Here are the frequently asked questions when it comes to billing.
- The billing address in my invoices is not correct. How can I change it?
- What payment methods do you have?
- I want to cancel my subscription. What should I do?
- I still receive bills even though the final date of my contract has passed. What should I do?
- Why was I charged 19% of VAT?
- My invoice shows unpaid, even though I paid it. What should I do?
- My invoices are not being paid, although I have entered a payment method. Why is that?
- I don't understand the prorated charges. Why am I being charged more?
- I would like to change my billing frequency. Who do I contact?
- We have another payment portal for our providers, such as Kenjo. Could the invoices be uploaded there?
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 firstname.lastname@example.org. 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: If you have decided to cancel your contract with Kenjo, there are certain steps to take into consideration depending on your situation.
Consider that the request to cancel your subscription can happen at any time. 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. Keep in mind that no credit card information was taken for your free trial. Therefore, we will not charge anything if you do not upgrade.
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 email@example.com.
Once your cancellation request has been processed, you will be informed of an end date for your cancellation. If the due date is in the future, you will have to pay for the remaining days.
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 firstname.lastname@example.org.
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 email@example.com, so we can help you with this situation.
Invoices to other countries will be raised depending on country specific regulations.
Q: My invoice shows 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 firstname.lastname@example.org.
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 email@example.com.
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.
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.
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