Why has my Access invoice changed?
Invoices change for a small number of reasons. Find the one that matches what you're seeing, then open the article for that reason.
Do these first. They apply to every reason:
Compare the first affected invoice with the previous one and note which line items changed.
Note the date you first noticed the change.
Have your agreement or renewal document to hand. Your contract number is on it.
Why has the price of my Access products gone up?
This article covers increases on products you already have.
A price increase is usually an uplift applied at renewal. Some agreements limit how much the price can rise, so check the uplift terms.
Check it yourself:
Find the uplift terms in your agreement or renewal document. Look for a price cap, uplift limit or indexation clause.
Note the percentage increase shown on the affected invoice line.
If your agreement includes a price cap or negotiated uplift limit, or you're not sure whether it does, contact us with your agreement or invoice and we'll review it.
Why am I billed for a module or service I didn't request?
A module, service or plan appears on an invoice when it's part of your agreement, or when it was added through an order or renewal. If you don't recognise it, check the name against your original order form, contract or renewal quote.
Check it yourself:
Find the module, service or plan name on the invoice.
Check that name against your order form, contract or renewal quote.
If the charge is not covered by your agreement, contact us with your contract number, the product name and the date you first noticed the charge, and we'll review it. If you'd like to remove a module, let us know and we'll raise a case for its cancellation.
Why has a Success Plan been added to my contract?
We're sorry if the addition of a Success Plan to your contract caused any confusion. Here is what happened and what your options are.
Earlier this year, we reviewed and enhanced our support offerings to better align with the evolving needs of our customers. As part of this initiative, we introduced the Customer Success Plans, designed to give customers flexibility and added value in how they engage with our support services:
Essential Success Plan: Offers online-only support, including case submission, access to our Knowledge Base, and participation in our customer community site.
Standard Success Plan: Includes enhanced support with email and telephone access, extended support hours, faster response times, product webinars, and discounts on training.
Premier Success Plan: Provides proactive engagement, including a dedicated support analyst and a customer success manager who conducts regular strategic reviews.
Based on usage patterns and feedback, we believed the Standard Success Plan would be the most beneficial to the majority of our customers. As such, this plan was automatically applied to your contract.
Our Marketing Team also communicated this update via email at the time of rollout.
We understand, however, that you may not have been fully aware of this change, and we apologise for any inconvenience this may have caused.
Check it yourself:
Look at your contract or latest invoice for the Success Plan name. It will be Essential, Standard or Premier.
Check whether you received the rollout email from our Marketing Team.
Compare the plan features above with how your team uses support. If you rarely need telephone support, the Essential Plan may be enough.
Your options: Customers who choose to opt out of the Standard Success Plan will continue to benefit from the Essential Plan at no additional cost. This includes full access to our Knowledge Base and community, as well as online case submission and tracking. Telephone support is not included under this plan.
To opt out, we'll raise a case so the cancellation of the Standard Success Plan can be actioned. You don't need to raise the case yourself. You'll keep your current plan until the cancellation is processed.
Am I being billed for more users than I have?
Billing is based on the number of users in your agreement. A temporary increase in active users can lead to a short-term overage, and our billing policy explains how these are handled.
Check it yourself:
Note the number of users shown as billed on the invoice.
Export or count your current active users.
Note when the difference first appeared.
If the numbers don't match, contact us with the affected invoice and, if you have one, a user export or report, and we'll review it.
My invoice looks incorrect or has unexpected charges
Many charges that look wrong match a line item in your contract. Check the charge against the agreement before you raise a query.
Check it yourself:
Compare the charge with the matching line in your contract or order form.
Note the product name, contract number and the first invoice where the charge appeared.
If the charge still doesn't match your agreement, contact us with the details above and any supporting documents, and we'll review it.
I'm still being charged after my cancellation should have taken effect
Cancellation requests go through a case so the team can track them. Keep your case number. Charges that continue after the effective date in your agreement may need to be reviewed.
Check it yourself:
Confirm that a cancellation request was submitted and note the case number.
Find the cancellation effective date in your agreement.
Check whether invoices issued after that date include the cancelled product.
If you've already submitted a cancellation request, share the case number with us. If you don't have the case number, send us a copy of your earliest cancellation or downsell request instead, and we'll link it and review the status.
If you haven't submitted a request yet, you can do so using the cancellation form on the Contract Renewals page.
If the charge continues after the effective date in your agreement, we'll escalate it for review by the responsible team.
I've already requested a cancellation or reduction. What happens next?
Cancellations and reductions in users or modules are normally actioned at your next renewal date rather than straight away.
If you have already raised a case, it is with the dedicated team to be processed. The resolution can come closer to your renewal date, when the adjustment takes effect. If your renewal date is further than 90 days away, your query is on its way to our priority list. You don't need to resubmit it.
Check it yourself:
Find your case number and the date you submitted the request. If you don't have a case number, send us a copy of your earliest cancellation or downsell request instead.
Find your renewal date. This is usually the effective date of your agreement, and it is also shaped by the initial term and any further term set out in your commercial terms. Check both in your agreement or latest renewal document.
Check the notice period. Notice periods are set out linked from your agreement. Where your agreement or Statement of Work states a different period, that period applies. The version that applies is the one live on your agreement's Effective Date.
If your renewal date matches what you expected, your request is on track. You can ask for escalation at any time, whether or not the timing looks right.
You don't need a specific reason to ask for it. Some customers ask for escalation when the renewal date differs from what they expected, or when they want a reduction to apply earlier.