Credits FAQ#

General#

How do I get credits?#

Two options:

• A subscription plan that renews a credit pool monthly.
• A one-time prepaid plan that tops up a non-expiring credit balance.

See Plans and the pricing page.

How do I remove the watermark?#

The watermark is applied only on the free plan. Any paid plan removes it.

Does the free plan watermark every render?#

Yes. The watermark exists to prevent abuse from accounts created solely to consume free credits.

How many videos can I create?#

It depends on the duration of each video, its resolution, and whether generated assets are involved. See Credit consumption.

What happens when credits run out?#

Renders and asset generation fail with HTTP 400 and message Insufficient credits (or 401 You exceeded the quota … on POST /v2/movies). Top up to continue.

Where do I see my balance?#

In the Credits section of the dashboard.

Do prepaid credits expire?#

No.

Can I have both a subscription and prepaid credits?#

Yes. Subscription credits are deducted first, prepaid credits next.

Can I have more than one subscription?#

Yes. Each subscription renews independently.

Credit consumption#

How many credits does a 30-second 1080p video cost?#

30 credits (1 per second), excluding generated assets.

How many credits does a 30-second 4K video cost?#

120 credits — 4K renders cost 4 credits per second.

How are credits split between a subscription and prepaid balance?#

Subscription credits are used first, in order of earliest expiry. Prepaid credits are used afterwards.

Billing#

Can I cancel at any time?#

Yes. Cancellations take effect at the end of the current billing period. Cancel from the dashboard: Credits → Subscriptions → ⋯ → Change → Cancel subscription.

Are refunds available?#

No.

Can I upgrade or downgrade?#

Yes, at any time, from the same Subscriptions panel in the dashboard.

Are taxes included in the listed prices?#

No. Taxes are added at checkout depending on jurisdiction.

How do I get an invoice with my tax information?#

Every past payment is listed in the dashboard under Credits → Billing history, each row with a link to the invoice. The same link is in the receipt email sent after the purchase.

The invoice is issued by the payment provider, so tax details — company name, billing address, VAT/tax ID — are added on their side, from the billing link in Credits → Subscriptions: Paddle opens its hosted billing page, PayPro emails a one-time login link (valid about 15 minutes) to its portal. Once the details are saved, download the corrected invoice.

I paid but my credits haven't appeared in my account. What happened?#

In every case reported so far, the cause has been the same: the email used at checkout did not match the email used to log into JSON2Video. When that happens, Paddle or PayPro creates a new JSON2Video account associated with the checkout email and the credits are delivered there. The original account does not receive the credits because, from the system's point of view, the payment belongs to a different customer.

To resolve it:

1. Find the receipt email sent by Paddle or PayPro after the purchase. The address that received it is the account that now holds the credits.
2. To move the credits back to your original account, email support@json2video.com from the original account and include the order number from the receipt. Credits are not transferred automatically — account ownership has to be verified manually.

What is Paddle? What is PayPro?#

JSON2Video uses Paddle and PayPro as merchants of record. They handle invoicing, tax compliance, and payment processing on behalf of JSON2Video. Charges appear on bank statements as Paddle.net* Json2video or PayPro Global. New subscriptions are handled by PayPro; legacy subscriptions remain on Paddle until renewal.