By default, we bill monthly in arrears for the peak number of individuals active for each user type (Premium, Standard) at any time during the previous month.

However, monthly or annually prepaid user options are available with predefined license counts of Premium and Standard users.

Upon activating billing on an Enterprise account, we strongly recommend adding 5 monthly prepaid user licenses to ensure the 5 user minimum requirement is met.

The same account supports users of different types, such as 2 Premium and 3 Standard users.

If a user’s type changes during the month, that month’s billing will charge the user at the highest-priced type the user was on.

An audit of user types and status changes is available on the Organization Setup > Users & Devices > “view audit” link on the right-hand side.

Adding Users

By simply adding new users to your account on the Users & Groups page, these users will be billed monthly in arrears unless prepaid user licenses are available.

Prepaid User Licenses

Monthly or annual user license counts are added on the Billing page under the prepaid users area and are active once paid for. When new users are added to your account, such as adding new users mentioned above, they use a license according to their user type.

When new users are added to your account and exceed the license count for a user type, they automatically become monthly billed users (in arrears) unless the prepaid user license count is updated beforehand.

This means that even if you aren’t using all prepaid licenses for a user type, exceeding the license count for a user type will be seen as an additional billable user. For example, you’ve prepaid for 5 Premium and 5 Standard user licenses, but only 3 Premium users and 5 Standard users are active. By adding another Standard user, you’ll pay monthly in arrears for the newly added user, as a Standard user license won’t come off the Premium prepaid user license count.

Note, be sure to update your prepaid user licenses before adding new users to your account or ensure new users use available prepaid licenses to avoid unforeseen billing. Unless the desired outcome is to have a mix of prepaid and in arrears billable users.

User Status

When you register a user on our platform, they start in an Invited status.
We do not bill for invited users since they have not accessed the platform/app at that stage. They have simply received an invite.

Users receive Active status when they first access the platform – i.e., by logging in on the app or the website for the first time.

Once users are activated, they remain in Active status until you deactivate them.

So if a user activates in March, we will charge for them on your 1 April billing AND in all subsequent months until they are deactivated.

This is regardless of whether they log in again in those subsequent months.

Our billing works this way for two reasons:

1. All apps are fully offline capable – meaning that a user could use the app for weeks in an offline scenario, and we would miss billing for them.
2. Our User fees are a license fee – i.e., users are licensed to access the app and platform facility, and it’s available for use at any time (offline or online) after their initial login.

Deactivating users is done via the Users & Groups area on the web platform and programmatically via our User API.

Billing Example

To ensure clarity, below is an example of how we would bill given users being added and removed over some time.

Scenario:

• Month 1
  10 Premium users were invited and activated.
• Month 2
  10 Premium users active with 7 invited and activated.
  5 existing Premium users are deactivated on the 5th of the month, and 7 new Premium users are activated on the 6th.
• Month 3
  2 new Premium users are invited, 1 activates on the 30th of the month.
• Month 4
  13 existing Premium users, previous month’s invited users are activated.

Billing:

• 1st of Month 2
  10 Premium users billed.
• 1st of Month 3
  17 users billed (i.e., 10 existing + 7 new).
• 1st of Month 4
  13 users billed (i.e., 12 existing + 1 new).
• 1st of Month 5
  14 users billed (i.e., 13 existing + 1 new)

Important Notes

• Users are licensed on a per-named user (i.e., actual person), per company account basis.
• We do not allow generic/shared user accounts or offer concurrent (floating) licensing.
  As such, there is no concept of “reusing licenses”. This doesn’t apply, given the status-driven, named-user nature of our billing.
• If a person or user belongs to more than one organization account, we will bill for each instance of that user.
  The only exception is if the organization account has the Enterprise Toolkit option. In this case, email addresses will not be double-billed if also found in the enterprise’s various environments.
• Our user licenses have no contract period—essentially, they are month-to-month based on the Active status.
• Our pricing per user scales with the number of users according to specific tiers beyond the first 25 users.
  This pricing allows lower per-user fees based on minimum user commitments. Contact our support or sales team for more information.