Billing & Subscription FAQ

Payment Issues

How do I pay for a pending subscription?

Navigate to ?page=billing and click "Pay now" on your subscription card.

What if my payment fails?

Check your payment method details, ensure you have sufficient funds, and verify your payment provider account is active. Try the payment again.

Why is my subscription still pending after payment?

Wait a few minutes for the payment to process. Check your email for payment confirmation. If the issue persists, contact support.

Plan Changes

What does "Already in the new plan" mean on the billing page?

This message appears when an add-on is already included in the plan you're upgrading to. The add-on is disabled and marked as "Already in the new plan" to prevent you from purchasing something you'll already have after the upgrade. This is expected behavior during mid-cycle upgrades.

The system prioritizes showing "Already in plan" (for your current plan) before "Already in the new plan" (for the pending plan). If an add-on is covered by both, you'll see "Already in plan".

Can I upgrade my plan immediately?

Yes, upgrades take effect immediately with prorated billing. You'll only be charged the difference for the remaining time in your billing period.

How is proration calculated for plan upgrades?

When you upgrade mid-cycle (during an active billing period), the system calculates:

• Days left in your current billing period
• Days in the full period (28-31 for monthly, 365 for yearly)
• Prorated refund for your old plan: (old price ÷ days in period) × days left
• Prorated cost for new plan: (new price ÷ days in period) × days left
• Amount to pay: prorated new cost - prorated refund

Your invoice will show a proration line item with a note explaining this is a partial payment for the remaining period. Your next billing cycle will charge the full new plan price.

What happens if I have credit from add-on removals?

If you remove add-ons during an upgrade, you may receive credit that can be applied to the upgrade cost. Credit is stored in the centralized billing_credit table. If the credit covers the entire upgrade amount:

• Your subscription activates immediately without payment (only when there are no pending add-on payments)
• A $0.00 invoice is created for accounting purposes
• Any remaining credit is stored and applied to future billing cycles until exhausted
• The modal will show "Pay now: $0.00" followed by reduced payments for subsequent cycles until credit is fully used

Credit calculation timing:

• Same-day upgrades: Full add-on price credited
• Mid-cycle upgrades: Prorated add-on price credited

This credit is calculated based on when the upgrade occurs and is stored for application to current or future payments.

When do downgrades take effect?

Downgrades are scheduled for the end of your current billing period. You retain access to your current plan features until then. No immediate credits or charges are applied.

Auto-renew requirement: Scheduled downgrades require auto-renew to be enabled to take effect at the next billing date. If auto-renew is currently disabled when you schedule a downgrade, it will be automatically re-enabled. The modal will inform you of this change.

Can I cancel a scheduled downgrade?

Yes. Navigate to ?page=billing and click "Cancel change" in the "Scheduled subscription change" card.

What happens if I change my mind about a pending plan change?

If you have a pending plan change (upgrade or downgrade) and select a different plan before it's completed, the system will detect this as a "change of mind" scenario. You'll see a confirmation modal explaining the change. For example:

• If you have a scheduled downgrade and upgrade to a higher plan, the scheduled downgrade is cancelled and the upgrade takes effect immediately (with prorated billing).
• Any scheduled addon reductions linked to the old plan change are preserved when you change from a downgrade to an upgrade.

Why didn't my upgrade switch immediately even though the amount due is $0.00?

If any add-on payments are still pending, the plan stays in pending state until those add-on payments are completed. This prevents premature plan activation.

Do scheduled downgrades create immediate credit?

No. Scheduled downgrades do not create immediate prorated credit. The current plan and add-ons remain active until the effective date.

When is credit from add-on removals available?

Credit availability depends on the type of plan change:

• Upgrades: Credit from add-on removals is available immediately and can be applied to the upgrade cost. If credit covers the entire upgrade amount, your subscription activates immediately without payment.

• Downgrades: Credit from add-on removals is NOT available immediately. Since downgrades are scheduled for the end of your current billing period, the credit becomes available only in the next billing cycle (the iteration after the downgrade takes effect). This is because the add-on removals are processed at the same time as the scheduled downgrade.

This timing ensures that you maintain full access to your current plan and add-ons until the scheduled change date, and credit is applied to future invoices rather than creating immediate refunds.

Account & Access

What happens when I cancel my subscription?

You retain access to all features until the end of your paid billing period. No automatic renewal will occur.

Can I reactivate a cancelled subscription?

You can subscribe to a plan again at any time, but you'll need to go through the normal subscription process.

Why don't I see all available plans?

Some plans are hidden from user selection. These include:

• The default Free plan (automatically assigned on registration)
• Internal or administrative plans
• Trial plans that are managed by administrators

Only plans marked as visible to users will appear in the available plans list. If you believe you should have access to a specific plan, contact your administrator.

What is the default plan?

The default plan is automatically assigned to new users when they register and to existing users without a subscription when they log in. This ensures every user has a basic plan with limited capabilities. The default plan is typically a Free plan with restricted features.

Why don't I see the "Schedule call" button?

The "Schedule call" button in the header menu and contact actions is only visible when your plan includes the can_host feature. If you don't see this button:

1. Check your current plan features in the "My subscription" tab
2. Consider upgrading to a plan that includes call hosting
3. Contact your administrator if you believe you should have access

Why can't I book an expert?

Booking requires the can_book feature in your plan. If you cannot access booking features:

1. Check your current plan features in the "My subscription" tab
2. Consider upgrading to a plan that includes booking
3. Contact your administrator if you believe you should have access

What is a superuser?

Superusers are platform administrators who have unrestricted access to all features regardless of their plan. Superusers automatically bypass all plan feature and limit checks. This includes:

• Ability to schedule calls without the can_host feature
• Ability to book experts without the can_book feature
• Ability to create unlimited tenants without max_tenants limits
• Access to all other features without plan restrictions

Superuser status is assigned by platform administrators and is not tied to any billing plan.

How are plan features displayed?

Plan features are displayed in the subscription card:

• Boolean features (e.g., can_host, can_book) show as "Yes" or "No"
• Additive features (e.g., additional_tenants) show the base plan value plus any add-on contributions (e.g., "5 + 10 = 15")
• Max replacement features (e.g., upgraded recording limits) show the final total after replacement (e.g., "100")

The feature display calculates combined values from your base plan and active add-ons.

Why can't I change the theme?

Theme changes require the can change theme permission, which is controlled by your plan or assigned by administrators. If you don't see theme options or receive a permission error:

1. Check your current plan features in the "My subscription" tab
2. Contact your administrator if you believe you should have theme access

Why don't I see the referral program?

The referral program is only available if your plan includes the referral_enabled feature. If you don't see referral options:

1. Check your current plan features in the "My subscription" tab
2. Consider upgrading to a plan that includes referral features
3. Contact your administrator if you believe you should have access

Why don't I see the reseller program?

The reseller program is only available if your plan includes the resell_enabled feature. If you don't see reseller options:

1. Check your current plan features in the "My subscription" tab
2. Consider upgrading to a plan that includes reseller features
3. Contact your administrator if you believe you should have access

Payment Methods

Which payment methods are supported?

TotalMeet supports PayPal and Stripe for both one-time payments and recurring subscriptions.

What's the difference between one-time and recurring payments?

One-time payments require manual payment for each billing period. Your subscription will expire at the end of the billing period unless you renew manually. This option is useful if you prefer not to have automatic charges or only need the service for a limited time.

Recurring subscriptions automatically charge your payment method at each billing cycle. Your subscription renews automatically unless you cancel auto-renew. This is recommended for uninterrupted service.

Mid-cycle plan changes:

• Upgrades: When you upgrade your plan during an active billing period, the payment is typically processed as a one-time payment for the prorated difference. Your existing recurring subscription continues with the new plan price from the next billing cycle.
• One-time to recurring transition: If you have a one-time subscription and select "recurring" during a plan change, a new recurring subscription will be created (Stripe only).
• Downgrades: When you downgrade your plan during an active billing period, the change is scheduled for the end of your current billing period. No immediate payment or credit is applied. Your plan changes automatically at the next billing date.
• PayPal recurring mid-cycle changes: When you have a PayPal recurring subscription and want to upgrade mid-cycle, you'll see a choice between:
• Schedule for next billing cycle (default): The upgrade takes effect at your next billing date with no immediate payment. Requires approval to recreate your PayPal subscription via REST API.
• Pay once now: Pay the prorated difference immediately as a one-time payment. Your recurring subscription continues with the new plan price from the next cycle.

How do I change my payment method?

Navigate to the payment page when making a payment and select your preferred payment provider. For existing subscriptions, contact support to update your payment method.

Can I cancel auto-renew?

Yes. If you have a recurring subscription and want to disable automatic renewal while keeping your subscription active until the end of the current period:

1. Navigate to ?page=billing
2. Click the "Cancel auto-renew" button on your subscription card
3. Confirm the cancellation in the modal
4. Your subscription will expire at the end of the current billing period

This is different from cancelling your subscription entirely. Cancel auto-renew keeps your subscription active until the paid period ends, but prevents automatic renewal. You can re-enable auto-renew or subscribe to a new plan at any time.

What happens to scheduled downgrades when I cancel auto-renew? When you cancel auto-renew, any scheduled downgrades are also automatically cancelled. This is because scheduled downgrades require auto-renew to be enabled to take effect at the next billing date.

What happens when my one-time payment expires?

When your one-time payment subscription expires at the end of the billing period:

1. Your subscription status changes to "expired"
2. You keep full access for the configured grace period (default 7 days)
3. After grace ends, you lose access to plan features and add-ons
4. If you had an expert profile, it is archived when grace ends
5. You can subscribe to a new plan at any time to regain access
6. Your data remains intact but is inaccessible until you subscribe again

To avoid service interruption, consider using a recurring subscription or renewing before the expiry date.

Will I be notified before I lose access?

Yes. The billing system sends a complete set of lifecycle notifications:

• Renewal reminder — a few days before an auto-renewing subscription renews.
• Expiry reminder — a few days before a one-time or cancelled subscription ends.
• Add-on expiry reminder — a few days before a one-time add-on ends.
• Renewal failed — when a renewal payment could not be processed.
• Grace started — when a subscription or add-on enters the grace period.
• Grace reminder — a few days before grace ends.
• Grace ended — when grace ends and access is removed.
• Service restored — when a lapsed subscription is reactivated.
• Add-on activated — when a new add-on becomes active.

All notifications are sent to your bell and email and are deduplicated, so you will not receive the same reminder twice for the same event.

Invoices

How do I view my invoices?

Navigate to ?page=billing&tab=invoices to view your complete invoice history. Invoices are displayed 10 per page with pagination controls to navigate through your full history.

Can I download my invoices?

Yes. Click the download button next to any invoice in the Invoices tab to download the PDF.

What information is shown on invoices?

Invoices now display detailed line items:

• Plan base: Your base subscription plan cost
• Add-ons: Individual add-on items with quantities and per-unit pricing
• Subtotal: Sum of all line items before discounts
• Total: Final amount after any discounts or credits

Invoices also capture snapshot fields for audit integrity:

• Account holder name and email at invoice generation time
• Billing period start and end dates

This ensures invoices remain accurate even if your account details change later.

How are add-on quantities calculated in invoices?

Add-on line items show:

• Quantity: Number of units purchased (e.g., 5 for 5 additional members)
• Unit price: Price per unit
• Line total: Quantity × Unit price

Multiple add-ons of the same type are summed into a single line item with the total quantity.

Workspace Add-ons

How do I manage workspace add-ons?

Workspace add-ons are displayed in the "Your subscription" card under the "Workspace add-ons" section, grouped by workspace. You can manage them directly from each add-on line using actions like Manage, Cancel at period end, Undo reduction/removal, and Cancel pending.

What if I don't see any workspace add-ons?

Ensure you have workspaces created. If you have workspaces but no add-ons are available, contact your administrator to set up workspace add-ons.

Add-ons

What are add-ons?

Add-ons are additional features you can purchase to enhance your subscription, such as extra storage, additional member seats, or recording hours. Add-ons can be personal (for your account) or workspace-scoped (for specific workspaces).

How do I purchase an add-on?

Navigate to ?page=billing, scroll to the "Available add-ons" section, find the add-on you want, click "Add to subscription", confirm in the modal, and complete the payment process.

Can I purchase add-ons without a subscription?

No. You must have an active subscription to purchase add-ons.

Where can I see my subscribed add-ons?

Your subscribed add-ons are displayed on the subscription card in the "My subscription" section, grouped into:

• Personal add-ons (account-wide)
• Workspace add-ons (workspace-specific)

Each line shows quantity, pricing, and pending/scheduled state.

How do I remove an add-on?

Navigate to ?page=billing, find the add-on line in the subscription card, then:

• Use Cancel at period end (or Manage for multi-quantity add-ons)
• Use Undo removal or Undo reduction if a schedule already exists
• Use Cancel pending for pending add-ons

When does an add-on removal take effect?

Add-on removals take effect at the end of your current billing period. You retain access to the add-on features until then.

Can I add multiple quantities of the same add-on?

Yes, if the add-on supports multiple quantities (e.g., "10 members" add-on), you can add it multiple times to increase the limit.

How is proration calculated for add-on purchases?

When you add an add-on mid-cycle (during an active billing period), the system calculates:

• Days left in your current billing period
• Days in the full period (28-31 for monthly, 365 for yearly)
• Prorated amount: (add-on price ÷ days in period) × days left

You pay the prorated amount instead of the full price. Your invoice will show the add-on as "prorated" with a note explaining this is a partial payment for the remaining period. Your next billing cycle will charge the full add-on price.

What are the different add-on types?

Add-ons support different types that affect how they combine with your plan limits:

• Additive – Quantity adds to the base plan limit (e.g., additional_tenants adds to max_tenants). Displayed as "base + addon = total" (e.g., "5 + 10 = 15").
• Boolean – On/off feature with no quantity (e.g., custom_branding). Displayed as "Yes" or "No".
• Max replacement – Replaces the base plan limit entirely (e.g., upgrade from 10 to 100 recordings). Displayed as the final total only (e.g., "100").

The add-on type is configured by administrators and affects how limits are calculated and displayed in your subscription card.

Billing Notifications

How does the billing notification dot work?

The billing page shows a red dot indicator when there's an action requiring your attention (payment). The dot appears on the "My subscription" tab and in the account menu when:

• Your subscription status is "Pending payment"
• You have add-ons with "Pending payment" status

The dot does NOT appear for:

• Scheduled downgrades (these happen automatically at the next billing date)
• Scheduled add-on removals (these happen automatically at the next billing date)

This ensures the notification only appears when you need to take action, not for automatic scheduled changes.

What is the auto-pay prompt card?

After you complete a payment or subscription change that clears your provider subscription (e.g., adding an add-on, upgrading your plan, or switching payment providers), you'll see a prompt card above your subscription details. This card encourages you to enable automatic payments to avoid missing future renewals.

The prompt card displays:

• Title: "Payment received - subscription updated"
• Description: "Your payment was received and your new features are now active. Enable automatic payments to avoid missing future renewals."
• "Enable automatic payments" button
• "Dismiss" button

How do I dismiss the auto-pay prompt?

Click the "Dismiss" button on the prompt card. The prompt will be hidden for this session. If you make another subscription change later, the prompt will reappear to give you another opportunity to enable automatic payments.

What happens if I cancel at PayPal/Stripe after clicking "Enable automatic payments"?

If you cancel the payment provider's approval page, the auto-pay prompt will reappear on the billing page. This allows you to try again or choose to pay manually instead. No charges are made if you cancel before approving at the provider.

Will I be charged again when re-enabling automatic payments?

No. When you re-enable automatic payments after a subscription change (like adding an add-on), the system only sets up the recurring subscription for future billing cycles. No duplicate invoice or payment is created for the current period. You'll only be charged the full subscription amount (plan + add-ons) starting from your next billing date.

What happens if I manually disable automatic payments?

If you click "Cancel auto-renew" or otherwise disable automatic payments, the auto-pay prompt card is intentionally hidden. It will not appear again until you make a new payment that changes your subscription (such as adding an add-on or upgrading your plan). This prevents the prompt from being shown immediately after you have just chosen to disable it.

Can I switch payment providers (PayPal to Stripe or vice versa)?

Yes, you can switch payment providers during a mid-cycle change. When you upgrade your plan or add add-ons, you can choose to pay with a different provider than your current one. The system will:

1. Cancel your existing provider's auto-pay subscription
2. Process the one-time payment for the prorated amount with the new provider
3. After payment, prompt you to set up auto-pay with the new provider

This allows you to switch from PayPal to Stripe or vice versa without losing your subscription data.

Provider Billing — Frequently Asked Questions

Where is my invoice? In provider billing mode the merchant of record issues receipts and invoices and emails them to you. The subscription card links to the provider's billing portal where you can download them. The site's invoice list mirrors the records for reference.

I paid but my plan hasn't activated. Provider confirmations arrive via webhook, normally within seconds. Refresh the billing page after a minute. The hourly reconciliation job also repairs missed confirmations automatically — if it's been over an hour, contact support.

Why was I charged immediately when I downgraded? Provider billing applies plan changes immediately with proration: upgrades charge the difference now, downgrades credit or refund the unused remainder. This differs from older in-house billing where downgrades waited for period end.

My plan includes a feature my add-on also provides — why am I still paying for the add-on? Add-ons are independent purchases — the site warns you on the subscription card when an add-on is already covered by your plan, but doesn't cancel it automatically. Cancel the add-on to stop the charge; the provider confirms the cancellation immediately.

Can I pause my subscription? Yes — active provider subscriptions can be paused from the subscription card. Billing stops while paused; access is suspended until you resume.

My card expired / a payment failed. The provider retries failed renewals while the subscription is in its grace period — you keep access in the meantime. Update your payment method in the provider billing portal.

I was refunded / my payment was disputed — why can't I access the site? Refunded or disputed payments suspend the subscription until a successful re-payment. You'll get a notification when this happens and when access is restored.

Do my account credits still work? Yes. Available credits are applied as a discount at provider checkout and only consumed when payment completes.

What happens to my referral rewards / reseller records? Unchanged — referrals, credits, expert consultations and reseller records are tracked by the site and are unaffected by which provider collects payments.

Why did checkout take me to another company's page? That's the merchant of record — they process payment, collect tax, and issue your receipt. It's expected and secure; you're returned to the site after paying.

Booking FAQ

Guest Bookings

How do guest bookings work?

Guests can book appointments with experts without creating an account. They select a time slot, provide their name and email, and confirm the booking. The system creates an external contact for the guest and sends booking confirmation details via email.

How do guests access their booking details?

Guests receive a booking confirmation link that includes an access token. This token allows them to view their booking details without logging in. The link format is: ?page=booking&id={booking_id}&token={token}.

Can guests modify or cancel their bookings?

Guests can view their booking details but cannot modify or cancel bookings directly. For changes, guests should contact the expert or the platform administrator.

How long are guest access tokens valid?

Guest access tokens are tied to the booking and remain valid as long as the booking exists. The token is validated each time the guest accesses the booking details page.

Authenticated Bookings

How do authenticated bookings work?

Authenticated users book appointments by selecting a time slot and confirming. The system automatically links the user to the expert's contacts (if not already linked) and sends booking confirmation notifications to both parties.

What happens if I'm already linked to the expert?

If you already have a contact relationship with the expert, the booking uses the existing contact link. No duplicate contact is created.

Booking Limits

What is the maximum meeting duration?

The maximum meeting duration for a booking is determined by the expert's (host's) plan max_meeting_duration feature, not the viewer's plan. If a slot is longer than the expert's plan allows, the system automatically truncates the booking duration to the expert's plan limit. You will see a warning message during confirmation showing the original slot duration and the adjusted duration. The expert's remaining availability will be preserved as a new slot.

Can I book if my plan doesn't include the booking feature?

No. Booking requires the can_book feature in your plan. If you don't have this feature, the booking interface will not be available. Contact your administrator to upgrade your plan.

Time Slots

What happens if a slot is already taken?

The slot picker only shows available slots. If a slot becomes unavailable between selection and confirmation (due to another user booking it), the system will display an error and return you to the slot picker to select a different time.

How are time slots displayed?

Time slots are displayed in your local timezone. The system automatically converts slot times to your preferred timezone for display.

Booking Status

What booking statuses exist?

Bookings can have the following statuses:

• Confirmed – The booking is confirmed and scheduled
• Cancelled – The booking has been cancelled by the expert or the system

How do I cancel a booking?

If you are the booker (the person who made the booking), you can cancel your own booking from the booking details page. Click the "Cancel booking" button, provide a reason for cancellation, and confirm. The expert will be notified immediately. Bookings can only be cancelled before the start time is reached.

If you are not the booker, contact the expert to request cancellation. Experts can cancel bookings from their booking management interface.

Notifications

What notifications are sent?

When a booking is created:

• The expert receives a notification with booking details
• The guest or authenticated user receives a confirmation with booking details
• Both parties receive reminders before the scheduled time

Notifications are sent via bell notifications (in-app) and email (if enabled).

Calls FAQ

Call Scheduling

What is the maximum meeting duration?

The maximum meeting duration is determined by your plan's max_meeting_duration feature. If you try to schedule a call longer than your plan allows, you will see an error message. Contact your administrator or upgrade your plan to increase this limit.

Can I schedule calls if my plan doesn't include the call hosting feature?

No. Scheduling calls requires the can_host feature in your plan. If you don't have this feature, the "Schedule call" button will not be visible in the header menu or contact actions. Contact your administrator to upgrade your plan.

Call Time Display

Why do call times appear in my local timezone?

Call times are automatically converted to your local timezone for display. The system uses your user profile timezone setting to show times in a format that's convenient for you.

Why is a future call showing as "past"?

If you notice a future call incorrectly classified as "past", this may be a timezone configuration issue. Ensure your user profile timezone is set correctly. The system compares call times to the current time using epoch timestamps to avoid timezone offset errors.

Call Join Window

When can I join a call?

You can join a call during the join window, which starts a configurable number of minutes before the call start time and ends a configurable number of minutes after the call end time. The default grace period is 10 minutes before and after the call.

Why is the "Join" button disabled?

The "Join" button is disabled when:

• The call hasn't started yet and you're outside the pre-start grace period
• The call has ended and you're outside the post-end grace period
• You don't have permission to join the call

Call Editing

When can I edit a call?

You can edit a call as long as it hasn't started yet. Once a call begins, editing is disabled to prevent disruptions during active meetings.

Why is the "Edit" button disabled?

The "Edit" button is disabled when:

• The call has already started
• You don't have permission to edit the call (you're not the host or an administrator)

Call Invitations

How do I invite people to a call?

When creating a call, you can invite participants by:

• Selecting from your existing contacts
• Adding platform users by their username or email
• Manually entering email addresses for non-platform users

What happens when I invite someone?

The system sends an invitation notification to each invitee. Invitees can accept, tentatively accept, or decline the invitation. Their response is reflected in the call's invitee list.

Can I invite people after creating a call?

Yes. You can add additional invitees to an existing call through the call edit interface or by accessing the call details page.

RSVP

What do the RSVP statuses mean?

• Accepted – The invitee has confirmed they will attend
• Tentative – The invitee may attend but hasn't confirmed
• Declined – The invitee will not attend
• Unconfirmed – The invitee hasn't responded yet

Can I change my RSVP?

Yes, you can change your RSVP status as long as the call hasn't started. Once a call begins, RSVP actions are disabled and the status becomes read-only.

Deactivated Users

What happens when a call participant deactivates their account?

When a call host or invitee deactivates their account, a "Deactivated" badge appears next to their name in the call list (avatar tooltip and invitee stack), call modal (host card and invitee status rows), and call invitations view. The badge is rendered using the shared app_render_deactivated_badge() helper. Historical call records remain visible — only the badge is added to indicate the user's deactivated status.

Can I schedule a call with a deactivated user?

No. The "Schedule call" button on the contact detail page is hidden when the linked platform user is deactivated. You can still view past calls that include the deactivated user.

Jitsi Meetings FAQ

Joining a meeting

How do I join a Jitsi meeting?

Click Join on a call card or calendar event, or open a shared short link such as ?room=<call_name> while logged in.

Do I need a Jitsi account?

No. TotalMeet provides the authentication token automatically. You only need to be logged in to TotalMeet.

Why is there a prejoin screen?

The prejoin screen lets you choose your camera and microphone before entering the room. You can also verify your display name there.

Can I join a meeting early?

Yes, for scheduled calls you may be allowed to join before the start time if the call or booking plugin has configured an early-entry grace period. The token is valid from that early-entry time until the end of the scheduled window.

Room and naming

Why is the internal room name different from my call name?

TotalMeet builds a deterministic, tenant-scoped room name from the call name you see in the URL. For example, a call named team-sync for tenant acme becomes acme_team-sync. This prevents room collisions between different tenants and is handled automatically.

What happens if I open the room link without a room name?

A random, unique room name is generated. This is useful for quick, ad-hoc calls.

Limits and duration

Why do I see "Participant limit exceeded"?

Your workspace plan has a max_participants_per_call limit. The check counts the call owner plus all active or pending invitees. If the total already reaches the limit, no new participants can join.

Why did the meeting end automatically?

Your plan may have a max_meeting_duration limit. A warning banner appears for all participants at around 80% of the allowed time. At 100%, the host (moderator) ends the meeting for everyone; if the host is absent, any remaining participant triggers a server-side termination as a backstop.

Can the host extend the meeting?

Yes, if the plan allows it. When the warning banner appears, the host sees an Extend the call? option (also available as a toolbar button) that adds a fixed number of extra minutes, up to the plan's prolong limit per meeting. The extension is processed server-side first; on self-hosted deployments the server-side timer is also reset. All participants see a confirmation and their timers update. If the prolong limit has been reached or the plan does not allow it, only a plain warning with an OK button is shown.

What if my plan has no duration limit?

If the limit is not configured, the meeting stays active until the scheduled end time (plus any grace period) or until the last participant leaves for immediate calls.

Authentication and tokens

Does my access token expire?

For scheduled calls, the token is valid from the earliest allowed entry time (start minus pre-call grace) through the scheduled end plus any configured post-call grace. It cannot be used before the join window opens.

For immediate calls without an end time, the token is valid for the configured ad-hoc limit (24 hours by default). This is long enough for any normal session while limiting the risk if a token is leaked. The room itself stays active until the last participant leaves.

Will the page refresh while I am in a meeting?

No. The meeting page does not force a refresh. You only reload manually if you experience a network or Jitsi error.

Troubleshooting

The room does not load. What should I do?

Ensure you are logged in, reload the page, and check that your browser allows camera and microphone permissions. If the issue persists, verify the call link is correct.

My camera or microphone does not work.

Use the Jitsi prejoin page to select the correct devices. If the device still does not appear, check your browser permissions and close other apps that might be using the camera.

Why do other participants see a different display name for me?

Your display name is taken from your TotalMeet profile. You can change it on the prejoin screen before entering the room.

Meeting summaries

How do I view my meeting history?

Open the settings gear menu and select Meeting summaries, or go directly to ?page=summary. This page shows all meetings you have participated in.

Can I filter my meeting history?

Yes. Use the filter form at the top of the meeting summaries page to filter by:

• Date range - From/To dates
• Duration - Min/Max duration in minutes
• Participants - Minimum number of participants

What do the filtered and total counts mean?

When filters are active, the page shows two counts:

• X filtered - Number of meetings matching your current filters
• Y total - Total number of meetings in your history

When no filters are applied, only the total count is shown.

How do I see details for a specific meeting?

Click View on any meeting row to see detailed information including meeting metadata, an event timeline, and a participant list with join/leave times.

Why don't I see recent meetings in my summary?

Check your date range filters. If you have filters applied, they may be excluding recent meetings. Click Clear to remove all filters and see your complete history.

Contact Us FAQ

Common Questions

Do I need an account to use the contact form?

No. The contact form is available to both anonymous visitors and logged-in users. If you are logged in, your name and email are prefilled for convenience.

How long does it take to get a response?

We typically respond within 1–2 business days. For urgent matters, mention it in the subject line.

Is my message stored?

Yes. Your message is stored in the site's database so the operators can review and respond to it. The stored data includes your name, email, subject, message, and the date and time of submission.

Can I see my previous messages?

Currently, previous messages are not surfaced to users. If you need a copy of a previous message, contact the site operators directly.

Privacy & Data

What information is collected?

The form collects your name, email address, subject, and message content. Your IP address is also recorded for security purposes. If you are logged in, your user ID is associated with the message.

How long is my data kept?

Messages are retained according to the site's data retention policy. You can request deletion of your data at any time by contacting the site operators.

Tenant Workspaces FAQ

General

What is a tenant workspace?

A tenant workspace is an isolated environment within TotalMeet for your team or organization. It has its own branding, members, and isolation settings. You may belong to one or more workspaces.

How do I join a workspace?

You can join a workspace in two ways:

• Invitation link — A workspace owner or admin sends you an invitation link. Click it and complete registration to join.
• Direct assignment — A platform administrator adds you directly to the workspace.

How do I switch between workspaces?

Open your account dropdown menu (top-right). If you belong to multiple workspaces, a "Workspace" section lists all your tenants. Click any workspace to switch to it, or select "Primary site (no workspace)" to leave the tenant context.

What does "Primary site" mean?

The primary site is the main TotalMeet platform without any tenant workspace context. Selecting it lets you use platform-wide features without being scoped to a specific workspace.

Main Site Access

What is main site access?

Main site access determines whether you can use the primary platform features (dashboard, billing, joining other tenants) in addition to your tenant workspace. Users with tenant-only access see a banner prompting them to enable main site access.

How do I enable main site access?

1. Click the "Learn more and enable" link in the banner at the top of any page.
2. Review the benefits on the opt-in page.
3. Check the confirmation box.
4. Click "Enable Main Site Access".
5. You are redirected to the billing page to complete setup.

Can I disable main site access?

Only a platform administrator can disable main site access for a user. You cannot disable it yourself once enabled.

Invitations

I received an invitation link. What do I do?

Click the link — it takes you to the registration page with the workspace pre-selected. Complete the registration form to create your account and join the workspace.

My invitation link doesn't work.

The invitation may have expired or been revoked. Contact the workspace owner or admin who sent the invitation and ask them to create a new one.

Can I join a workspace without an invitation?

No. You need either an invitation link or a direct assignment from a platform administrator or workspace owner/admin.

Branding

Why does the site look different when I switch workspaces?

Each workspace can have its own branding (logo, favicon, slogan, theme, footer text). When you switch to a workspace, the site updates to reflect that workspace's branding. If no custom branding is set, the main site defaults are used.

Can I change my workspace's branding?

Only workspace owners and admins can change branding. If you are a regular member, contact your workspace admin to request branding changes.