Egnyte Help Desk

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. Please note that you will only see this button if you are your account's invoice admin user.

 

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 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.

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, 2012 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 ten most recent billing statements from the Billing History widget in the Plan Details page (located under the credit card information widget). Clicking an invoice date will download a PDF of the statement.

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 is the address of the user who created your Egnyte account. Please navigate to "Settings"/"Plan Details" in the Web UI.  Under "Billing Contact", click edit and enter the new email address(es).

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 should see a "close account" option in the upper right hand corner of your "Plan Details" screen. Clicking this option will lead you through a series of step to confirm your request to cancel your account. 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.

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. 

Click the "Save" button at the bottom to save your choices. 

Please note that 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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