Billing FAQ

This article covers common questions Resi users ask about invoicing and billing. 

What’s Included in My Plan?

In your Organization Details page under Settings, you are able to see what tiers of Multisite, Live, and Content Library plans you’re subscribed to. Each has an included features section which displays the details of each plan. Below that, the Account Overview section gives you an in-depth view of the abilities your organization has with Resi.

1. Navigate to Settings. 
2. Under Subscriptions, you’ll see your subscription levels, start date, and included features.   
3. At the bottom of the page, you’ll see the Account Overview section. 

This section includes:

• Total Multisite venue licenses your organization has activated
• Total software encoders (through ProPresenter) your organization has enabled
• If your organization has access to 16 channels of audio
• How much data your organization can use for web broadcasts
• How many concurrent web broadcasts your organization has activated
• How many hours of automated subtitles your organization has activated per month 

To learn more about your subscription details, see How Do I See My Subscription Details?

What Additional Features Am I Paying For?

For Multisite, Live Streaming, and Content Library plans, we have additional features available that you can activate on your account if you need them.

Additional production venue licenses for decoder playback

On top of the base Multisite subscription price, you may need additional production venue licenses if you’re playing back content. If you need more than two production sites, you’ll need additional venue licenses with the exception of our Overflow plan. The Overflow plan only allows for one production site, so if your organization is on that plan you’d need an additional license for more than one. 

Capturing 16 channels of audio

With any Resi subscription, you can capture up to 8 channels of audio. If you need more than that, we have an additional feature you can add to increase that cap to 16. 

Live Streaming-specific additional features

In addition to the standard Live Streaming subscription, we offer several additional features to enhance the viewing experience that may include additional fees. If you’re on a plan with embed options and go over the data cap, you may also incur a data overage charge. To learn more about your subscription, see How Do I See My Subscription Details?

• Extra data. If you’re on the Enterprise Live Streaming plan (the highest tier), you can add data to your cap if needed for a monthly or yearly rate. Data can be added per terabyte. If you exceed your data cap each month, you may incur a data usage overage charge.

• Automated Subtitles. Resi can automatically transcribe your speech to text and add them to the lower third of the web player. It increases accessibility for your viewers and can lead to a wider audience. To learn more, see our Automated Subtitles FAQ.

• Additional software encoder licenses. If you need to run the software encoder through ProPresenter on more than one machine, you can purchase an additional software encoder license to do so. To learn more about Resi and ProPresenter, see our ProPresenter FAQ.

• Additional web event licenses. To broadcast more than one web video simultaneously, you’ll need to add an additional web event license.

How Can I Add Additional Features to My Plan?

If you need to add any of the additional features to your plan or have questions about billing, please contact your Customer Success Manager directly or our Success Team at success@resi.io. 

When Do You Send Invoices Out?

Invoices are sent out on the first of each month. If you are a new customer and have subscribed to a monthly plan, you may see a prorated amount plus a month’s amount on your first invoice. If you’re subscribed to an annual plan, the invoice will be sent on the first day of the month following your start date or renewal date.

If you purchase hardware, you will receive an invoice on the first of the month following the order date. 

If you contract with both Resi and Pushpay, you will receive a consolidated invoice for both services. 

How Does Annual Billing Work?

When you sign up for an annual contract, you will receive an invoice for the full year on the first of the month following your start date. Your service start date is when you accept your contract.

You can upgrade at any time if you need to move to a higher plan or add features. However, you cannot downgrade or cancel during the term. This includes any upgrades you may have made during the year.  

How Can I Make Payment?

When you begin service with Resi, we’ll send a secure link for you to input your ACH information. Your payment will automatically draft from that account by the 8th of each month. If you need to update your ACH information, please reach out to the billing team at billing@resi.io.

How Can I Request a Previous Invoice?

To request an invoice for a billing period that’s already occurred, please reach out to the billing team at billing@resi.io. Your next billing period’s invoice will be sent on the first of each month. 

Who Will Receive Invoices if We Have Separate Pushpay and Resi Billing Contacts?

If you contract with both Resi and Pushpay, invoices will be sent to the billing contact for your Pushpay subscription. If you contract with Resi and not Pushpay, the same person who previously received invoices from Resi will continue to receive them. To update your billing contact, please reach out to care@pushpay.com 

Pushpay customers can find more information about Pushpay billing here.