What do the low hours and rollover emails mean?
Both emails are reminders, not bills. “Need more time?” tells you how much time is left in your cycle. “About your roll over hours” tells you how many rollover hours are about to expire and on which date. Nothing changes on your account when they are sent.
Need more time?
Sent when your remaining time drops below 3 hours on the 10-hour plan, 5 hours on the 40-hour plan or 10 hours on the 120-hour plan.
Sent at most once every 30 days, only to accounts older than 8 days with a payment method and a renewal date on file. Paused accounts don’t get it.
It lists your three options: upgrade now, keep checking in at your plan’s hourly rate, or wait for the renewal date it names, when you get your plan’s full hours again.
About your roll over hours
Sent once, when your oldest rollover batch is between 4 and 5 months old, still holds more than 10 hours, and you have more than 10 hours remaining in total.
The expiry date in the email is 6 months after that batch was created.
Your visits use the current cycle first, then the most recent rollover batch. To use up an old batch before it expires, you need to work through the newer hours in front of it.
If something looks wrong
Your live balance is the hours counter in the top menu on the website and Time remaining on the Account tab in the app. If the email and the counter disagree, message us from Help and a person on the team will look at it.