This article answers our most commonly asked billing-related questions.
How can I check when my next billing date is?
Customers on our start-up, small-team, growing brand or established brand plans can check this under Admin > Account. For all other customers, your primary billing contact will need to check this, by clicking "Visit the billing portal" at the bottom of the account section.
How frequently do I get invoiced?
By default, our invoices are sent monthly. Some older plans are billed quarterly. You can see the billing period on your invoice.
If you would like to change your payment frequency, just get in touch using the in-app chat.
How can I pay my invoices?
Invoices can be paid using the following methods:
Using the payment link found in the invoice, and submitting your credit or debit card details. You can also choose to have these saved so that future invoices are paid automatically.
By bank transfer using the details found at the bottom of the invoice. (Only available to those on an annual Established Brand plan.)
My organisation uses Purchase Orders, is that ok?
Yes that's fine, just email the Purchase Order number to billing@dash.app.
How can I download my invoices or update my billing information?
The primary billing contact can access our billing portal, where they can:
View and update your billing your information
View your previous invoices
Who is my primary billing contact?
Any admin on our value-based plans can identify their billing contact by navigating to Admin > Account > "Manage your subscription".
Can I change my subscription myself in Dash?
Our value-based plans have access to our new account screen that shows your plan and usage. Your subscription will be automatically updated based on your usage, as per our policies which you can read about here.
To make any other changes to your subscription, just get in touch via the in-app chat.
How do I view my past invoices?
You can view your past invoices in our billing portal. View our article on managing your subscription to learn more.
What are your payment terms?
For manual invoices, payment terms are 30 days.
If you have added a payment card to your account, we will attempt payment as soon as the invoice is generated.
Why have I received two invoices for the same period?
You can sometimes receive two invoices for the same period if you've switched from manual to card-based billing. I.e. if you've added a payment card to your account. The reason for this is that manual billing is done in-arrears, but card billing is done at the point of invoice.
Often, an invoice is sent, and a month later (around the due date) the recipient clicks the link to pay, and at that time decides to add a payment card. Once our system notices there is a card on file, it will attempt collection of the latest issued invoice, which can result in two payments taking place in the same month.
Why have I been charged twice when I signed up?
When you sign up with a payment card, we take a 'test' payment from your card. Once successful, this is refunded and the actual charge is then taken. This is common practice for taking card payments and most banks handle this by hiding the test payment and refund, so you won't normally even see it.
However, some banks do show these test charges and it can look confusing. We don't have any control over how banks treat these charges, so if you have queries about this please contact your bank directly.
How do I change my billing contact?
Just ask the primary account or billing contact to contact us using the in-app chat and we'll be happy to change your details.
Can I have invoices sent to additional contact?
Yes, just get in touch via the in-app chat and we'll add any desired contacts to receive invoices as well.
Can I change the billing frequency?
If you would like to change your billing frequency, get in touch with us via the in-app chat, letting us know what frequency you would like to change to.
Bear in mind if you are on a long-term plan (e.g. quarterly or annual) and would like to move to monthly billing, we will require a payment card added to your account.
Can I pay by direct debit?
We don't support direct debits, but you can pay automatically by adding a payment card to your account. To do this, the primary billing contact can log in to your billing portal and add a card. Your billing contact is listed in Admin > Account.
Why is my card being used for ongoing payments when I only intended to use it for one invoice?
When you follow the payment link in any invoice email, and then click the "Pay now" button, you will be prompted to enter your payment card details.
By default, the "Save this to your list of payment methods" is selected, meaning this card will be used for future Dash invoices. You can untick this box to prevent the card from being saved.
My question isn't answered
If you have any questions at all about your Dash subscription, just email help@dash.app or use the in-app chat and we'll be happy to help.