Billing FAQ

Modified on Thu, 25 May 2023 at 11:57 AM

Here are the frequently asked questions when it comes to billing.



Q: The billing address in my invoices is not correct. How can I change it?


A: Go to Settings > Billing > Your subscription in Kenjo and check if the billing address is correct. If there is a mistake, please make the necessary adjustments. This will prevent that future invoices to have the wrong address. If you need to modify the billing address for an invoice you have already received, write an email to You will then receive the updated invoice in your email. 


Q: What payment methods do you have?

A: We currently have 3 payment methods:

  • Credit / Debit card

  • Direct debit (SEPA)

  • Bank transfer (only available for companies with payments in EUR and above €5.000) and payment term of NET 15 days). 

Q: I want to cancel my subscription. What should I do?

A: If you have decided to cancel your contract with Kenjo, the contract is extended by a further year at the same conditions, unless one of the parties terminates the contract in writing 8 weeks before the end of the contract period or the extension period.


Trial users do not have to do anything to cancel their account. If you are a trial user and don't wish to upgrade, your trial will end at a certain date and your account will be automatically closed.


If you are a paying customer, on the other hand, the first step to cancelling your account is reaching out to your Account Manager and providing the cancellation reasons. If you have not been assigned an Account Manager yet, reach out to support at

Once your cancellation request has been processed, you will be informed of an end date for your cancellation. If the cancellation date is in the future, you will have to pay for the remaining days.

Consider that the VAT is not refundable. 

Q: I still receive bills even though the final date of my contract has passed. What should I do?

A: You may receive an invoice for prorated charges on the last day of your cancelled subscription. However, if your cancellation due date has passed and you still receive a bill from us for a new subscription cycle, please contact support at


Q: I was provided different discounts. Would I keep them for the following years if I continue using Kenjo? 

A: Only the 10% discount for yearly upfront payment applies in case of automatic contract extension. Further discounts contained in your quote do not apply to any automatic extensions to the contract. 


Q: What rate of VAT should apply to my invoice? 

A: Kenjo GmbH is a German entity and will apply VAT international rules for invoicing. 

  • If you are a German entity, you will be charged with 19% VAT.

  • If you are a European entity AND your business is registered for EU intra-community VAT (VIES), you will not be invoiced any VAT according to reverse-charge principle.

  • If you are a European entity but not registered to VIES, you will be charged with German VAT. We recommend you apply for VIES registration and get in touch with, so we can help you with this situation.

  • Invoices to other countries will be raised depending on country specific regulations.

Consider that, if we do not receive your VAT ID before generating your bill, we won’t be refunding VAT for that invoice. Your next invoice shall be VAT free, provided you have furnished a correct VAT ID.


Q: My invoice status is unpaid, even though I paid. What should I do?


A: If you just issued a bank transfer, please wait between 24 and 48 hours for the transfer to reach us, so the update is reflected automatically on the system. If, on the other side, you paid more than three days ago and your invoice remains unpaid, reach out to billing support with your proof of payment at


Q: My invoices are not being settled, although I have entered a payment method. What should I do?


A: If you entered a paying method for your account, but it didn't go through, please check with your accounting department that your payment method has enough cash available to settle the invoice. If it's still not working, please email

Q: I don't understand the prorated charges. Why am I being charged more?

A: If you see prorated charges, it might be because you have added new employees to your company. For example, you signed and paid a year ahead for a certain number of employees on the contract, or the last billed licences count. But in between two billing events, you added new employees. Those prorated charges are the corresponding cost for each employee added, billed on the subsequent invoice. Prorated charges are calculated by the minute, from the moment an employee activates its account. 


 If you go to the Active subscription > History > Invoice, you will see something like this:



Below each of the Prorated Charges, you will see the activation and deactivation date of the new employee. In the example above:

  • This is an invoice with a due date in July 1st, 2022.

  • The first and second charges match employees that were still active by then, since the ending date 01/07/2022 matches the invoice date. Therefore, the company was charged for each day that they are active.

  • The third charge showed in the picture above comes from an employee that was activated on 21/06/2022 and deactivated on 22/06/2022. In this case, this company was only charged for the day the employee was active.

Q: What happens if I miss a date to pay? 

A: In case the invoice remains unpaid after the grace period lapses, Kenjo shall be entitled to temporarily block access to the Services, or to terminate the contract without notice. 

 Q: I would like to change my billing frequency. Who should I contact?

A: Please reach out to your Account Manager, so they are able to help you. 

Q: We have another payment portal for our providers, such as Kenjo. Could the invoices be uploaded there?

A: Kenjo offers a self-service portal where you can easily download the invoices and store them where it's convenient for you. If you have an external payment portal, we ask you to kindly download Kenjo's invoices and then upload them to your own payment portal. Keep in mind that you can always change the billing email address to which the invoices will be sent in Settings > Billing > Your subscription.

Q: How will my invoices reflect in my taxes in Mexico?

A: Kenjo is a pure B2B European digital service provider, with a cloud based solution not requiring any on-premise servers or software on Mexican ground. This means that Kenjo is not subject to IVA payment nor withholding taxes in Mexico. Our invoices issued from the German entity are tax compliant and can be accepted as such from Mexican customers.

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