Read your invoice and taxes
When invoices come, what each line means, how taxes and fees are added on top, where to download them, and what to do if a line looks wrong.
You get one itemized invoice a month. Every charge, tax and fee is its own line, so you can check each one.
When you're billed
- Your plan is billed in advance. Seats and add-ons for a month are billed at the start of that month (the Service month).
- Usage is billed after the fact. Minutes past your pool, international calls, AI minutes past your pool and texts past your bundle are billed on the next invoice (the Usage month).
- Your first month is free. You aren't charged for the rest of the month you go live in. Your first invoice covers the next full month.
- Payment is due 10 days after the invoice date. Your payment method is charged automatically. See How to pay.
Find your invoices
Open Settings → Billing & package:
- Overview shows Your next invoice: what you'll be billed next, including this month's usage so far.
- Invoices lists every invoice with its number, service month, usage month, dates, amount and status. Export CSV downloads the list.
Click an invoice to open it. From there you can Download PDF, Pay now (or View receipt once it's paid), and Question this invoice.
What each part means
| Part | What it is |
|---|---|
| Charges | Your seats, add-ons, extra numbers and any usage, with the math written out. |
| Subtotal | The charges before taxes. |
| Taxes and fees | Each tax and fee for your address on its own line. |
| Credits | Anything we've credited back. |
| Total | What you owe. |
| Payment | How and when it was paid. |
How taxes work
Taxes and fees are added on top of our prices, never hidden inside them.
- Your service address sets them. Taxes follow the address where your service is used. See it on the Service addresses tab, with its Tax jurisdiction.
- Each seat is two products. Business phone service is a communications service, so communications taxes and 911 fees apply to it where your address has them. The Hey Quad platform is software and is taxed as software, if your address taxes software at all.
- 911 fees are usually charged per phone line or number, as their own line.
- AI receptionist minutes are software, so communications taxes don't apply to them.
The exact taxes depend on your state and city, so two businesses with the same plan can pay different totals. Your quote showed the taxes for your address before you signed.
Tax-exempt? Send us your exemption certificate. It exempts only what it lists, so a fee it doesn't name, like a 911 fee, still applies.
Things you might notice
- A very long call isn't on the bill yet. A call that lasts over 4 hours is held for review, in case it was a stuck line. It's billed only once we've checked it.
- Test calls aren't billed. Calls marked as tests in your call history are left off.
- "Paid — complimentary". If your service is complimentary, you still get a full invoice for your records, credited to zero.
If a line looks wrong
Open the invoice and press Question this invoice. Tell us which line looks wrong and what you expected. The invoice number, period and amount are attached for you, and it opens a support ticket. Reply to our email to add anything.
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