Billing Frequently Asked Questions

I need to update my payment method.

• How do I update my payment method?

  • Your payment method should be set up prior to or during customer onboarding. If you need to adjust a credit card or change to ACH and you are an Account Owner or Billing Manager, you can update your payment method HERE

• What payment methods do you accept?

  • Credit Cards

  • ACH

  • Direct Wire

  • If you need to pay by Check, invoices must be greater than $10,000 and a waiver must be obtained from Zype Operations team. Reach out to billing@zype.com for more detail

  • Note: As stated in Zype’s terms of service, all customers must input a valid Credit Card or ACH on file. Unless requested by the Customer and documented with a waiver, Zype will not automatically charge your payment method.

• Do you accept checks?

  • If you need to pay by Check, invoices must be greater than $10,000 and a waiver must be obtained from Zype Operations team. Reach out to billing@zype.com for more detail

    • Please note that Zype Operations is running a skeleton crew at NYC HQ and checks are being processed on 2-3 week delays

• Do you accept direct wire?

  • If you need to pay by direct Wire, total monthly volume must be greater than $2,000 and a waiver must be obtained from Zype Operations team. Reach out to billing@zype.com for more detail

I received a bill outside of my recurring subscription cycle.

• Why did I receive this bill?

  • Zype charges customers for three primary services each with their own billing cycle (i) Software Subscription Fees (ii) Infrastructure Usage Fees and (ii) Professional Services Fees.

    • Software Subscription Fees are billed on a monthly recurring basis for a fixed amount. Invoices are due upon receipt. Customers can also pay on a quarterly or annual basis. However, these terms are generally established during the sales process.

    • Infrastructure Usage Fees are assessed at the end of the calendar month and billed within 3 days of the following month for any variable usage incurred during the period. Invoices are due on Net-30 Day Basis.

    • Professional Services Fees are billed on a milestone basis generally between two installments - 50% upon Project Commencement and 50% upon Project Completion. Project Commencement invoices are due upon receipt. Project Completion Invoices are due upon receipt but we can accommodate Net-30 Day on a case by case basis.

  • If you received a bill outside of your subscription cycle confirm that Usage Fees or Professional Service fees are consistent with your contract.

I received a bill for usage and overage fees.

• Why did I receive this bill?

  • Recall, Usage Fees are assessed at the end of the calendar month and billed within 3 days of the following month for any variable usage incurred during the period. Invoices are due on Net-30 Day Basis.

  • You can review your Usage using the Usage Report in the Zype Platform. We encourage you to review your contract to identify your unit rate and allotments.

I received an invoice that looks incorrect and would like to submit a billing dispute.

Oh no! We apologize for any confusion.

• How do I get this resolved?

  • Please email billing@zype.com and include the following information.

    • I am reporting a billing dispute

    • Invoice Number

    • Unit, Price and Amount In Dispute

• Will I get a refund or a reissued invoice?

  • If your payment method was incorrectly charged, you will get a refund.

  • If the invoice has been outstanding for longer than 5 business days, the erroneous invoice will be processed. However, Zype will post a credit to your account and the amount will be drawn against your next invoice. 

I have special billing requirements.

• Do you offer Net Payment Terms?

  • Net Payment Terms are typically reserved for invoices larger than $10,000. Any payment terms should be discussed during the purchasing process with a Zype Sales Team Member. If these were not discussed OR you would like to change terms because circumstances have changed, please email billing@zype.com.

    • Note: Adjusting payment terms during the term of your contract may take up 1 to 2 billing cycles to amend depending on your Billing Status, Invoice size and Method of Payment on File.

• Where can I add or ensure all invoices include a PO Number?

  • PO Numbers can be added to your invoice after your subscription has been activated. Please notify billing@zype.com if you need to make changes.

I need to update my company’s billing contact information.

• How do I update this information directly?

  • You can update your contact information HERE or notify billing@zype.com.

I was charged without my consent or authorization.

• Who do I notify to get this rectified?

  • Please review the terms of service in your contract. All agreements require a payment method on file and authorize Zype to process payment on the customer’s behalf.

  • If you receive a Payment Method Waiver or you need a waiver to prevent this from happening, email billing@zype.com to request one.

I don’t know where I’m at in my billing cycle and term of the contract

• Where can I see my billing, invoice history and remaining invoices?

  • You can review your information HERE