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FAQ: Electric Billing
Introduction
This article provides answers to commonly asked questions about billing at Electric.
Find answers to billing questions about:
Payments and Invoices
Where is my company’s credit card information stored?
All credit card information is stored in Stripe.
Where do I update my company's credit card information?
Reach out to your Customer Success Manager to request a stripe link where you can input your company’s credit card information under the “Manage Account” tab.
Please note, payments made from the “Make a Payment” tab will not save the method used to complete the payment.
How do I update my billing frequency or payment terms during my contract term?
Billing frequency and payment terms can only be updated at time of contract renewal.
My invoice says “Due on Receipt”, what does this mean?
Invoices that are due on receipt are due the day they are issued. These invoices should be paid manually, unless your company has previously contacted Electric to confirm that your payment method stored on file can be automatically billed.
Please note, customers will receive a past due notification the day after the invoice is issued if it is not paid promptly.
How can I receive a copy of a specific invoice?
Please email billing@electric.ai.
How do I confirm who is receiving invoices from Electric’s billing department?
Please email billing@electric.ai.
How do I change who is receiving invoices from Electric’s billing department?
Please email billing@electric.ai.
Who do I reach out to if something on my invoice doesn’t look right?
Please reach out to your Customer Success Manager.
There is red text on my invoice. What does this mean?
This is a procurement-type invoice that will be charged to your saved payment method. Do not pay this invoice manually unless Electric explicitly tells you to do so.
Click here to see an example
Electric Subscription
When can I expect billing to start for Electric services?
Billing will commence on the start date in your contract, but you will not receive your first subscription invoice until the 1st of the next month. Because of this, your first invoice will be prorated.
How does billing for add-on services or subscriptions work?
Services added mid-contract will show up on your next invoice or the 1st of the next month as a standalone invoice, whichever is sooner.
Can I purchase add-on services midway through our contract?
Yes, additional products and services can be added to your contract at any time.
I have been billed for a product even though we’re still in the implementation phase. Why is this happening?
Billing for all items begins on the start date of your contract.
How do I cancel my subscription?
Subscriptions cannot be canceled midterm. Per Electric's MSA, written notice of contract termination must be sent to your customer success team thirty (30) days prior to the end of the initial term. To review a copy of the MSA, ask your Customer Success Manager.
Hardware and Shipping
How do I pay for hardware shipping cost(s)?
Electric will charge all shipping costs to the payment method on file for hardware procurements.
Please note, if you do not have a valid payment method on file, your shipment(s) will not be able to be processed. Please reach out to your Customer Success Manager if you need to add or update your payment method.
I received a shipping/hardware invoice. How do I know which of my employees this is for?
The customer-employee name for the invoice will be included in the description line item.
Please note, the description will contain a name that you won’t recognize, this is the Electric employee who handled the order. Your employee's name will follow the Electric employee's name.
Click here to see an example.
Professional Services
When will I get billed for a project the Professional Services team is working on?
Your company will be billed for 100% of the project value on the 1st of the month following the quote signature.