Our Billing Team often gets asked, "Iām on an annual subscription - why did I receive an invoice during my subscription?" When you are on an annual subscription, we prorate new seats and update future numbers to match your new headcount. Keep reading to learn more about each case of adding or removing people and how it impacts your invoicing, for both annual and monthly accounts.
In this article, you will learn how billing is impacted when...
- Adding people to 15Five
- Adding people to include them in an engagement survey
- Removing people from 15Five
Access and availability
āļø Required access to the 15Five Billing Portal.
š„ This article is relevant to Account admins and Billing admins.
š¦ This feature is available in all pricing packages.
Note
For more information about how invoices will look when new people are added, see this article.
Adding people to 15Five
If your company has purchased seats that are unoccupied, new people (new meaning newly active and/or marked as billable) will fill the paid available seats first. If the number of new people added exceeds the number of available seats, then additional seats will be charged for the remainder of your subscription period.
New people are people who have been invited to 15Five and accepted their invitation, those who have been manually activated by an account admin, or inactive users who are marked as billable.
Instead of being charged for the full subscription term, the additional seat(s) are prorated based on the activation date and the time left in your current subscription period. You will be billed these prorated charges on your monthly anniversary date.
Adding people for engagement surveys
To participate in engagement surveys, individuals must be added to 15Five and be assigned to a billed seat. Once a person accepts their invitation, they are marked as "Active," and their seat is automatically billed. If they haven't accepted their invitation yet, you can manually mark their seat as billed to ensure they are eligible to participate in engagement surveys.
Help Center article š”: Make an inactive user eligible for engagement survey participation
Removing people from 15Five
When people are deactivated or marked as not billable, your account will keep the additional unoccupied seats for the remainder of the subscription. We aren't able to offer refunds or credits for people who are deactivated throughout your subscription. However, we always fill empty seats first before charging for additional seats.
For more information on Billing Terms and conditions, see this page.