Whats covered in this guide:
Account & Billing
Only Admins can see Account & Billing. It opens our secure billing portal, where you can see your subscription, invoices and payment methods. During a free trial, the menu item is called Upgrade & Pricing instead.
To view the billing information for your account, hover over your profile icon in the top right corner of the product and select Account & Billing.
Here you will find...
Account Information
Select Account Information to view the billing contact for your account. This is the user who will receive your invoices.
To change the billing contact, click the arrow on the right side next to the current contact. From there you can update your company’s legal name, the email and name of your billing contact, and their phone number. To add a secondary billing contact, reach out to support@workforce.com.
Billing & Shipping Adresses
The billing and shipping address should match the credit card or bank account on file. Just like the Account Information section, click on the arrow on the right hand side to update the name, email, phone number, postcode (zip code), state, and country associated with the payment method on file.
Payment Methods
Add Payment Method
To add your first payment method, click on ‘Add New’ after selecting Payment Method. Here you can add a card or a bank account.
Change/ Edit Credit Card
To change the Credit Card that is linked to your account for payment, under Payment Method click on Add a new credit card and follow the prompts to enter the new details. Once you’ve finished, you will return to the Account Details page where you can verify the new card details. To edit your credit card details, select the payment method, then select Edit Payment Method.
Change to Direct Debit
If you need to update or change the payment method that is linked to your account for payment, under Payment Method click on Add new and follow the prompts to enter the new details.
Multiple Payment Methods - Remove, Set Primary, Set Backup
It is recommended to set a backup payment method. After adding a secondary payment method, you will find additional options to set as the primary/ backup method, or remove.
The primary payment method on file will be used for your subscription. Under Payment Methods, select the credit card or account that should be the primary method. Click the arrow to the right of it, select ‘Set as Primary or Backup’ and select primary. Follow these same steps to set a back up method, just selecting backup instead.
If a payment method is expired and you have a second payment method in the account, you can click on the expired payment method and select ‘Remove Payment Method’. Confirm that there is a new payment method on file before deleting.
Billing History
Downloading/ generating a copy of the invoice
To download or generate a copy of the invoice you’ll need to log in to the account as an Admin - click on the Person icon (upper right corner) - Account & Billing - Billing History then select and download a copy of the invoice you’ll need.
The Account & Billing section also contains subscription details including current cost, current usage, and payment method used.
If you would like further assistance please contact Workforce.com Support by clicking on the blue chat icon in the bottom right corner or emailing support@workforce.com
FAQs
Why is our account locked or blocked?
Why is our account locked or blocked?
Usually because there’s an unpaid invoice, the subscription has been cancelled or paused, or the free trial has ended.
Admins are taken to the billing page when they try to use Workforce.
Everyone else is logged out and sees Your account is no longer active. Please contact us to get set up. Ask an Admin on your account to sort out the payment.
If the block is for an unpaid invoice, pay the invoice or add a new payment method in Account & Billing. Access usually comes back straight away once the payment goes through or a new card is added. Staff can still clock in on the time clock in the meantime.
If the subscription was cancelled or paused, or the trial has ended, clock-ins stop working too. Contact Workforce support to reactivate the subscription, or subscribe (see Our free trial has ended below).
If you see This account is locked instead, the account has been locked by Workforce. Clock-ins don’t work while it’s locked. Contact Workforce support to unlock it.
How do I cancel or downgrade our subscription?
How do I cancel or downgrade our subscription?
To cancel or change your plan, contact Workforce support or your account manager. If a cancellation is scheduled, you keep access until the end of your current term.
Admins can turn some paid add-ons on or off themselves in Settings > Feature Management > Add-ons.
Why does our invoice show more users than we have employees?
Why does our invoice show more users than we have employees?
Your bill counts every active user on your account, including Admins and managers, not just employees. Temporary and agency staff aren’t counted.
Staff you deactivate are still counted on the next invoice, and drop off the one after. To see exactly who was counted, go to Reports, then Employees, locations & teams, and open the Active Users Report. Choose the Invoice Date to see the users billed on that invoice.
For more detail, see How Billed Users Are Counted.
Our free trial has ended. How do we subscribe?
Our free trial has ended. How do we subscribe?
An Admin can click View Pricing & Upgrade in the banner, or go to the profile menu and choose Upgrade & Pricing. Pick a plan, then click Upgrade Now.
Who can see Account & Billing?
Who can see Account & Billing?
Only Admins. Managers, Payroll Officers and employees can’t see Account & Billing, your subscription or invoice amounts.
Why do I have more than one invoice?
Why do I have more than one invoice?
Your annual invoice covers the number of users in your contract. If you have more active users than that, the extra users are billed on a separate Annual Variable invoice, charged monthly. If your user numbers drop back to your contract amount, these extra charges stop.
For pricing or questions about a specific invoice, contact your account manager or our billing team.