Billing Problems

Common problems and what to do

The charge is higher than expected

1. Check the invoice line items
2. If you changed plans, a prorated difference is included
3. Check whether added stores or options are reflected
4. Adjustments such as an SLA-violation credit refund
5. If it's unclear, contact support

You were double billed

If two invoices appear to have been issued in the same month:

• The first: the normal charge for that month
• The second: possibly a re-billing of a previous failed payment
• Cross-check with your payment history to confirm you weren't charged twice
• If you really were charged twice, contact support immediately (we'll refund)

You got an overdue notice

1. Check the invoice marked "Overdue" in your billing history
2. Check for an expired payment method or insufficient balance
3. Update the card, or pay by bank transfer
4. After 30 days overdue, features are restricted
5. After 60 days, the business account may be suspended

A refund isn't showing up

• Card refunds often offset against the next month's charge, taking 1 to 2 months
• Bank transfer refunds are transferred separately (5 to 10 business days)
• The refund status shows as "Refund processing" in your payment history
• If it still isn't reflected after a month, contact support

The bill-to name is wrong

• Past invoices can't be reissued
• Correct the business account information so the right name appears from the next invoice
• If the recipient needs the past invoices corrected, contact support

Card payments keep failing

• Check for card company restrictions (such as a block on overseas payments)
• Is 3D Secure authentication complete?
• Contact your card company (to allow charges to ReceiptRoller)
• Switch to another card

Information to include when you contact support

• Business account ID
• The relevant invoice number
• The relevant payment transaction ID
• Details of what happened and when
• The amount you expected and the actual amount

Related guides

• Checking your billing history
• Payment fails
• Contacting support
• Back to Account Help