TABLE OF CONTENTS

Introduction 

Solution Guide

Frequently Asked Questions


Introduction 

You are an offline paying customer if you do not pay with a saved credit card online and your billing module identifies you with the ‘Paid Offline’ tag.


What is the UBX module?


The Unified Billing Experience lets you easily manage your subscriptions. It offers self-service capabilities to purchase licenses or add-ons and make plan upgrades. The module also lets you manage other billing information, such as addresses and invoices. It is readily available within the Settings of your Freshservice account under ‘Plans and Billing.’


What can you do on the UBX module?

Here are ways to scale and manage your subscription online 


Move to higher priced plans - Upgrade to a higher plan

Buy more licenses - Increase the number of users/ licenses 

Add add-ons - Buy available add-ons

Edit billing information - Edit your address, Tax ID, etc.

Download and view invoices - Access invoices and track payments.


What are the exclusions of the UBX module?

Here is the list of transactions that you cannot do with the online UBX module 

  • Move down plans - Move to a lower-priced plan

  • Reduce licenses - Decrease the number of users/licenses

  • Remove add-ons - Remove applicable add-ons

  • Change billing frequency - Change your billing cycle


For support on these areas and others, please write to billing@freshworks.com. 

Solution Guide


Note- Navigate to settings, then to Plans and billing, as shown below. Each article below shows the screen in Plans and Billing.

How to: Upgrade plans

Watch this video guide or follow the illustrated steps.


1.   Click on Manage Plan within My Subscriptions.



2.    Choose Upgrade Plan within the Plans and Billing Screen.



3.   Choose the plan that suits you best. Note: You cannot opt for a lower plan.



4.    Review changes and click on Upgrade Subscription once you are ready.



5. Click on Confirm once ready.



6.    You will be notified with a success message.





How to: Buy more licenses

Watch this video guide or follow the illustrated steps.


1.   Click on the Edit widget next to Plans and Users



2.   Enter the number of incremental new licenses you need. Note: You cannot use this option to lower the number of licenses you currently have. 


 

3.  Review subscription changes. Click on Upgrade Subscription once you are ready.




4.    Click on Confirm.




5.   You will be notified with a success message.




How to: Add add-ons


Watch this video guide or follow the illustrated steps. 


1.   Click on Edit/Buy add-ons within My Subscriptions.



2.   Choose add-ons that you need.  



3.   Click on Upgrade Subscription once you are ready.




4.    Click on Confirm once ready.




5. You will be notified with a success message.




How to: Edit billing information 

Watch this video guide or follow the illustrated steps.


1.   Click on Manage next to the Addresses displayed on this screen 



2.   If you are adding addresses for the first time, you can use the Hamburger menu on top.


3.   You can enter an address and click on Update for the change to reflect 




4. You can choose to make your billing address as your shipping address or vice versa




5. You will notice a success message after updating it. 



How to: Access invoices


Note - When you have pending invoices, you will notice a message on the top. 


Watch this video guide or follow the illustrated steps.


1.   Click on the Invoices tab within My Subscriptions.



2.   You can download invoices directly from this window. You can also view invoice status, amount, and other such details.



3. Here is a view of a downloaded invoice 



4. Click on View invoices for all subscriptions to get a complete picture 



5. Here is how all invoices are displayed. 



Frequently Asked Questions


1) I do not have a saved card in my subscription (I pay offline). Will my online upgrades require a card?

As an offline customer, you do not have to pay online for your upgrade. You will be assigned a credit limit. We have a dynamic mechanism to arrive at your credit limit based on your current subscriptions. We recommend prompt payment of invoices to ensure that your credit limit is not affected. Once your upgrade is processed, an invoice will be sent. You will have to pay it using your preferred mode of payment within the stipulated duration.


2) What is my credit limit? Can I view it? 

We have a dynamic mechanism to arrive at your credit limit based on your current subscriptions. We recommend prompt payment of invoices to ensure that your credit limit is not affected. While you cannot view it on the dashboard, you will be notified at checkout, if you are going beyond your credit limit.


3) I am trying to make an online transaction but unable to do so. What could be the reason? 

If you are unable to proceed with an online transaction, the reasons could be any of the following:

a)Your transaction is exceeding the currently available credit limit

b)There are overdue invoices for which the last due dates have expired

c) Your transaction value is exceeding the fixed transaction limit given


If you have pending invoices, we recommend that you pay them and try to transact again. If you still face difficulties, please write to us on billing@freshworks.com or reach out to your assigned TAM.


4) Can I transact when I already have overdue invoices?

In case you have overdue invoices for your subscription, you will be restricted from making any more online transactions. 


5) Can I opt for a lower plan or reduce the number of licenses or change my billing frequency online as an offline paying customer?

 The online module does not support these operations currently. Please reach out to your account manager or write to billing@freshworks.com for support on these.