This article serves as a quick reference guide for frequently asked billing and account-related questions, including subscription management, account access, invoicing, licensing, and account cancellation processes.
How Do I Request a W-9?
How and When are the Receipt Received?
What are the Resolution Steps if an Admin Cannot Access the Account?
How to Cancel a Trial Account?
How to Cancel an Account? (Direct Customers)
How to Obtain Additional Employee (User) Licenses?
Is the Domain Billed for Deactivated Admins or Power Users?
How Do I Request a W-9?
A W-9, or Request for Taxpayer Identification Number and Certification form, can be provided at your request. Contact the Egnyte account manager or Account Receivable directly.
Egnyte does not automatically send out these forms to Admin Users.
How and When are the Receipt Received?
Receipts are sent within 24 hours of the subscription date. Admins can view and download billing statements as PDFs from the Invoices area in their subscription settings (location depends on the billing experience). Contact Billing Team to request a copy of an older billing statement
What are the Resolution Steps if an Admin Cannot Access the Account?
The domain may be restricted due to a billing issue. When this happens, admins may see a message indicating their account is locked and needs a billing update. If the admins see an Update Billing Information button, select it and enter the card details to restore access to the domain.
If the option to Update Billing Information does not appear in the web UI, the domain may require assistance to restore access. Please contact Customer Service and include the Egnyte domain name.
How to Cancel a Trial Account?
If the customer decides not to purchase Egnyte, the trial domain will be cancelled automatically at the end of the 15-day trial period. To cancel the trial immediately, domain Administrator can do so via the Web UI by following these steps:
- Log in to the Trial account.
- Click on the Icon displaying the initials in the top-right corner.
- Select Cancel my Egnyte trial. Users will be redirected to the Current Plan page, where a pop-up will prompt them to specify the reason for cancellation.
- Confirm the cancellation.
User will be logged out immediately, and the trial will be cancelled.
How to Cancel an Account? (Direct Customers)
If the user is an admin on the account, they will see Close this account and/or the option to email cancellation@egnyte.com on the Current Plan Page. Please use one or both of these to initiate the cancellation, and one of our representatives will reach out to assist and ensure the account is scheduled for shutdown. Please be advised that Egnyte cannot take cancellation requests from a non-admin user on the account. Egnyte has the policy to ensure that no unauthorized person deletes a domain. Before canceling, please review the Termination policies in the Terms & Conditions.
How to Obtain Additional Employee (User) Licenses?
Egnyte is built to scale easily so that as the company grows, they can add more employee (user) licenses to their account. Only admins can manage user quantities.
What “Included” vs “Additional” means
- Included users are the number of employee licenses that come with the plan by default.
- Additional users are extra employee licenses they purchase beyond what is included in the plan.
Where to view Included Users and add Additional Users
- Go to Settings > Subscription > Current Plan.
- On the Current Plan page, review the number of users included in the plan, then add additional users as needed.
Add Additional Users (if available in the plan)
- Locate the user quantity selector on the Current Plan page
- Increase the user count above the included amount to add additional users.
- Select Save to apply the change.
If admins are unable to add users in the Web UI, the domain may not have self-service user management enabled, or the current plan may have reached the allowed user limit. Contact the Egnyte representative or Customer Service for further assistance.
Is the Domain Billed for Deactivated Admins or Power Users?
Deactivated Admins and Power Users do not use a user license, so deactivated users do not count towards the total user license count. Deactivating a user will not reduce the bill, as billing is based on the total number of users allotted in a plan, not on how many licenses are in use at any given time. For example, if a domain had 9 user licenses available and deactivated a user, it would now have 10 available user licenses. However, deactivating an Admin or Power User will not reduce the billed amount.
Additional Resources