Subscription Update Spring '24 - FAQ

The changes are part of a complete overhaul of our systems to give you a better Veo experience. With them, we’re happy to introduce self-service features where you can manage your subscriptions and add-ons. Once you update your payment information, you will be able to:

• Have a good overview of your available recording hours.
• Update your payment information and/or method.
• View your invoice history.
• Buy add-ons.
• Buy Veo Cams and accessories from your Veo account.
• ...and in the close future -upgrade your subscription

Additionally, we are changing the way your subscriptions are managed. Previously, all subscriptions and subscription add-ons in your Clubhouse were separate; now, we are merging all your subscriptions into one subscription package. This means you won't have to worry about managing different subscriptions or keeping track of separate payments.

To access the new ‘Plan and billing’ page and get access to the overview self-service, we ask you to enter or update your payment information. Go to app.veo.co and follow the indications in the Yellow pop-up. This will allow us to move you to the new system, giving you access to all the benefits. It's important to note that only Clubhouse admins have the option to see and access the Plan and billing page. Existing customers will be transitioned to the new systems in groups. If the Plan and Billing page is not visible to you, it's likely that your migration has not happened just yet.

We require your credit card information to ensure accuracy and avoid potential errors. Additionally, we need to reauthorize your subscription, which may incur a nominal fee of up to 1 EUR. However, you will only be charged for your plans upon your renewal date.

You might see a transaction in your account for up to 1 EUR to authorize the system's transition. Apart from this, you shouldn’t see any extra fee related to these changes; if you do, please contact Support for further assistance.

All our subscriptions renew automatically unless you cancel your subscription. If you wish to cancel, get in touch with our Support team.

A subscription can’t be paused; contact Veo’s support team for further assistance if you wish to cancel your subscription.

No, there can only be one subscription tier within a Clubhouse. If you need different subscription tiers for different Veo Cams, you must create separate Clubhouses. Learn how to do it here How to create a New Clubhouse.

If you want to have Veo Cams with different subscription tiers, you must create new Clubhouses.
After creating the Clubhouse and purchasing the subscription tier you need for the new Clubhouse, please contact Support for further assistance.

Yes, all the Veo Cams under a single Clubhouse must be under the same subscription package. If you need different subscriptions for different Veo Cams, you must create separate Clubhouses. Learn how to do it here How to create a New Clubhouse.

If you have multiple Veo subscriptions and your payment dates diverge, we’ll align the due dates so the entire club has one payment date. The payment date will be based on the earliest upcomming payment date within your clubhouse. In practice, we will apply a credit note to your account that will cover the remaining balance of the subscription, which has a later payment date, and this credit note will apply as a discount on your next billing.

If you wish to pay for your subscriptions separately on different dates, you must create separate Clubhouses. Learn how to do it here How to create a New Clubhouse

No, there can only be one payment method and one payment admin per Clubhouse. If you want to use different payment methods and have different payment admins, you must create separate Clubhouses.

If you have multiple Veo subscriptions with diverging lengths (e.g., six and 12 months subscriptions), we’ll align so the entire club has the same subscription length. In practice, we’re adjusting to the subscription(s) with the longest run-time. This way, you’ll get the greatest value from your Veo subscription.

You can create up to 80 Clubhouses.

Once you have access to the Plan and Billing page, under Plan and Usage, you will see three different bars, one for teams, one for users, and one for Recording hours. These bars allow you to see how much you have used and how much you have left. The number of available teams, users, and recording hours varies depending on your subscription tier, you can learn more here.