No one likes sifting through the fine print, and billing can be a delicate topic.
Let's look at some of the most common questions about the Dialpad billing process.
How soon will I see a charge after I upgrade my free trial?
Your plan's payment terms determine how soon you'll see your first charge after you upgrade your trial.
If your trial was set up with credit card payments:
- Charge immediately on first payment
- Pro-rated charges are charged immediately
- Requested changes are charged at the next billing date
If your trial was set up on a contract (i.e. invoicing):
- Payment terms are detailed on your signed service order, please refer to your contract.
Why can't I add or remove licenses?
Depending on your plan, you might not be able to add licenses from the Dialpad Admin Portal.
If you don't see the option to purchase licenses, please contact your Customer Success Manager.
Can I upgrade from a monthly plan to an annual billing mid-cycle?
Absolutely! When you upgrade to an annual plan mid-cycle, the cost will be pro-rated and you'll see it on your next bill.
When our team switches your account to yearly billing, you will be charged for 12 months of service (this means you will see your total annual taxes and fees listed on your next bill).
Can I upgrade from the Standard plan to the Pro plan mid-cycle?
Yes, Admins can upgrade from a Standard plan to a Pro plan mid-cycle and the charge will be pro-rated. This applies to both monthly and annual plans.
How can I tell how many user licenses I have?
Admins can check their license numbers from their Dialpad Admin Settings.
- Navigate to Office Settings
- Select Licenses
Here, you'll see the number of currently purchased licenses and the number of unused team licenses. 
Once a user, add-on, or number has been deleted, the license becomes unused.
If you no longer need the license and have flexible billing, please continue to Remove Licenses.
I didn't use a license - can I get a refund?
Unfortunately, we don't offer refunds for unused licenses. As stated in our ToS, we have a no-refund policy on annual purchases.
If you purchased a license by mistake (it happens) and contact us within 3 days, we're happy to issue you a refund.
Can I downgrade my account?
Of course. Contact our Customer Care Team for assistance.
How do I change my payment method from invoice to credit card?
If you have a contract (i.e. invoicing), it's best you reach out to your Dialpad Customer Success Manager, or to our Sales Team, to help with any changes.
How do I change my payment method from a credit card to a monthly invoiced contract?
To switch to contracted invoicing, please contact our Sales team or your Customer Success Manager. A minimum user requirement applies.
Can I download a copy of my billing statement?
Absolutely. To download your billing statement, head to your Dialpad Admin Settings.
- Navigate to Billing
- Select Billing Summary
- Navigate to Billing History
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- Select the desired bill
- Right-click on the document, then select Print
- Navigate to Destination, then select Save as PDF
- Select Save
How do I receive tax-exempt status?
To receive tax-exempt status, you'll need to send our Customer Care Team your tax exemption certificate.
Please note that certificate 501(c) 3 doesn't apply to the taxes we charge, which are sales tax (in some jurisdictions) and telecom taxes. If we were audited by a state, the letter alone would not be sufficient to justify a tax exemption. We require the official sales and use tax exemption certificate issued by the state to process the exemption correctly.
I just received the email, 'Your payment has been declined' is my service canceled?
Not immediately, Dialpad offers a few days for you to settle your payment. When funds are ready, we ask that you manually input your credit card details at dialpad.com/billing. Once we accept the payment for open invoice(s) your account will become active again.
What card payment methods do you accept?
We accept the following credit card payment methods, from all states and countries as long as postal and CVV are verified.
- Visa
- Master Card
- Discover
- American Express
- Debit card (as long as they have one of the above logos)
Prepaid credit cards are not supported.
*Check and wire transfer payment options require a signed service order, which will be provided by your Customer Support Manager.
Why is my monthly charge different?
Taxes are federally and state-mandated, and depending on the agency, they can change whenever the agency passes laws to do so. Read this article for more information.
What defines a 'domestic country' when it comes to making calls?
The domestic country of calling is based on the country that your office is in.
For example, an office in Belgium would incur local dialing fees when calling a number in Belgium. If a User in that office makes a call to Australia, then they would be charged per minute international fees based on the Australian number they’re calling.
What about my Dialpad Meetings bill?
For billing information regarding Dialpad Meetings, read this Help Center article.