Why doesn't the number of users on my invoice match the number of active users?

Severa subscriptions are billed based on the number of user licenses in your subscription, in advance, for the duration of the billing period. The invoice will show the number of licenses you have at the time of invoicing.

The billing is based on the number of licenses in use, not on the number of active users. When you activate or deactivate a user, the system checks the number of licenses in your subscription. If necessary, the system will prompt you to purchase a new license, or when deactivating, it will ask if you want to remove the license or keep it in your subscription.

For example, if you have 10 paid user licenses during a billing period but only 8 active users, you have 2 free user licenses available in your subscription.

You can also manage the number of user licenses as follows:

  1. Go to Severa via the gear icon > Subscription
  2. Open > User Licenses
  3. Check the available licenses and remove them by clicking on the trash bin icon
  4. Save the subscription details

How do changes to the number of licenses during a billing period affect invoicing?

If you remove extra user licenses, the changes will take effect from the next billing period. If you add new licenses, a new order is created immediately.

Please note that you must make changes to your subscription before the billing period changes. We will not retrospectively credit you for reduced user licenses. If you add user licenses during a billing period, the additions will be billed from the date the change took effect.

Why doesn't the number of licenses on my invoice match the number on my subscription?

The number of items on the invoice is calculated by multiplying the number of user licenses by the duration of the billing period.

For example, if the billing period is 6 months and you have 10 licenses in your subscription, the invoice will show 6 * 10 = 60 licenses.

How can I change my service plan?

If you want to make changes to your service package (the features available to your organization), please contact your local customer support. Your version can only be changed at the time the billing period changes.

How do I terminate the service?

Termination must be done in writing through our customer support by sending an email to severa.support@visma.com.

I paid my invoice twice, what should I do?

An overpayment on an invoice will automatically be applied to future service invoices for the same product. This requires no action from you.

However, if, for example, you have made an overpayment on your last invoice and no more invoices are expected, a refund can be made with the following instructions:

For a refund, we need a confirmation of your bank account. The bank account confirmation must be a confirmation letter from the bank or a screenshot of the top of a bank statement showing the bank's official details, as well as the company's details and the bank account number. The confirmation must, therefore, be from a third party.

We will request confirmation of the ownership of the provided account number with every refund request we receive. With this practice, we want to ensure that the money is returned to the correct contractual partner. The purpose is to protect the funds of both parties through transparent operations. We hope you understand that our request is based on our desire to act responsibly and that you will provide the confirmation we have requested.

I need more time to pay my invoice, what should I do?

We understand that situations can change and sometimes paying an invoice on the due date is not possible. It is often possible to extend the payment term, so please contact our invoicing team at severa.invoicing@visma.com to arrange a payment extension. 

I received a payment reminder, what should I do? 

For matters related to payment reminders, you can contact the Severa invoicing team at severa.invoicing@visma.com. We will handle your recklamations regarding the content of the invoice and your subscription, and if necessary, you can get copies of the original invoices from us.

 


Keywords: user license, number of users, billing period, billing cycle, changing the subscription, invoice management, service package, terminating the subscription, overpayment, refund, payment term, payment term extension, debt collection letter, invoice due date 



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