> For the complete documentation index, see [llms.txt](https://support.charlla.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://support.charlla.io/en/charllaintro/faq.md).

# FAQ

<details>

<summary>Q. Is the video upload limit cumulative or monthly?</summary>

The upload limit is cumulative.

</details>

<details>

<summary>Q. Can you show me some sites that use Charlla?</summary>

Here are some typical ways our customers use Charlla:

1. **Video banner**

XEXYMIX

<https://xexymix.com/>

2. **Landing page hero**

WHAMISA

<https://whamisashop.com/>

3. **Product thumbnails**

RIDAR

<https://ridar.cafe24.com/product/p\\_list.html?cate\\_no=57>

</details>

<details>

<summary>Q. What happens if a payment fails?</summary>

Here's what happens if a payment fails:<br>

1. For the first 3 days after the failed payment:

* Your videos keep playing as usual.
* A pop-up asks for your card details when you log in to the Charlla console. You can enter a new card during this period to complete the payment.

2. From day 4 to day 17 after the failed payment:

* Your videos stop playing.
* A pop-up asks for your card details when you log in to the Charlla console. You can enter a new card during this period to complete the payment.

3. From day 18 after the failed payment:

* Your account is closed and deleted.
* You can no longer use Charlla. To use it again, you'll need to sign up for a new account.

If you have other questions about payments, contact our support team.

</details>

<details>

<summary>Q. How much does Charlla cost?</summary>

Charlla's pricing depends on your needs and usage.<br>

See the pricing page on our website (<https://charlla.io/about/price>) for details, or contact our support team for a custom quote.

</details>

<details>

<summary>Q. Does Charlla make short-form videos?</summary>

Charlla doesn't produce short-form videos itself, but we **partner with several short-form video production companies** and can offer extra help if you need it.

We're committed to helping you deliver and manage your short-form videos efficiently. Contact our support team and we'll be happy to help!

</details>

<details>

<summary>Q. Can I use one Charlla account on several sites?</summary>

Yes! You can use one Charlla account on as many sites as you like.

For example, you can use the same video on different online stores or on your own website, all from the same account.

</details>

<details>

<summary>Q. Can videos autoplay with sound on by default?</summary>

Browsers such as Chrome and Safari often block autoplay with sound until the user interacts with the page. This policy prevents unexpected data use and unpleasant experiences.

Because of these browser policies, Charlla can't turn sound on automatically by default.

</details>

<details>

<summary>Q. What are player loads?</summary>

Player loads count how many times the video player loads (gets ready to play) when a web page loads.\
When a shopper visits a page in your online store, the video player loads. This counts as 1 load, even if the video doesn't play. Once the player has loaded, replaying the video doesn't add more loads.\
In other words, if the player loads once and the video loops 100 times, it still counts as 1 load.\
The more page views (PV) you have, the more player loads you're likely to have.

</details>

<details>

<summary>Q. Can I try Charlla for free?</summary>

Yes! Charlla offers a one-month free trial of the Standard plan.

Click [\[Get Started Free\]](https://charlla.io/account/check) on the Charlla website to get started!

</details>

<details>

<summary>Q. What if I use up all the Standard plan's loads during the free trial and go over?</summary>

During the free trial, you aren't charged for overage, even if you go over the Standard plan's loads.

Try it as much as you like before you decide!

</details>

<details>

<summary>Q. Why am I charged for overage?</summary>

If you go over the loads included in your Charlla plan, your videos keep playing, but you're charged for overage.\
The overage charge is based on the number of extra loads.\
When your loads go over 100% and overage charges start, we let you know by email and with an in-app notification.\
Overage charges are billed together with your plan on your **next month's** payment date.

</details>

<details>

<summary>Q. How is my Charlla plan billed?</summary>

To keep Charlla running without interruption, we ask for your payment details for automatic billing when you sign up. When your free trial ends, your subscription automatically continues on the Standard plan, and we charge the payment method you registered at sign-up.\
You can change your plan at any time before the free trial ends.

</details>

<details>

<summary>Q. I use Vimeo. Can I choose a plan based on my Vimeo usage?</summary>

Charlla's "player loads" are the same as "impressions" in Vimeo Analytics.

In Vimeo, go to "Analytics" and pick a date range to see your "impressions" for that period. If you replace all your current Vimeo videos with the Charlla player, you'll get a similar number of player loads over the same period.

</details>

<details>

<summary>Q. What can I do to avoid overage charges?</summary>

To avoid overage charges, you can stop the player from playing.

1. **Delete videos from your Charlla Library**\
   \[Select the checkbox in the Library] > \[Quick bar at the bottom of the screen] > \[Delete]\ <mark style="color:red;">**Note!**</mark> <mark style="color:red;">Deleted videos no longer add loads, but because</mark> <mark style="color:red;">**the Charlla player no longer appears on your product detail pages**</mark><mark style="color:red;">, you may see</mark> <mark style="color:red;">**unwanted blank space on the page**</mark><mark style="color:red;">. To remove the blank space too, see option 2.</mark><br>
2. **Delete the player URLs yourself**
   1. Delete Shop Player links\
      Delete the posts that contain the Shop Player link, or remove the link from those posts.
   2. Delete Displayer links\
      Delete the player URL (embed code) from the HTML product detail pages that use the Displayer.

</details>


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