Billing FAQs

How do I update my credit card information?
How do I switch from invoice to credit card payment?
How and when will I receive my receipt?
How do I update the invoice email on my account?
What happens if my account is locked for non-payment? 
How do I cancel my account?
How do I obtain additional employee licenses?

How do I update my credit card information?

The button to change your credit card information is located in the upper right-hand corner of the Plan Details screen.

Note: You will only see this button if you are your account's invoice admin user and currently pay by credit card.

 

After selecting this option, enter your new card info and click Save.

How do I switch from invoice to credit card payment?

You'll need to contact our Billing department to switch from invoice back to recurring credit card payment. These requests typically take one business day, so please contact us at least a few days in advance of your next billing date. However, you now have the option to make a one-time credit card payment. Simply click the Pay with Credit Card link in Payment Info section to get started.

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You'll enter your credit card information, choose the invoice(s) you'd like to pay, and click the Pay with Credit Card button.

How and when will I receive my receipt?

Receipts are sent within 24 hours of your subscription date. For example, if you subscribed on May 15th, 2019 and are a monthly-pay customer, you should receive a receipt to your invoice admin user's email address by the end of the 16th day of each month. You can view your 10 most recent billing statements from the Billing History link in the Payment Info box. Clicking an invoice date will download a PDF of the statement.

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If you would like a copy of an older billing statement, please contact us.

How do I update the invoice email on my account?

The invoice email address defaults to the address of the user who created your Egnyte account. Please navigate to Settings and select the Plan Details tab in the Web UI. Under Billing Contact, click the Edit link and enter the new email address(es).

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What happens if my account is locked for non-payment?

If your account is locked for non-payment, you will need to contact a sales associate to review the terms of your Egnyte account. Sales associates can be reached at customersuccess@egnyte.com. Please do not contact our billing department; our billing department is not able to unlock your account.

How do I cancel my account?

If you are your account's invoice admin, you will see a Close this account link. Clicking this link will lead you through the necessary steps to request cancellation. Please be advised that we can not take cancellation requests from emails sent to our billing department. We have this policy to ensure that an unauthorized person does not delete your domain.

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How do I obtain additional employee licenses?

Egnyte is built to scale easily so that as your company grows, you can add more employee licenses to your Egnyte account. To add more employee licenses, log in through the web as an admin and click on Settings. Under Plan Details, you can add employee licenses to your current subscription. Use the number picker to increase the number of users and click Save.

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Note: You may need to upgrade your plan to increase your total user count. For example, if you are on a Business plan and wish to go past 75 total employee licenses, you'll need to contact Egnyte to configure an Enterprise plan.

 

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