Understanding your invoice
What is on it, when it arrives, and where to find previous ones.
On this page
Settings → Billing. Administrators only.
What you are billed for
Your agreement sets this, and the invoice reflects it rather than a standard list. Common shapes are a platform fee plus a volume component, or a flat fee for a committed volume.
The invoice breaks out each line with the quantity it was calculated from, so a figure that looks wrong can be traced to the number behind it rather than argued about in the abstract.
When it arrives
Monthly or annually in arrears, per your agreement, to the billing contact set in Settings → Billing. Change that contact when the person changes — an invoice going to someone who left is the most common cause of a late payment.
Previous invoices
Listed on the same screen, downloadable as PDF, going back to the start of the agreement.
Usage during the period
The Usage tab shows the current period's figures as they accrue, updated daily. This is the number the next invoice will be calculated from, so a surprise is visible before it becomes an invoice.
Something looks wrong
Check the Usage tab first — most queries resolve into "a case type we did not expect was included" or "a bulk import counted".
If it still looks wrong, contact support with the invoice number and the line you are querying. Please do not send the PDF itself; the invoice number is enough for us to find it, and it avoids sending financial documents through a support form.