Understanding Invoice Charges and Seat Counts
If a line on your AskElephant invoice looks off — more seats than expected, a charge mid-cycle, or a line item you don't recognize — this article explains what you're seeing and how to resolve discrepancies.
Adding a user to your workspace always creates a billing event — see How to Add Team Members and Grow Your Workspace for how invites work.
Prorated Charges
When a user is added mid-billing-cycle, you'll see a prorated charge for the remaining days in that cycle. The calculation:
Monthly billing: approximately per user per month, prorated by days remaining, added to your next invoice
Annual billing: your annual rate divided by 365, multiplied by days remaining until renewal, charged when added.
Removing Users and Billing
Removing a user from your account does not automatically adjust your billing. Setting a user to Inactive also does not stop billing. Please contact your dedicate CSM for user and billing adjustments.
How to Resolve a Discrepancy
Contact support with your invoice number and the specific line items you have questions about.
Include details about any recent user changes or what you expected to see.
If a charge is incorrect, ask for a corrected invoice.
Support can usually resolve invoice discrepancies within one business day.
Related
How to Add Team Members and Grow Your Workspace
Need More Help?
Reach the AskElephant support team by clicking the chat button in the bottom right corner of your screen, emailing [email protected], or using @askelephant support in your dedicated Slack channel.