Payments and Accounts Related FAQ
Get answers to common questions about payments and accounts to better manage your financial transactions and account-related activities.
Written by Sara Griffith
Updated at December 2nd, 2024
Renewals, upgrades, downgrades, expirations, cancellations & refunds.
I am signing up for a “Free Test Drive”, why do I need to submit my credit card?
Although it won’t be charged, a valid credit card is required to activate your Test Drive. We take this step to verify your identity and prevent service abuse.
Do subscriptions auto renew each month?
Unless canceled, subscriptions will automatically renewed by default at the end of the billing cycle.
How can I cancel my subscription?
To cancel a subscription, you must do so from the payment portal, accessed through the “Go to Portal” button in your account in the Profile window of Remoto Playback. This will cancel your subscription, but not initiate a refund. To request a refund please submit a support ticket.
Cancellations take effect at the end of the current billing cycle.
What happens if I cancel my subscription in the middle of the month?
If a subscription is canceled in the middle of the month, the subscription will be active until the end of the billing cycle. What this means is that you have canceled your subscription to be renewed at the end of the billing cycle. You can continue to use your subscription as normal until the end of the billing cycle, or you can choose to void the cancellation during this time period.
I’ve upgraded my Subscription. What happens to my existing subscription that I upgraded from?
The upgrade will go into effect immediately, meaning all features from the plan you upgraded from will not be available anymore, and features for the upgraded plan will be available for immediate use.
You will be credited for the existing subscription you upgraded from based upon the elapsed days in the subscription month. This credit will be applied to the cost of the plan you upgraded to.
I want to change the Subscription I have from “More time” to “More Guests” or vice versa. When does this change go into effect?
If you change your existing subscription to a different flavor of that same subscription (meaning, more time, or more guests) this change will not be immediate, and it will take effect at the end of the billing cycle.
What happens when I downgrade my subscription?
If you choose to downgrade your subscription, the new plan will start at the end of your current billing cycle.
Until then, you cannot cancel your subscription from the Stripe customer portal, because it will show that you have a pending plan change and the “Cancel” button will be hidden. You will need to wait until the downgrade takes effect, and then you can cancel your subscription from the Stripe portal. This is a limitation of Stripe.
What happens when I change my subscription to another subscription of the same cost value (a lateral move?)
If you choose to change your subscription to another subscription of the same cost value, the new plan will start at the end of your current billing cycle.