Payment and invoices
Extra-minutes packs, what happens after you pay, invoices, cancellation and refunds.
On this page12 sections · 6 min read
Is payment open?
What happened: In the panel you buy a plan or an extra-minutes pack.
Why: Payment is taken on an outside payment page; the card details never reach Zıpır.
What to do: In the panel, choose the plan on the Billing page and complete the payment screen; the minutes are added to your account once the payment is confirmed. The cancellation and refund terms are on the cancellation and refund page.
Can I buy a single video, or do I need a subscription?
The Single video pack is 3 minutes and is a one-off payment: no subscription is set up and nothing renews. Its price is on the pricing page.
You buy it on the Billing page of the panel, or with the buy button on the paywall of a video. The minutes are valid for 24 months from the day you buy them; your plan minutes are used first, and your pack minutes when those run out.
What is an extra-minutes pack?
An extra-minutes pack is a pack of minutes you buy once when your plan minutes are not enough: 10 minutes $17, 30 minutes $45, 90 minutes $115.
A pack carries over for 24 months from the day you buy it. Your plan minutes are used first, and your pack minutes when those run out.
Extra-minutes packs are for paid plans; they are not sold on the free plan. You buy them in the panel.
I cannot buy extra minutes on the free plan
What you see in the panel: “Extra minute packs are for paid plans. Switch to Studio or Team first, then you can buy a pack.”
“Extra minutes are not sold on the free plan; it counts videos, not minutes.”
What happened: You could not buy an extra-minutes pack while on the free plan.
Why: The free plan counts videos, not minutes; a pack bought on this plan could not be spent, so no payment is taken.
What to do: First move to the Studio or Team plan, then buy a pack if you need one. Or shorten the video and make it with your free allowance.
What is missing does not fit in one pack
What you see in the panel: “The shortfall does not close with one pack: buy one, then one more for what is left.”
What happened: The minutes the video is short are more than the biggest pack.
Why: Each pack is a separate payment; a shortfall of more than 30 minutes is covered by more than one payment.
What to do: Buy the recommended pack; once the payment is processed you buy one more for what is still missing. If you like, you can shorten the video so that it fits in one pack.
It says my payment is being received, and my minutes have not arrived
What you see in the panel: “Your payment is being processed. This panel refreshes once the minutes reach your account; no new pack can be bought meanwhile.”
“We have not yet seen the payment reach your account. Before buying a new pack, wait a few minutes and refresh the page; if the payment went through your remaining minutes will have grown.”
What happened: You made the payment, but the minutes have not appeared in your account yet.
Why: The confirmation of the payment can reach us a few minutes late.
What to do: Wait and refresh the page. Before you buy a new pack, check whether your remaining minutes went up; if the payment went through, they will have. When the payment goes through, the video carries on from where it was by itself.
The payment was not made, my card was declined
What you see in the panel: “No payment was made. Your video is waiting; you can pick a way forward whenever you like.”
What happened: You came back from the payment page without completing the payment, or your card was declined.
Why: The bank may have declined the card, the bank's extra verification (3D Secure) may not have been completed, or the payment page may have been closed.
What to do: If no money was taken from your account, there is nothing to do. Your video waits; you can try to buy the pack again, check your card or the verification, or shorten the video.
Your payment was received and the video is carrying on
What you see in the panel: “Your payment came through and the minutes were added.”
“Your extra minutes are in your account, and your video is continuing where it left off.”
What happened: The payment was processed and the minutes were added to your account. If the video can be shortened, the message ends by saying "or you can shorten the video".
Why: If the minutes added are enough for the video, it enters the queue by itself. If not, the part that is still missing is shown separately.
What to do: If the video is carrying on from where it was, do nothing. If it still shows as short, buy one more pack or shorten the video.
I was charged twice
What happened: You saw two charges on your account for the same pack.
Why: Clicking several times in a row for the same pack on the same day opens a single payment session, so there should be no double charge. If there was a mistake anyway, it is refunded.
What to do: According to our legal pages, a wrong or double charge is refunded. To ask for a refund, write to the contact address in the footer from the email address on your account.
Can I get an invoice?
After every payment the payment provider sends the receipt and the invoice by email. For an invoice in a company name, on the payment screen choose that you are buying as a business and enter its title and tax number; if you need a correction later, write to [email protected].
How do I cancel my subscription?
You cancel your subscription in the panel whenever you like; you do not need to write to us. The cancellation takes effect at the end of the billing period you are in, and the service stays open until that date.
How do refunds and the right of withdrawal work?
The rules for refunds and withdrawal, with the exceptions that are specific to digital services, are written on the legal pages. In short: a wrong or double charge, a service that could not be provided at all, and a request made within the withdrawal period before the service starts are refunded.
Cancellation and refund policy · Distance sales agreement · Pre-contract information form
Other topics: Uploading documents, Length and quota, Errors and fixes, Privacy, Account, Sharing. If you did not find the answer, write to the contact address in the footer.
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