What's covered in this guide?
Who is counted on your invoice
Your Workforce subscription is billed per user. On each invoice date, Workforce counts the users in your account, and that number becomes the user quantity on your invoice. The count is made up of two groups, and each person is only counted once.
Active users on the invoice date
Every user with an active profile on the invoice date is counted. This includes admins, managers, and payroll or HR users who don't work shifts, not just the employees on your schedule.
A user is included if their profile was created on or before the invoice date. Dates are based on your organization's time zone.
Employees deactivated during the billing period
If an employee was active during the billing period but was deactivated before the invoice date, they are still counted on that invoice, as long as they were active for at least 24 hours during the period. This applies whether you deactivated the profile yourself or it was deactivated automatically when the employee's termination took effect.
The billing period runs from the day after your previous invoice up to the invoice date.
Note: The 24-hour minimum means that if a profile is created by mistake and deactivated the same day, it isn't billed.
Who isn't counted
The following users are never included in your billed user count:
Temporary / Agency staff: profiles set up as temporary employees.
Future starters: users whose profile was created after the invoice date.
Earlier deactivations: employees deactivated before the current billing period, or more than 2 months before the invoice date.
Short-lived profiles: employees who were active for less than 24 hours during the billing period.
Integration service accounts: accounts that certain integration partners use to connect to Workforce.
Check your billed users with the Active Users Report
The Active Users Report is your billing invoice report. It lists exactly which users were included in the billed count on a specific invoice, so you can match it against the user quantity on your invoice. You can download your invoices from Account & Billing.
Access the report
Navigate to Reports, then open the Active Users Report under Workforce → Employees, locations & teams. You can also go to it directly at my.workforce.com/workforce_reports/chargebee_invoice_active_users.
The report is available to admins and to managers who have permission to view costs. See Manager Permissions for more on what managers can access.
Review the billed users for an invoice
Select an invoice from the Invoice Date dropdown. The most recent invoice is listed first.
Use the Employee status filter to choose who to view:
Active: users who were active on the invoice date
Inactive: employees who were deactivated during the billing period and are still billed
All: every billed user on the invoice (this is the default)
With All selected, compare the number of users listed to the user quantity on your invoice.
You can also narrow the list to specific teams, and turn on charts to see your billed users grouped visually.
Heads-up: The report shows the users that were counted when the invoice was generated. Changing a profile afterward, such as reactivating an employee, doesn't change who was billed on a past invoice.
Report columns
Name: the user's name, linked to their staff profile
Created At: when the user's profile was created
Active When Prepared: whether the user was active when the billed count was taken
Deactivated On: the date the user was deactivated, if they were deactivated during the billing period
Payroll Location and Payroll Team: where the user sits in your organization
Export the report
Export the report as a CSV for spreadsheets or as a PDF for a formatted copy. Exports respect the filters you have applied. For more on filters, exports, and saving reports, see Payroll Reporting.
Frequently Asked Questions
Why is an employee who left last month on my invoice?
Employees who were active for at least 24 hours during the billing period are counted on that invoice, even if they were deactivated before the invoice date. Open the Active Users Report, select the invoice, and set Employee status to Inactive to see them along with their Deactivated On date.
Why are admins who don't work shifts counted?
Every user with an active profile has access to Workforce, so every active user is counted, whether or not they are on the schedule or paid through payroll. If someone no longer needs access, deactivate their profile.
If I deactivate an employee today, will they come off my next invoice?
Not straight away. If they were active for at least 24 hours during the current billing period, they are counted on the next invoice. After that, they won't appear on later invoices. If you're paying the employee their final wages, see Create a Termination Pay Run.
Who do I contact if my count still looks wrong?
Start with the Active Users Report, which shows exactly who was counted and why. If something still doesn't look right, email support@workforce.com with the invoice date and the users you have questions about.