a time.

The app says Your payment went through, but we could not confirm it. Tap Try again; you will not be charged twice. The store took the payment but the app could not reach Captionr. Check your connection and tap Try again. If the app closes before that, open it again: a purchase the app has not finished is picked up within a minute of signing in, and the video is queued.

I paid, but the app closed or the phone died before the page changed. Open the app again and sign in if asked. Within a minute the video's status changes to In line. You are not charged twice: the store completes a purchase only once.

I tapped Pay twice. The store opens one payment sheet at a time, and one purchase is tied to one video. Payments in Account lists what you paid.

My payment says Test purchase. The account is a store test account, so the store charged nothing. Test purchases are captioned like real ones.

Where is my receipt? From the store: Apple and Google email a receipt for each purchase and list it in your purchase history, as described under "See your payments and receipts" above.