Do videos and images still get created if I go over my credit limit?
Do videos and images still get created if I go over my credit limit?
If you are on a subscriptions your videos and images will continue to render.
Any credits you use in excess of your allowance will be charged as overage at the end of your billing cycle.
On PAYG your API will stop functioning until you purchase more credits.
How many video minutes can I create with 1 credit?
How many video minutes can I create with 1 credit?
1 minute of video is 1 credit. Regardless of resolution.
How many images can I create with 1 credit?
How many images can I create with 1 credit?
1 image costs 0.1 credits. With 1 credit you can create 10 images.
Do you round up videos to the nearest minute?
Do you round up videos to the nearest minute?
No. You only consume what you use and we aggregate video by the second.
Do my credits carry over into the next month?
Do my credits carry over into the next month?
If you are on a subscription then your credits carry over into the next month, up to a maximum of 3 months.
Does using Text-to-Speech tools inside a video increase the price for video renders, or is it the same?
Does using Text-to-Speech tools inside a video increase the price for video renders, or is it the same?
It is 0.1 credits per 100 characters for Text-to-Speech. This cost is added on top of the video render. For example, using 100 characters of TTS on a 1-minute video would cost 0.1 credits for TTS and 1 credit for video rendering, totaling 1.1 credits. You can find more information here: Understanding Shotstack Credit Consumption.
Do we lose all our credits if we pause the subscription?
Do we lose all our credits if we pause the subscription?
Pausing your subscription would mean no rollover of credits. However, the agent can pause your subscription for a specific month and resume it later, while also extending your credit expiry to ensure you don’t lose any.
Where do I apply my discount code?
Where do I apply my discount code?
You can apply your discount code in payment details and only on a subscription. Unfortunately they cant be applied to PAYG plans.
I want to update my invoice and request a new one with the updated details.
I want to update my invoice and request a new one with the updated details.
You can update your invoice information through the billing portal, or fill out this form and mention the updated details in the Notes section. The revised invoice will be sent to you within 48 hours.
I’ve paid for credits, but I can’t see them in my account.
I’ve paid for credits, but I can’t see them in my account.
These issues happen usually because the payment email differs from the account email. Please fill in this form and it will be added to your account within 12 hours
I want a refund of my payment.
I want a refund of my payment.
Please fill out this form to request a refund. Note that we cannot issue a refund if any of your credits have been used.
My credits do not roll over.
My credits do not roll over.
We’re sorry, there’s currently a bug causing this issue, and we’re working on fixing it urgently. In the meantime, please fill out this form and we’ll manually add the credits to your account within 24 hours.
My credits get deducted when my renders fail.
My credits get deducted when my renders fail.
Your credits are not deducted when a render fails. Any credits used are automatically refunded. You can verify this by checking your usage, where the refund will be shown.
Why didn’t my remaining credits carry forward after I changed my plan?
Why didn’t my remaining credits carry forward after I changed my plan?
When you change plans, your credit balance is recalculated based on the new plan. Our system allows a maximum rollover of three times the monthly credit amount of your current plan.
For example, if you were on a plan with 1,000 monthly credits and had rolled over 2,000 credits, then switched to a plan that includes 200 monthly credits, your new maximum rollover becomes 600 credits (200 × 3). Any credits above this limit are not carried forward.
This is why, after changing plans, you may see a lower credit balance than expected.