FAQs: Billing

If you have additional questions, feel free to email them to NACollections@Genesys.com.

Customer will get a notification of failure and the invoice will remain as open AR for the Collections team.

Yes, customers will have the option to save their payment method for future transactions. If enabled, future invoices will be charged in alignment with their net terms.

Customers can still pay their invoices direct via ACH, Wire, or check.

The link is included at the bottom of every invoice. Based on the amount of the invoice, the customer will be offered a choice of payment method, payment instructions, and a receipt after clicking the link.

Payment links are unique to each invoice and the payment made must be for the entire amount of the invoice. One can pay one (1) invoice per transaction.

Yes, a credit card limit was established at $25k per invoice and maximum of $100K total per month. Any invoice amount above that will only have the ACH option.

Stripe will be able to process credit/debit cards and ACH.

Stripe is PCI DSS compliant and utilizes advanced security measures to safeguard sensitive payment information.

Stripe offers numerous benefits, including enhanced security, global reach, scalability, and innovative features, all of which can lead to improved customer experiences and automation.

Stripe Payment Processing is a comprehensive online payment platform that enables businesses to securely accept, process, and manage payments from customers around the world.

Microsoft Teams users who do not log in to Genesys Cloud at least once during a billing cycle are not billed for the Genesys Cloud and Microsoft Teams integration. Users are not billed for the billing cycle during which they do not log in.

• A Genesys Cloud user is considered logged in when their Genesys Cloud presence source has a primary presence value of anything other than Offline status.
• A Genesys Cloud user in a non-offline Genesys Cloud presence state with the Integrations > microsoftTeams > View permission will be billed for the Genesys Cloud Microsoft Teams UC integration.
• When a Genesys Cloud user with valid Genesys Cloud licenses changes their presence status, the billing system recognizes them as a billable user. 

Genesys Cloud is available in multiple regions globally. Regardless of geographic location, customers should not experience any differences in service between the locations. See AWS regions for Genesys Cloud for a full list. 

Billing is not prorated when an upgrade is made from Genesys Cloud CX 1 to Genesys Cloud CX 2, or from either Genesys Cloud CX 1 or Genesys Cloud CX 2 to Genesys Cloud CX 3. It is recommended to add users at the start of a new billing period.

No, Genesys Tempo users are not treated as logged in when they use the app, and usage of the app does not impact billing. 

Your Genesys Cloud subscription term begins immediately after the ramp phase. 

Yes. After the numbers are ported to Genesys Cloud Voice, you will incur both NRC and MRC charges as specified in Genesys Cloud Voice pricing. 

We currently accept the Australian Dollar (AUD), Brazilian Real (BRL), Canadian Dollar (CAD), Euro (EUR), Great British Pound (GBP), Japanese Yen (JPY), New Zealand Dollar (NZD), and US Dollar (USD). 

Yes, you can. To change the billing contact for your company, contact the appropriate billing team for your region.

Region

Yes. Customers in the US and Canada can pay invoices online using Stripe, a comprehensive online payment platform. At the bottom of every Genesys invoice you will find an online payment link that is unique for your organization. Based on the amount of the invoice, you will be offered a choice of payment method along with payment instructions. Upon completion of the process, you will receive a receipt.

For more information, see our detailed Stripe Payment Processing FAQs, contact NACollections@Genesys.com, or visit Stripe.com.

We accept ACH/EFT, wire, or check. Our payment terms are net 30 days.

All non-recurring charges are invoiced immediately after your order is placed. Invoices for hardware are sent after your hardware ships.

For Annual pre-pay subscriptions: your annual subscription invoice is sent after you place your order. During your ramp period, you receive monthly invoices for the actual charges billed in arrears. After the ramp, you receive monthly invoices only if there is usage beyond the contractual commitment.

For Annual monthly subscriptions: you receive your service invoices on a monthly basis during the ramp period for the actual charges billed in arrears. At the end of the ramp period, your invoice includes the actual charges for the prior period and your pre-pay based upon your committed number of users. You continue to receive monthly invoices during your subscription period for your pre-pay commitment. Any usage beyond your established (pre-paid) commitment is included on the invoice and is billed in arrears based on actual usage for the previous billing period.

For Monthly subscriptions: you receive monthly invoices. During the ramp period, we bill in arrears based on actual usage. Once your subscription begins, we bill in arrears for the committed monthly user subscription or the actual user subscription, whichever is greater. Other charges based on your subscription may appear as well. 

No. Our fees do not include any taxes, levies, duties, or similar items including value-added, sales, use, or withholding taxes.

After a subscription has been purchased, any admin with the ‘billing subscription’ permission can use the Subscription Admin tool to see how many of each user type license is in use. You can also run a report to see the historical usage of each license and the users

For more information see View your billing and usage summary.

No. As long as those users do not log in during the billing period, they will not be counted as billable users.

The deleted user counts for the current billing period. We do not prorate monthly user fees.

Monthly user fees are not prorated. Adding users at the start of a new billing period is a best practice.

This user is billed as a Genesys Cloud contact center user for the full month.

In a concurrent licensing model, Genesys charges for the maximum number (peak) of concurrent (simultaneous) users during a billing period. To support shift changes, we disregard usage peaks shorter than 30 minutes in duration. Usage peaks can occur in non-consecutive intervals. The charges reflect the highest Genesys Cloud level license that users were assigned during the billing period. Concurrency calculations are limited to a single Genesys Cloud organization. We do not support concurrency calculations between multiple orgs.

If you select a concurrent license model, all Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 4 users are licensed as concurrent. To see an example of a concurrent usage report, see Download your usage reports. 

To see other FAQs about named user licenses, see FAQs:  Pricing and billing. 

Anyone that logged in to the Genesys Cloud service during the billing period is a billable named user. The user type billed is the highest level license assigned to that user during the billing period.

Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, and Genesys Cloud CX 4 can be licensed as either a named user or a concurrent user. Genesys Cloud does not support mixing named and concurrent users for Genesys Cloud contact center. Genesys Cloud does support adding digital channels or advanced workforce engagement capabilities to a subset of users within Genesys Cloud CX 1 or Genesys Cloud CX 2.  See About your subscription for a full listing of available add-ons.  

The enablement packages are billed as a one-time upfront fee after the order is processed.

For information on when hardware is billed, contact Product Support

If you purchase Genesys Cloud through a Genesys partner, your billing report shows the usage but does not show the cost. Your billing and cost details come through your partner. Please contact your partner directly for more information.

If you have elected an annual subscription with monthly billing, we invoice you at the start of each billing cycle. This invoice is so you can prepay for the committed or contracted number of users. Users that are not shown as prepay on the invoice represent actual users that were active on the platform beyond the committed number. These users were active on the platform in the previous billing cycle, or during the service dates listed in the Billing Details section.

The last invoice of your ramp period may also show both committed users and actual users. This invoice contains both the actual users for the previous billing cycle and the prepay users for the first billing cycle of your contract term. 

The prepay users are invoiced in advance, or at the start of each billing cycle. Any additional users and telephony charges are invoiced in arrears and are for usage that occurred during the service dates listed in the Billing Details section at the top of the invoice.

During the ramp period, there are no charges for Genesys Cloud software usage. This “No Cloud billing fees during ramp period” policy makes it both easy and economical to begin using Genesys Cloud. There are ramp period charges for Telco, SMS, third-party messaging, third-party AppFoundry applications, and a small set of specific Genesys services. For more information, see to your Services Order or the Genesys Account team.

The billing period begins on the contract effective date (order date) and runs on a monthly billing period. For instance, if an order was placed on January 15, the billing period would be January 15 through February 14 at 11:59:59 PM (23:59:59).

See the video overview of How to read a Genesys Cloud invoice.

See the article Your Genesys Cloud invoice explained.