How to Resolve User Video Package Expiration Issues (FAQ Topic 12)
Updated: 2022-05-16 10:08:41
1. What should I do if my video package is about to expire?
POLYV has dedicated staff responsible for monitoring users' traffic usage and remaining package time, and will promptly remind customers to renew.
- Email notification: Three months before the customer's video package expires, POLYV staff will send an email notification to the email address registered by the user.
- QQ notification: One month before the customer's video package expires, POLYV staff will send a QQ notification via the QQ account left during registration.
- Phone notification: One week before the customer's video package expires, POLYV staff will make a phone call using the phone number provided during registration.
2. What happens if the video package expires while the user is in the process of renewing?
If this situation occurs, to ensure the normal use of the customer's videos, POLYV staff will provide a one-week early renewal period. After the customer completes the renewal, POLYV will formally finalize the renewal for the customer.
3. What should I do if my video package has expired but I haven't renewed in time?
To ensure the normal playback of the customer's videos and provide a buffer period for renewal, POLYV offers a 7-day renewal grace period for users who are in the process of renewing, thereby ensuring the normal playback of videos on the user's website. POLYV guarantees that during this 7-day renewal grace period, the customer's video package can be used normally.
4. If I renew during the grace period, how is the renewal time calculated?
POLYV staff recommend that customers renew seven days in advance. The renewal period is calculated based on the customer's actual expiration date, not from the time of payment.
