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

If you pay monthly for your Intercom 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 will have three sections in the summary:

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.

Proration occurs when seats or add-ons are added to an existing subscription, or if you upgrade your plan during the billing period. They’ll be prorated based on usage during that billing period. For non-contracted customers, this means you’ll only be charged for the periods during which these services were enabled. However, if you are on a contract, please keep in mind that Intercom bills for the number of seats specified in your subscription agreement, even if fewer seats are in use. This ensures that customers meet their contractual seat obligations throughout the billing period.

Prorated charges appear as a section on the invoice to make them easy to read.

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:

Initial charge (September 1st):

Adding more seats (September 15th):

Next month's invoice (October 1st):

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.

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

If you pay yearly for your Intercom 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 will also be shown.

Proration occurs when seats or add-ons are added to an existing subscription, or if you upgrade your plan during the current billing period. These will be billed ahead from the date they were added until the end of the billing period.

Go to Settings > Subscription > Billing > Overview to amend your annual subscription by upgrading your plan or adding seats or add-ons.

If you’re on a pay yearly subscription, you can also amend your plan to add additional seats prorated for the remainder of your annual subscription. Additionally, for customers managing multiple workspaces, the total seat count across all workspaces is combined for billing. This means the seat allocation shown for a single workspace reflects only its specific usage and not the total available across all workspaces.

For example, you start an annual subscription of the Advanced plan on April 25, 2024 with only two seats. Then on April 29, 2024 you amend your subscription and increase your seats to five. You will receive an invoice for Prorated Usage showing:

If all seats included on your yearly subscription are already assigned and you invite more teammates, you will be billed for additional seats when a teammate accepts the invite. These seats will be charged at the standard seat price as monthly overages and billed at the end of each month that they were assigned to a teammate. Plans such as the Early Stage program mandate a minimum number of seats, which means reductions in seat count mid-term are often not possible. Customers on this program may need to switch to a more flexible plan if they wish to reduce their seat count.

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.

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.

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.