Session Extensions

Playback provides a seamless session extension experience to allow Organizers and participants to avoid interruption when a Single one-time session or subscription runs beyond its available purchased time.

Single One-Time Sessions

There are two ways that a single session can be extended to remain active:

• Automatic Extension
• On-Demand Extension

Both extension types allow the session to continue by adding and charging the payment method associated with the account for an extra hour to the session already in progress.

For example:
 

Automatic Extension

When scheduling a single one-time session, an “Allow automatic extension” toggle is displayed below the session name in the “Edit Session Details 1 of 2: Schedule” window. The toggle defaults to OFF. If toggled ON, two minutes before the session reaches its duration limit, an additional hour of time will be added to the session and  charged to the payment method on file to extend the session. The session can be extended multiple times if the toggle is on. 

15 minutes before the initial session is scheduled to end, a courtesy message appears (example):

​​'Your session will auto-extend in 14m47s. If the session ends before 6:33pm, no extension will be charged.'

2 minutes before the scheduled end time, the charge is attempted for the extension. Upon successful payment processing, the extension is granted, and the following message appears:

‘You were charged $x for the next duration of X minutes. Enjoy your session!'

If the payment cannot be processed with the payment method on file, a notification appears proposing to update the payment method, retry or close the session (canceling the extension):

‘Failed to charge $x for the next duration of minutes. Session will be terminated in x:xx minutes.' (Update card, retry or close)

Clicking “Update Card” redirects to the payment portal enabling an update of the payment information. Once the payment method is updated, the extension can be attempted once again by  clicking “Retry” in the Playback app. 

On-Demand Extension

If “Automatic Session Extension” is not toggled ON, the following warning and options will be presented to the Organizer 15 minutes before the session is set to reach its time limit:

‘You've almost reached your session time limit. This session will end in 14:49 minutes.' [Extend or Close]. 

This message will remain present until an option is chosen. Selecting “Extend” authorizes the purchase of an additional hour using the payment method on file. Selecting “Close” declines the extension; the stream ends upon reaching the time limit. Streaming stops but the session and video-conferencing remain active for an additional 15 minutes beyond the time limit. 

Upon successful payment processing, the extension is granted, and the following message appears:

‘You were charged $x for the next duration of minutes. Enjoy your session!'

If the payment cannot be processed with the payment method on file, a notification appears proposing to update the payment method, retry or close the session (canceling the extension):

‘Failed to charge $x for the next duration of minutes. Session will be terminated in x:xx minutes.' (Update card, retry or close)

Clicking “Update Card” redirects to the payment portal enabling an update of the payment information. Once the payment method is updated, the extension can be attempted once again by  clicking “Retry” in the Playback app. 

Subscription Extensions

There is only one way to “extend” a session created from a subscription, which is by performing an upgrade. If a session is active and there are 15 minutes remaining in the subscription, a countdown appears, along with a message:

‘You've almost reached your monthly subscription time limit. This session will end in 14:59 minutes.' [Go To Store / Refresh / Close]

The message will remain present until a selection has been made. “Go To Store” redirects to the Remoto Store to upgrade the subscription. Once an upgrade has been purchased, click on “Refresh” to refresh the message so the stream can continue.  If “close” is selected, or nothing is selected by the time the timer runs out, streaming stops but the session and video-conferencing remain active for an additional 15 minutes beyond the time limit.