---
title: "Why a lead got no video"
description: "Billing hold, Video skipped, and how to get those leads their videos."
slug: "en/settings/plan-and-billing/why-a-lead-got-no-video"
url: "https://docs.custom.one/en/settings/plan-and-billing/why-a-lead-got-no-video/"
capability: "billing"
published_at: "2026-10-28T06:57:16.857Z"
---
Someone finished your custom, they're in **Leads**, and there's no video. Two
labels explain it, and both come from billing rather than from anything that went
wrong with the lead.

## **Billing hold**

A person whose status reads **Billing hold** is waiting, not broken. Their answers
are saved, their result is worked out, and the only missing piece is the video —
because at the moment they finished, your account couldn't spend one.

Nothing is charged and nothing is lost. Every few minutes we re-check your
account, and the moment it can make videos again we work through everyone on hold,
oldest first. You don't have to press anything.

Anything that frees up your account clears the queue:

- buying a lead pack, or an auto-refill going through
- moving up a plan
- your plan renewing
- paying an outstanding invoice, or a pack waiting for payment
- turning on **Allow overage**, if your subscription still has it

## **Video skipped**

Once we've decided *not* to make a video, the row is marked **Video skipped** with
the reason. These are the ones that come from billing:

| What it says | What it means |
|---|---|
| Video skipped: no leads left — buy a lead pack or upgrade to resume | Your plan's leads for the period and your lead packs are used up |
| Video skipped: a lead pack payment is pending — pay it to resume | You're out of leads, and a pack you bought or an auto-refill is waiting for payment |
| Video skipped: monthly video limit reached | You're at your plan's limit, overage is off, and you have no lead pack left |
| Video skipped: your free trial has ended | The trial window closed — remaining videos don't matter |
| Video skipped: no active plan | No plan and no trial on the account |
| Video skipped: subscription inactive | The subscription is cancelled, or unpaid past its grace period, and you have no lead pack left |
| Video skipped: payment pending | An out-of-plan charge was declined — usage is paused until it's settled |

Two of these are worth reading carefully, because they look like each other and
aren't:

**"your free trial has ended"** is about the *date*, not the count. A trial that
runs out of days stops even with videos left on the counter. Picking a plan or
buying a lead pack will get you going again.

**"payment pending"** doesn't mean your subscription failed. Your plan is fine —
only usage beyond it is paused, until the outstanding out-of-plan invoice is
paid. The banner at the top of the app has a **Pay now** button for exactly this.

Not every **Video skipped** is about billing. You'll also see reasons about clips
that weren't ready, or a lead who answered nothing — those aren't your plan.

## Getting those leads their videos

Fix the cause on **Workspace settings → Billing**, then wait a few minutes rather
than re-sending anyone. People on **Billing hold** resume on their own.

If a lead is already marked **Video skipped** and you want their video after
fixing your plan, open their row menu in **Leads** and choose **Reprocess
video**.

:::caution[Check the reason before you upgrade]
"Free trial has ended" and "monthly video limit reached" need different things.
The reason is written on the row — read it first, or you may pay for videos you
already had.
:::