Billing FAQ

Where do I get my invoices?

We send a monthly invoice to your billing contact's email address. The invoice covers every billing transaction made in that month. If you change the billing contact in IT Glue, this changes who receives the invoices.

How do I switch billing contacts or credit cards?

Your billing contact and credit card information can be updated in app under Account > Billing. For detailed instructions, see our Updating billing and credit card information article.

Why did my payment fail?

In most cases, credit card declines are easily fixed by re-entering your billing information and making sure the billing address matches exactly with what your card issuer has on file.

If your billing information is correct, it's likely that the payment was rejected by the payment provider, not by IT Glue. See the Fixing a failed subscription payment article for more on this topic.

What if I can't make my payment within the 7 days?

If you are unable to resolve this within the allowed time (seven days), we recommend you export your IT Glue data to maintain your own copy until you can rectify the payment issue. This can be done by an IT Glue Administrator from Account > Export Data.

Why am I being charged for adding users?

We don't limit the number of user accounts you can add. If you add users (not including Lite users) and you have already used the available licenses for your plan, we'll automatically adjust the number of licenses you are billed for to ensure the number of licenses match with the number of users using IT Glue.

How do I check what plan type or how many licenses I have?

Sign in to IT Glue and navigate to Account > Plan. Your current plan, licenses, and pricing are shown on this screen.

What are the differences between Basic, Select, and Enterprise?

Refer to our website to see the features available (or not available) for each plan type.

This information is also available in app under Account > Plan. After you look at the details on what each plan entitles you to, you may decide to upgrade. To upgrade to a higher plan, scroll down and choose your desired plan by clicking Change to this Plan. If you have questions about downgrading your plan, you can contact us.

What payment options are available for IT Glue subscriptions?

Currently, you can only pay for IT Glue subscriptions using a credit card. We accept the following credit cards:

  • MasterCard
  • Visa
  • American Express

Will the due date of my bill be the same each month?

Payments are taken on the same day each billing cycle that the subscription was originally created. You can view this date by navigating to Account > Plan. Your Subscription Start Date is displayed near the top of the screen under Current Plan & Usage.

What will the billing line appear as on my credit card?

When the payment is first processed to your credit card, and the charge is still in “Pending” status, you might see "Stripe" (our payment processor), but within about 48 hours, the payment will be processed and you will see "IT Glue."

Am I charged in my local currency?

Accounts located in our US data centers are charged in USD. Accounts located in our EU data centers are charged in euros unless the billing contact is located in the UK, in which case the account will be charged in pounds.

Have a different question? Contact us.

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