This article refers to our new pricing plans. If you joined Intercom before November 15, 2023, this information may not apply to you. For information about one of our legacy plans, please log in to view these articles instead, or contact us through the Messenger.
There are two invoice experiences depending on whether you pay month-to-month, or you have a quarterly/annual contract. We’ll cover each one below and what you can expect to see on your invoice.
Month-to-month subscriptions
If you have a month-to-month subscription, you’ll receive one invoice each month that includes your core plan subscription and seats for the next month, and usage from the previous month.
Your invoice will have three sections in the summary:
Additional Usage - this is where all usage-based charges will be captured.
Subscription: Prorations - this only displays when a proration occurs for seats or add-ons.
Subscription - this will include your core plan subscription and any add-ons you’ve added to your plan.
A detailed breakdown of charges in each group will be shown below this summary.
Below is an example of an invoice which includes both Additional Usage and prorations for seats added during the billing period. This is only an example of how an invoice may appear, your invoice will vary depending on your own subscription and usage.
Example: monthly invoice with Additional Usage & Prorations
If you change your seat count mid-period, the estimated seat cost on the Subscription page and the actual invoice won’t match:
Your invoice will show accurate billing based on the actual usage days of each seat to ensure you’re only charged for the duration a seat is used.
However, the Subscription page will display seat costs based on the most recent seat count, not accounting for any prorated charges.
Prorations
Proration occurs on seats or add-ons when they are added or removed during the billing period. They’ll be prorated based on usage during that billing period. This means you’ll only be charged for the periods for which these services were enabled.
Prorated charges appear as a section on the invoice to make them easy to read.
Seats proration
When seats are added or removed during the billing period, two lines will be added to the Prorated Usage section of the invoice for the dates of change:
Remaining Time - will debit (charge) for the updated seats allocation from the date of change to the next billing date.
Unused Time - will credit back all seats allocation that was pre-billed from date of the change to the next billing cycle.
Proactive Support Plus proration
If added to a month-to-month subscription, Proactive Support Plus will be prorated from the date added to the next billing date, and billed in arrears. Then billed in advance for the next period.
If removed from a month-to-month subscription, you’ll retain access to this add-on until the end of the current billing period and you won’t be billed for this in advance for the next period. This means no prorated charge will apply.
For customers on a quarterly/annual contract, Proactive Support Plus will be prorated based on the contracted start and end dates for the service.
Payments
Your invoice must be paid online using a credit card.
Quarterly/Annual contracts
If you have a quarterly or annual contract, you’ll receive separate invoices for: contracted Subscription charges; and Additional Usage charges (over your contracted amount). This means in certain periods you may receive two invoices on the same day.
Contracted subscription invoices
Subscription - this is your core plan and committed usage (including contracted seats & message usage) which will be sent based on your quarterly or annual payment schedule.
A detailed breakdown of charges for your subscription and committed usage will be shown below this summary.
Below is an example of a quarterly invoice for a contracted subscription. This is only an example of how an invoice may appear, your invoice will vary depending on your own subscription and committed usage.
Example: quarterly invoice for contracted subscription
Additional Usage invoices
Message usage over your contracted amount will be issued monthly and billed in arrears.
Seat usage and any add-ons over your contracted amount will be prorated from when they were active and billed ahead for the following month.
A detailed breakdown of Additional Usage will be shown below this summary.
Below is an example of an invoice for Additional Usage over a customer’s contracted subscription (committed usage). This is only an example of how Additional Usage may appear, your invoice will vary depending on your own usage.
Example: invoice for Additional Usage over contracted subscription
If you change your seat count mid-period, the estimated seat cost on the Subscription page and the actual invoice won’t match:
Your invoice will show accurate billing based on the actual usage days of each seat to ensure you’re only charged for the duration a seat is used.
However, the Subscription page will display seat costs based on the most recent seat count, not accounting for any prorated charges.
Payments
Your contract will show the agreed payment method e.g. credit card, ACH or wire transfer. The only way to change to a different payment method is by signing a new agreement.
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