There are two invoice experiences depending on whether you pay monthly or yearly for your subscription. We’ll cover each one below and what you can expect to see on your invoice.

If you pay monthly for your subscription (and are not on contract), you’ll receive one invoice each month that includes your core plan subscription and seats for the next month, as well as your usage from the previous month.

Your invoice summary groups charges into sections so they’re easy to read:

A detailed breakdown of charges in each group will be shown below this summary.

A proration is a partial-period adjustment to your bill. It happens when you change your subscription part-way through the month (for example, adding more teammates with assigned seats, buying an add-on, or upgrading your plan).

Because the change takes effect mid-cycle, you're not charged the full monthly price for it. Instead, your invoice adds a Remaining Time charge for your new configuration (from the date of the change to your next billing date) and an Unused Time credit for what you'd already been billed over that same period. The net of the two is what the change actually costs — so you only pay for the time each configuration was active.

Prorated charges are grouped by product, each in its own section (for example, Full Seats (Expert) - Prorated Changes). Within each section, the Remaining Time and Unused Time lines appear below the invoice summary so you can see exactly how the net charge was calculated.

Adding or removing seats from your monthly subscription is the most common proration. When you change your seat count during the month:

Both lines appear in the Full Seats [plan] - Prorated Changes section of your invoice. The example below shows how this looks in practice.

Below is an example of an invoice which includes Prorated Changes for seats on the Advanced plan. This is only an example of how an invoice may appear, your invoice will vary depending on your own subscription and usage.

The summary shows the net charge — or credit — for each product, e.g. Full Seats (Advanced) - Prorated Changes.

The section beneath breaks out the individual Remaining Time and Unused Time lines that sum to that total. In this example the customer reduced their seats partway through the month, so the net is a credit:

Because monthly subscription seats are billed ahead, reducing them returns the unused portion to you as a credit on your next invoice.

If added to a monthly 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 monthly 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.

Proactive Support Plus channel usage over 500 messages will be charged monthly and billed in arrears. You’ll receive a monthly invoice for these Additional Usage charges. Your first 500 messages are included free, and this ‘First 500’ tier is shown on your invoice at $0 so you can see your free usage alongside any paid tiers.

Your invoice must be paid online using a credit card or with Google Pay / Apple Pay.

If you pay yearly for your subscription (and are not on contract), you’ll receive one invoice each year that includes your core plan subscription and seats for the year. You will also receive a monthly invoice with any Additional Usage charges or Prorations from the previous month.

Your annual invoice will show:

A monthly invoice can show:

A detailed breakdown of charges in each group will be shown below this summary.

A proration is a partial-period adjustment to your bill. It happens when you change your subscription part-way through a billing cycle (for example, adjusting your committed seats, buying an add-on, or upgrading your plan).

Because the change takes effect mid-cycle, you're not charged the full-period price for it. Instead, your invoice adds a Remaining Time charge for your new configuration (from the date of the change to your next billing date) and an Unused Time credit for what you'd already been billed over that same period. The net of the two is what the change actually costs — so you only pay for the time each configuration was active.

Prorated charges are grouped by product, each in its own section (for example, Full Seats (Expert) - Prorated Changes). Within each section, the Remaining Time and Unused Time lines appear below the invoice summary so you can see exactly how the net charge was calculated.

On a pay-yearly subscription, you can amend your plan to add seats at any time. The added seats are prorated for the remainder of your annual term and appear in a {Product} - Prorated Changes section on your next monthly invoice.

Example: You start a yearly Advanced subscription on April 25, 2026 with 2 seats. On April 29, 2026 you increase to 5 seats. Because the change happens mid-term, your invoice shows two prorated lines covering April 29 to the end of your annual term:

The net of the two lines is the cost of the 3 added seats for the remainder of the year.

If all the seats included in your yearly subscription are already assigned and you invite more teammates, those extra seats aren't prorated against your annual term. Instead, when a teammate accepts the invite, you're billed for them as monthly overages at the standard seat price, at the end of each month they were assigned. On your invoice these appear in a {Product} - Additional Seats section.

If you add Proactive Support Plus to an annual subscription (that is not on contract), you will be billed the base fee for the remaining months left on your annual subscription.

For example, if you add Proactive Support Plus at the start of your subscription, you would be billed ahead $99 x 12 months = $1,188.

If removed from a yearly subscription, you’ll retain access to Proactive Support Plus until the end of the current billing period and you won’t be billed for this in advance for the next period (i.e. the following year). This means no prorated charge will apply.

Proactive Support Plus channel usage over 500 messages will be charged monthly and billed in arrears. You’ll receive a monthly invoice for these Additional Usage charges. Your first 500 messages are included free, and this ‘First 500’ tier is shown on your invoice at $0 so you can see your free usage alongside any paid tiers.

Your invoice must be paid online using a credit card or with Google Pay / Apple Pay.

When you transition to a new pricing plan, you will receive two separate invoices. To cover charges for both the legacy and new plans. This one-time setup ensures that billing is synchronized with your subscription renewal cycle. A final invoice for charges under your legacy plan. A new invoice for upcoming charges under the revised pricing structure.

Prorated credits are adjustments, not overpayments, and aren't refundable. They're automatically applied to your next invoice to reduce the amount owed.

An invoice that includes both a prorated charge and a full subscription charge is expected. When you add seats or upgrade mid-cycle, you may see a prorated charge for the remaining time in the current cycle and a full subscription charge for the upcoming cycle. This ensures accurate billing for both periods.

Yes — If your subscription is under a contract, you can add more seats. However, you’ll need to reach out to your Account Manager to make the change. They’ll help update your seat count and ensure the change is reflected in your contract.

Payments for invoices are automatically retried. If we’re unable to collect payment for an invoice in the month it was issued, our system will keep retrying. This means that a previous month’s invoice may be successfully charged in a later month — resulting in two payments appearing in the same billing period.