Your pass, extra sessions and team seats

This guide is for everyone. You do not need to know anything technical. Each task says what you see, what to do, and what to do if it goes wrong. The plans, lengths and prices are on the Plans page. This guide does not list them, because they change.

• Pass: the time you buy. While it runs, you can send as many requests as you like.
• Session: one agent working at the same time on your key. Your pass says how many sessions your key can run at once.
• Extra sessions: more parallel sessions, added to a pass until that pass ends.
• Top-up: more time added to a pass you already have.
• Team seats: places you buy for other people. Each person gets their own account and key.
• Private link: a secret web address a company sends you, which opens a plan that is not on the Plans page.

1. When does my time start?

What you see: every plan card has a line that says when its time starts.

What to do: read that line before you pay. There are two kinds.

• Starts at payment. Your time starts when you pay. If you already have a pass running, the new time starts the moment your current time ends. There is no gap and no overlap.
• Starts on your first request. Nothing starts when you pay. Your time starts with the first request your agent sends after your current time ends. The card also says "Use within": the number of days you have to use it.

If you do not use it within that time, it starts anyway on the last day of "Use within". Nothing is lost and nothing expires unused, but the clock then runs, whether you are working or not. If you want to choose the day, send a request on that day or earlier. We email you before the deadline.

If it goes wrong:

• My time started and I did not use it. If you did not send a request, check the date on the Dashboard under Waiting to start. It starts on the deadline. We cannot move it.
• I bought two and one is "Waiting to start". This is normal. The waiting one starts after the one that is running ends.

What you see: the Dashboard shows your running pass with the time left. Under Waiting to start you see each pass or top-up that has not started, with the words "starts on your first request after your current time ends, or on (date) at the latest".

What to do: nothing. When the running time ends, the next one starts by itself.

What you see: a plan card that says "Needs an active pass".

What to do: buy a pass first, then buy this plan while the pass is running. If you try without a pass, the page tells you what to buy first.

What you see: more sessions let more agents work at once on your key. You can add them in two places.

• On the buy page of a pass: "Add parallel sessions". Type how many. The page shows the price per extra session per day and the total for the whole pass.
• During a pass: on the Dashboard press Add sessions. You pay only for the days left in the pass. A part of a day counts as a whole day.

What to do:

1. Choose how many extra sessions.
2. Check the total on the page.
3. Press Pay and finish the payment.

Your Dashboard then shows your sessions, for example "2 + 1 extra", and the date they end.

Things to know:

• Extra sessions end when the pass they were bought for ends. They do not move to your next pass. Buy them again for the next pass.
• A key can run at most 64 sessions in all, counting the pass and the extras. The page does not let you go above this.
• If your pass has not started yet, the extra sessions start with it.

If it goes wrong:

• "Too many sessions". The total would go above 64. Choose fewer.
• The Add sessions button is not there. You need a running or waiting pass first.

What you see: some plans show "How many" with a box on the buy page.

What to do:

1. Type how many you want and check the total.
2. Press Pay.

The passes are for your account. If they start at payment, they run one after another. If they start on first use, they wait and start one after another.

What you see: a company may send you a web address that starts with /buy/p/. It opens a plan that is not on the Plans page.

What to do:

1. Open the link and sign in with the email the company told you to use.
2. Check the name, the start line and the price.
3. Press Pay.

If it goes wrong:

• "This link is not valid." The link may have been turned off or replaced. Ask the person who sent it for a new one.
• "This link has expired." Ask for a new one.
• "This link is not available for your email." Sign in with the email they gave us, or ask them to add yours.
• "This link has reached its limit." The number of purchases it allows is used up. Ask for a new one.

Do not share the link. Anyone who has it can open the page, within its limits.

What you see: when you buy a team plan, the buy page says "Seats: (number). You assign them to your team after payment." After you pay, the menu shows Team.

What to do:

1. Open Team. You see one row for each seat.
2. On a row, type the email of the person and press Assign. We send them an invite.
3. To send the invite again, press Resend. The earlier invite stops working.
4. To take an invite back before it is accepted, press Take back. The seat is free again and you can assign it to someone else.
5. The row shows who has accepted.

Things to know:

• Each person must accept by the claim-by date shown on the Team page. We email you before it. A seat that is not accepted by then lapses and cannot be used. Tell us quickly if you need help.
• Once a person has accepted, the seat is theirs. It cannot be moved to someone else.
• A person who already has a pass for another model bundle cannot accept. The row tells you why.
• You can add extra sessions to a seat. Press Add sessions on its row. You pay for them, and they end when that person's pass ends.
• You pay once, when you buy. The people on your team are not charged.
• If we refund your payment and the refund takes seats back, the people on those seats lose access at once. We tell you first.

If it goes wrong:

• The person did not get the invite. Check the email on the row. If it is wrong, Take back and Assign again. If it is right, press Resend and ask them to look in spam.
• The row says "Lapsed". The claim-by date passed. Contact support.

What you see: an email that says someone has given you a plan, with a button to accept and the date to accept by.

What to do:

1. Press the button in the email.
2. Sign in with the same email the invite was sent to. If you are new, create your account as on any first sign-in.
3. Press Accept.
4. Open Account or the Dashboard and create your own API key, as any customer does.

Your time starts when you accept, by the plan's start rule. Your key and your usage are your own. The person who bought the seat cannot see your requests.

If it goes wrong:

• "This invite is not for your email." Sign in with the email the invite was sent to. If that is not the email you use, ask the buyer to send a new invite to the right one.
• "This invite has expired or was replaced." Ask the buyer to resend it. Only the newest invite works.
• "You already have a pass for another bundle." You cannot take a team seat while you have one. Wait until it ends or ask the buyer.
• The claim-by date passed. Ask the buyer to contact support.