Frequently Asked Questions

The "paused" status on your billing indicates that our system has detected a disconnect or a drop in the text chat, video chat, or call cconnection between the buyer and the seller on Premium.Chat. This could be due to a poor internet connection, or if one of the parties has left the chat page. Often the billing will start again when the connection issue is corrected. It could be a temporary issue, or one of the parties intended to leave the chat in such cases the chat will end. We encourage both buyer and seller to wait in the chat as the billing clock will stop during this time.
 

Our platform is designed to automatically pause the billing under such circumstances to prevent the buyer from being overcharged when the per-minute fees are still running if the communication is interrupted. It's important to understand that this doesn't indicate an issue with Premium.Chat itself, but rather it's a fail-safe mechanism we've implemented to ensure the utmost fairness in billing.

Our priority is to protect both the buyers and sellers on our platform, and this feature is a part of our commitment to provide a trustworthy and transparent service. We always aim to ensure that buyers only pay for the actual time spent in active, meaningful interaction. This ensures long-term satisfied customers who will use the platform more often.