Our Billing Team often gets asked, "I’m 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 for the purpose of including them in an engagement survey
- Removing people from 15Five
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
For individuals to participate in engagement surveys, you must first add them to 15Five. Active users automatically fill billable seats. If an individual is not an active user, you will need to mark them as using a billed seat in order for the person to be eligible to participate in engagement surveys. This can be done in bulk from the Manage People > Inactive page by selecting “Change seat status” from the Actions dropdown menu. In addition, individual people can be marked as using a billed seat from their user profile by selecting the “Billed seat” checkbox on their profile in the upper right hand corner. Upon adding a billable user to 15Five, you will be charged for their seat according to the rules outlined above.
Once they're added to 15Five, are using a billed seat and you complete a sync from 15Five > Engage, employees will appear in the Engage Portal. If you make changes to employee data in 15Five, please complete an additional sync to ensure they're reflected in the Engage Portal.
If you don’t want a specific user to participate in a particular engagement survey, you can exclude them.
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.