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Account FAQ

Account management

How can I switch from social login to a username and password?

If you originally signed up using social login but would like to switch to a username and password, create a new account with the desired login method. Then contact our support team with the information of both accounts, including the email addresses used, and which account you want to keep. We can merge login identities, thus attach new login method to the account you originally had.

I can’t add a team member to my account. What should I do?

First you need to have a Team or Pro subscription. If this is the case, a team member you want to invite has two accounts under the same email address. Please contact our support team with the email address in question. We’ll merge those duplicate accounts so you can successfully add new team member.

Billing & subscription

What can I do if I’m running out of minutes?

If you’re about to run out of minutes, you have a few options:

  1. Restart your plan: Cancel your current subscription and re-subscribe to the same plan to start fresh with a new minute balance.
  2. Upgrade to Unlimited: Cancel your current subscription and subscribe to the Unlimited plan for unlimited minutes.
  3. Upgrade to a higher plan: Upgrading to a higher-tier plan will provide you with more minutes.
  4. Contact support: If neither option works for you, reach out to our support team for further assistance.

You can check our pricing tiers here.

My subscription payment is past due. How do I fix this?

If you see a “subscription payment past due” error, there might be some unpaid invoices on your account. This usually happens when your credit card couldn’t be charged. To resolve this:

  1. Go to Subscription page .
  2. Update your payment - this will automatically retry the payment.
  3. If the issue persists, contact our support team for help.

After three unsuccessful payment attempts, your subscription will be automatically canceled. Rendering works only for five more days in the past due state, after that rendering is not allowed (same goes for project updates).

Can I extend my trial period?

Yes. If you need more time to evaluate Plainly, simply contact our support team to request a trial extension, and we will see if we can accommodate your request.

Are there any discounts for education, students, or non-profits?

Yes, we offer 15% discounts for verified educational institutions, students, and non-profits. Please contact our support team with proof of your status to apply for the discount.

Verification & email issues

I’m unable to verify my email. What should I do?

Sometimes verification emails take a little time to arrive. If you’ve already clicked on the verification link but it’s not working, wait a few minutes and try again. Make sure to check your spam or junk folder as well. If the issue persists, contact our support team for help.

Limits

What does the storage limit include?

Your storage limit applies to uploaded projects only. Videos and thumbnails do not count toward this limit. Check the details about storage information here.

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