Help CenterYou can update your payment information in the Admin Portal by navigating to Manage Account > Subscription and editing the Payment Information table. When prompted, add or update your payment information.
Adding or updating payment info
When adding payment information for the first time, you will need to make sure that a billing contact name and email address have first been added to the Billing Contact table.
Billing FAQs
When are monthly invoices generated?
The standard method is to bill invoices in arrears. Monthly invoices for the prior month's services are usually generated on the 7th day of the following month. After month-end, you will be able to preview the estimated monthly billing amount before the invoice is finalized. You can view and download finalized invoices in the admin portal in the Payment History section in Manage Account > Subscription.
How is my monthly billing amount calculated?
Monthly invoices are calculated for services provided in the prior calendar month. These amounts are generally based on a combination of a firm-level base fee, the total number of administrative licenses that were active for any portion of the month, and any user or employer orgnization premium add-ons elected by the firm.
When are monthly invoices billed?
You can view your recurring monthly billing date in the admin portal in the Manage Account > Subscription page, which is generally set as the 10th of the following month.
What should I do if my payment fails?
If your payment fails, you will need to review and update your payment information in the on the Manage Account > Subscription page. If it is the first time the payment has failed for the specified invoice, we will automatically try reprocessing the invoice again after 7 days from when you were first notified, and again 7 days later.
If the system has already tried and failed to process the payment twice for the specified invoice, you will need to locate the outstanding invoice under the Payment History section on the Manage Account > Subscription page, and select Retry payment in the three-dot menu after you have updated the payment information. Althernatively, you can contact our team directly to fully reconcile the payment after you have updated the payment information.