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Billing FAQ and resources

Lisa Kelly
  • Edited
Zendesk Documentation Team

Suite all

This topic contains resources to answer commonly-asked billing questions such as how to request an invoice, how to change credit card information, or how to change the billing address.

This article covers the following topics related to customer billing:

Note: If you are using Legacy Chat versions, refer to (Legacy Chat) Billing FAQ for information on managing billing and subscriptions. If you are using Talk, refer to Talk Billing FAQ to learn more about Talk billing and pricing.

Invoices

For questions about viewing invoices, downloading invoices, changing the invoice address, updating the billing contact list, or Zendesk wire transfer details, refer to these articles:

Payments

For questions about managing payments, changing your payment method, changing payment currency, updating your credit card information, and trouble shooting credit card issues, refer to these articles:

Account suspension

For questions about declined payments, pending account suspension, or account reactivation after suspension, refer to these articles:

Subscriptions

For questions about viewing your current subscription, agent seats, and plan types, refer to the following articles. Both account owners and administrators can view subscriptions. Account owners and billing admins can also make changes to subscriptions. Regular (non-billing admins) in sales-assisted accounts can request subscription changes.

Buying products

For questions about adding new Zendesk products, comparing plan options, upgrading your plan type, picking a billing cycle, or purchasing product add-ons, refer to these articles:

Cancelling an account

You must be the account owner or a billing admin to cancel an account. For questions about cancelling your account, refer to these articles:

Account owner

For questions about how to change your account owner, find the owner of your account, or change the account owner when the current owner is no longer available, refer to these articles:

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21 Comments

  • UrbanCut ApS

    Hello,

    Can your support help us, we have to change our billing adress to; u-------@--------.net. It is possible your support can help us.

    ----

    Comment edited by Zendesk Community Team to redact personal contact information

    2
  • Nicole Saunders
    Zendesk Community Team

    Hi UbranCut Aps -

    I went ahead and removed the email address from your comment since this is a publicly visible forum and we wouldn't want that to get spammed.

    In order to change your billing address, you'll need to submit a ticket to support@zendesk.com.

    0
  • Itay Banner

    I emailed your billing team 2-3 times during the past few weeks, but no answer. I cancelled our account a day after the cost for a new month was charges. I asked to refund this last charge but beside your auto-replies I got no real answer. Maybe I can get some help through here?

    0
  • Dana Singh
    Zendesk Team Member

    @ItayBanner  I've contacted our Finance Team and looks like it has been taken care of. Sincere apologies.

    -1
  • Itay Banner

    Indeed, it seems so

    0
  • ap

    How can I find out which credit card was charged to process an invoice?

    0
  • Hayley Chaimowitz (NZ)

    Hi Please let me know where I locate the invoices for historical months as well as current. 

    0
  • Brett Bowser
    Zendesk Community Team

    @Hayley,

    In any product, click the Zendesk Products icon in the top bar, then select Admin Center.
    Click the Billing icon in the left sidebar, then click Invoices.

    A Recent Invoices page appears with a list of your latest invoices. It also includes your current invoice address and the names and email addresses everyone who receives a copy of invoices for your Zendesk account (Recipients).

    From here you can select the invoice you want to view or download.

    @ap,

    The account owner will want to navigate to the same subscription page where they can view the credit card on file. The invoice should also show the payment method that was used.

    Hope this helps!

    0
  • Mui Jayden

    Hi I want to ask does the professional plan of Zendesk Suite included the feature mentioned in all relevant professional plan of individual product ?

    0
  • Leandro Vietri

    Dear Support Center at Zendesk,

    I am a new user who has signed for the trial version of ZENDESK SELL and I performed some trials with this platform for testing purposes, as well as for statistics and data monitoring.
    As of now, though, my current billing trial plan is expired and I cannot sign for a new payed plan.
    Indeed, I was trying to subscribe for the TEAM PLAN by choosing the yearly payment option. However, I added 4 admin profiles during the trial period, and now I was reverting back to one admin but I cannot validate such option: it says to me that the "other reported users must be deactivated before reducing seat count" for the new plan.

    I also attach a LINK with image for requesting the new TEAM billing plan.
    https://ibb.co/PtqwkFS

    Hence, how can I erase the other registered members of the trial period and sign as a sole admin for the new billing plan I 'd like to take?
    Waiting for your reply about it.

    Cordially,
    Leandro Vietri
    "Vodafone Go" Assistant

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Leandro,

    I'm going to create a ticket on your behalf so our Customer Advocacy team can dig into this further.

    Our Finance team may need to re-activate your expired trial account so you can purchase a plan with the appropriate seats you're looking for.

    You'll receive an email shortly stating your ticket has been created.

    Cheers!

    0
  • Leandro Vietri
    Hello Brett,
     
    thanks for the rapid response.
     
    Thank you for opening the ticket about my case. Indeed, I have already followed the given instructions by removing the users I added and I have also subscribed for the TEAM plan with yearly billing options, indeed the next expiration is due to 12nd November 2020. Hence, the ticket opened for me can also be considered null by now.
     
    That said, with the current privileges I have and considering the job tasks I daily take care of, I will try to provide ideas - both descriptive and a sort of fictional coding - to improve the platform even more. From a point of view of clients' management, as I already said, it is definitively performing and provides plenty of options for admins and linked users alike.
    As I already said, I believe this CRM (and strictly speaking for the SELL solution), can leverage cybersecurity measures for both individuals and group subscribers: in other words, not necessarily a blockchain-based design (considering the misunderstanding there are till now about cryptocurrencies and other stabilized coins for leveraging those projects), but a platform secure enough to avoid data breaches in many sectors.
     
    In the next days, I will advance some proposals I was thinking about, by looking at the hosted topics and possibly opening one about it.
     
    Sincerely,
    Leandro Vietri
    0
  • Brett Bowser
    Zendesk Community Team

    Thanks for taking the time to share this with us Leandro!

    Looking forward to hearing your proposals :)

    0
  • Leandro Vietri

    Thank you too, Brett.

    Yes, I am considering to open a purposeful thread about it.

    While thinking about designs and implementations which take into considerations tiny, small, medium and big enterprises (hence, regardless there is one licensed admin or more than one), I consider the SELL platform, as it is right now, well oriented to be further extended to features for achieving multidimensional security patterns, always talking about cybersecurity provisioning. Hence, I could imagine these additions may be part of all proposed plannings if and when achievable, either an enterprise looks for basic configurations or advanced ones. 

    While I come out with ideas and drafts, I'd like to give some backing codings for it in the topic I will open: although not applicable for readable formats, I hope they could be explanatory enough for the proposed aims I point at.

    In the meantime, thanks again to you and the community for the support and the rapid timing you show in replying.

     

    All the best,

    Leandro

    0
  • Laura Stankeviciute

    Hi team,

    I've been looking for a solution to our billing issue - we are currently billed in USD, while EUR is the currency we prefer. In all of the articles I managed to find, it says to simply get in touch with either an account representative or contact the support team. I have done both, multiple times, and have not heard back now in 6 weeks!

    Since it is of major importance to our business, I would appreciate someone informing me about the change. This comment is my last resort since there is no possible way to contact anyone to have a real time chat or call.

    I hope you can help me out - currently I am massively disappointed.

    Thanks.

     

    0
  • Brett Bowser
    Zendesk Community Team

    Hey Laura,

    Sorry to hear you haven't heard back from us! I was able to track down the ticket you referenced and I can confirm that it's assigned to the appropriate team to look at your request.

    I've gone ahead and bumped the priority of your ticket so you should hear back soon. Appreciate you taking the time to share this with us!

    0
  • Mike Pearson

    Hi Zendesk.

    I need to get in touch with a billing or account manager for our account.  We're trying to make some changes to our subscription (seats & products subscribed to).  Our annual renewal just came up (a little over a week ago)  & our subscription isn't right.  Can we set-up a call with me and our account owner (CISO) to make sure we get it sorted out?

     

    Thanks.

    0
  • Nicole Saunders
    Zendesk Community Team

    Hi Mike - 

    I see that you submitted a ticket to support as well, and that is the best place for you to get account-specific information and assistance. Since this is a public community, we aren't able to help with anything that would require information about your account here. 

    It looks like your Account Exec has been looped into the ticket, so you should receive a response from him soon! 

    0
  • Krisztián Sztojanov

    Hi

     

    We need this informations from Zendesk INC:

    Beneficiary account name:   

    Beneficiary address:   

    account no.:      

    swift code:        

    Bank name:     

    Bank address:  

    Where can we find it?

     

    Thank You

    0
  • Kennis So

    Hi Support team,

    Could we revert the payment? The situation is that we want to adjust our subscription plan and we have waited for our Account executive to reply. Unfortunately, we still hasn’t received any reply for more than a week. As the payment due date is approaching, our colleague did make the payment first for fear that our account would be suspended. We will continue using Zendesk but we would to off load one of the products. What should I do now?

    Thank you!

    Best,
    Kennis

    0
  • Cheeny Aban
    • Edited
    Zendesk Customer Advocate

    Hi Kennis,

    Unfortunately, this can only be addressed by your Account Executive. I'm sorry to hear that you haven't received any updates yet. I highly suggest that you contact our Support Team so they can make a follow-up on your behalf.

     

    0

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