Intercom is required to assess applicable taxes as required by local laws. Depending on your company address, services sold by Intercom may be subject to tax.

Your company address is the physical location of your company’s headquarters.

Your billing address is the address the credit card attached to your workspace is registered under.

The two addresses could be the same, but in many cases they are different. Having the correct company address helps us ensure your invoices are accurate and we can process your payments correctly.

U.S. customers may be subject to state and local sales taxes. Your company address will determine whether your subscription is subject to tax, and the applicable state and local tax rates. Sales tax charges will be included as a line item on your invoice.

While this list represents the jurisdictions where sales of Intercom solutions are currently taxable, state and local tax laws are constantly changing. Accordingly, as tax laws continue to evolve, these jurisdictions may be subject to change.

If your company is tax exempt, please contact the Intercom Accounts Receivable team to provide your sales tax exemption certificate. You may reach the Accounts Receivable team via email at accountsreceivable@intercom.io or using the in-app messenger on your Intercom workspace (and mention you are requesting assistance with a sales tax exemption).

For all other customers, your purchases of Intercom products may create an obligation for you and/or Intercom to assess and report any applicable taxes in your country, in accordance with local tax laws.

Intercom R&D Unlimited Company, as the seller of Intercom products, currently collects transaction taxes in the following jurisdictions:

In most taxing jurisdictions (except British Columbia & Saskatchewan in Canada, Malaysia, Switzerland), Intercom is not required to collect local taxes on business-to-business (“B2B”) transactions. It is important for you to submit your tax ID so that we can consider our services to you as a B2B transaction for local tax purposes. If any local tax is assessed because you did not provide your tax ID timely or the ID provided you fail the validation check, we are not able to issue any refunds or credits for the taxes charged.

You may add or modify your tax ID number from Settings > Subscription > Billing > Payment details by clicking Add tax ID number. You must first enter your company address to be able to submit a tax ID number.

For European Union customers, your VAT number must be valid and verifiable through the VIES VAT Number Validation tool. If VIES returns an invalid status, it means the VAT number is not registered in the relevant national database and will not be accepted in our system. In that case, you’ll need to contact the competent tax authorities for correction or clarification.

This tool is the official EU resource provided by the European Commission, and it is the system we use to validate all VAT numbers. Unfortunately, we cannot override its results.

Please note that some EU member states issue internal tax numbers that they may also refer to as VAT numbers. These internal numbers are often not recognized by VIES, and therefore cannot be used. What is required here is a cross-border VAT number. If you are unsure, we recommend consulting with your accountant to obtain the correct VAT registration details.