Billing FAQ

Modified on Tue, 22 Aug 2023 at 06:25 PM

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 ensure that future invoices have the correct address. If you need to modify the billing address for an invoice you have already received, first do the corrections or adjustments in your Kenjo account and then 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) 

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

A: Please reach out to your Account Manager, or send us an email at 

Our Compliance Team will walk you through the necessary steps to cancel your subscription and delete your account.

Note: Trial users do not have to do anything to cancel their accounts. If you are a trial user and don't wish to upgrade to a paid account, your account will be automatically deleted once the trial period ends.

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 an automatic contract extension. Further negotiation discounts in your quote will not apply in 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 statutory VAT depending on your billing country and VAT registration status. 

  • 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 the reverse-charge principle.

  • If you are an European entity but not registered for EU intra-community VAT (VIES), you will be charged a non-refundable 19% German VAT. We, therefore, 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: It can take up to 3 days for the transfer to reach us and be reflected in the system. If this time has already passed and your invoice remains unpaid, reach out to billing support with your proof of payment at, did you know that you can avoid such delays by adding an online payment method?  

Q: How do I enter an online payment method to automate and have peace of mind on my payments?

A: As previously stated, we have 2 online payment methods:

Credit / Debit card

Direct debit (SEPA)

In order to set up either of these, please go to Settings > Billing > Your subscription, and at the very bottom of the page you will see the Payment method section. Please click on (+) Add a payment method in order to prompt the window that will walk you through the process of entering either of the available online payment methods:

EN Screenshot

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


A: If you entered a payment method to your account but the invoices are not being marked as paid, please check with your accounting department whether your payment method has enough balance or the current info it's updated to settle the invoices. If this doesn’t solve the issue, please email us at 

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 and billed on the subsequent invoice. Prorated charges are calculated by the minute, from the moment an employee activates their account. 

Below each of the prorated charges, you will see the activation and deactivation date of the new employee.

Here’s an example of an invoice with prorated charges:


In the example above:

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

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

The third charge shown 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.

Your contract with Kenjo defines the minimum quantity that you commit to. The first invoice is always issued with this minimum quantity.

If you add users and exceed the contractual minimum quantity during a billing cycle, the cost of additional active users will be calculated proportionately for the time from activation to the end of this billing cycle. The system records additional users automatically and this calculation also includes periods shorter than whole days. For transparency, all movements are displayed on the invoice with corresponding dates. Those costs will appear on the invoice for the following billing cycle as "prorated charges", along with the renewal charges.

In the example above, the first line corresponds to "1" additional user for the period June 19 to July 01 2022. 

Renewal Charges: from the second billing cycle onwards, for each new billing cycle, the number of active users on the invoice date is used to determine the renewal charges. 

From this point on, If you increase the number of active users, the same prorated charges logic applies. 

If you decrease the number of active users, you will receive prorated credits, knowing that this is limited to the minimum amount specified in the contract. 

Prorated credits generate credit balances in your favour. These are offset against the invoice of the next billing cycle. Credits applied to a bill are listed in the section under the line items and are called "Adjustments". 

You can find credit notes on your Kenjo billing page.

Q: What happens if I have unpaid invoices? 

A: In case an invoice remains unpaid after the grace period, Kenjo is entitled to block access to the services and 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. If you have not been assigned an Account Manager yet, reach out to support at 

Q: We have a procurement portal for our providers. Could Kenjo upload its invoices there?

A: Kenjo offers you a section where you can easily download the invoices and store them where it's convenient for you (Settings > Billing > Invoices). Kenjo is not able to upload invoices to any third-party tool. Keep in mind that you can always change the billing email address to which the invoices will be sent. Go to Settings > Billing > Your Subscription.

Q: What is the tax treatment for Mexican customers?

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 by Mexican customers.

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