Below you find the answers to most frequently asked questions about invoices from Voyado, If you can't find the question or answer you are looking for here, you are welcome to contact us AR@voyado.com - we’re here to help!
Billing & payments terms
What am I billed for on my invoice?
• The “Price” section reflects the full cost of your plan*
• The “Total” column shows the full cost based on the number of units or the billing period.
*For annual subscriptions, the annual fee is listed in this section, while variable fees (such as usage or SMS) are added according to your agreement. Depending on whether your agreement is monthly or annual, the invoice will reflect this.
All fees for the products and ordered components are specified in your Order Form. Your invoice may include both a fixed fee and a variable fee (volume-based costs and overages):
• Fixed fees are invoiced in advance according to your invoice terms, with the first invoice issued on the agreement effective date.
• Variable fees are invoiced monthly in arrears, unless otherwise stated.
Where can I see my usage?
Elevate
Elevate usage is available in two places:
1. Indexed items
• Navigate to Integration > Dashboard
• Count the number of variants with content across all your production and non-production environments.
• Note that Indexed items = variant + content.
2. Sessions
• Navigate to Business > Dashboard
Engage
You can view your usage details for Engage by following this path in the Engage user interface:
Administration > Usage > Summary.
Go to the Usage summary article for more information.
When do I need to pay my invoice?
Payment is due as specified on the invoice. In case of late payment, 8% default interest will be charged on your next invoice
Why does my invoice include SMS charges from earlier months?
SMS charges are invoiced once they reach a minimum of 50 SEK. If your monthly usage is below this amount, the cost will be carried over and added to a future invoice once the total reaches 50 SEK or more.
Why is the total volume shown instead of just the overage volume on my invoice?
Your invoice displays your total usage for the billing period. This includes both the volume covered by your plan and any usage beyond that. While the total usage is shown, you are only charged extra for the overage portion that exceeds your plan.
The details of what is included in your plan can be found in your agreement order form.
How do I update my billing information?
To update your Reference, Billing Address, Primary Invoice Recipient, or CC Invoice Recipient, please contact AR@voyado.com. Your information will be updated automatically for the next invoice.
Price increases
Why is the fixed price for contacts/sessions higher on this invoice?
The subscription fee is based on the size of your contact base. If your number of contacts exceeds the limit included in your agreement, the fee will be adjusted accordingly. This can cause the amount to appear higher on certain invoices.
Why have my fees increased from 1st of January?
All prices are adjusted annually — either by the index specified in your Order Form, or by a standard increase according to our General terms if no index is stated.
Why is the SMS price higher on this invoice?
If mobile carriers increase their SMS prices, this may also affect your SMS cost. Such price changes can be passed on and will always be communicated to you via email in advance.
Failed or late payments
Payments can sometimes fail for different reasons. We hope that you’re able to resolve payments issues quickly, but here’s what you can expect if not:
Reminders
Automated reminders will be sent to the original invoice recipient every 7 days until the invoice is settled.
Why am I unable to access my account?
This usually happens when there’s an unpaid invoice to your account. If an invoice is more than 25 days overdue access may be limited. You’ll receive a warning email before access is restricted.
Regain access
Access will be restored once the payment is registered, or if you provide a payment remittance. If you’ve lost access and you have a remittance advice, please contact your account manager or AR@voyado.com
Collections
If payment is still not received after the reminders and/or and service suspension the invoice will be sent to an external debt collections agency.
Default interest for late payments
Once the overdue invoice has been paid there will be default interest included on your next invoice. The interest will be calculated based on the number of days overdue. The interest rate is based on reference rate 8%
Do you still have questions?
If you can’t find the answer to your question here, please contact us at AR@voyado.com - we’re here to help!
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