Billing and plans
Invoices, plan changes and questions about charges.
5 answers · Updated 2026-10-17
Money questions feel urgent even when they are small. A charge you did not expect, an invoice with the wrong company name, a plan that no longer fits: each one deserves a clear answer from a real person. This section exists to make those conversations short. It does not replace your proposal, and it does not state our commercial terms. Those live in one place only, the proposal you accepted, and a named person on our team will go through them with you whenever you ask.
What this section can do is teach you how billing works in general, so you ask better questions and spot real problems faster. A subscription invoice repeats every cycle and usually shows the same plan line each time. A one-off invoice covers a single piece of work, such as a project stage or an extra that was quoted separately. Most billing confusion comes from mixing the two up, or from reading a total without reading the lines under it. Invoices and receipts shows you how to read an invoice line by line, and what a good invoice contains.
The second source of confusion is scope. A plan buys a defined set of work, and anything outside it is extra. That is true at every agency, and it is fair, as long as extras are requested, quoted and agreed before they start. Understand your plan explains how to read the scope in your proposal, what in-scope and out-of-scope mean in practice, and how your monthly report shows the work that was done. If you want to change or pause a plan, Change or pause a plan gives you the questions to ask first and what a written confirmation should contain.
Two habits make everything here easier. First, never send card numbers, bank details or passwords by email or in a ticket. Update payment details explains why, and what the safe route looks like. Second, keep your invoices and confirmations in one folder your accountant can reach. When you do need us, Ask about a charge lists what to gather so your question is answered in one reply instead of five. Send it through the support form, and a person on our team will follow up.
One boundary to be clear about: we do not give tax or legal advice in this section, and nothing here is a statement of what Webtec will or will not do in a specific case. If a question depends on a term, the answer is in your proposal, and your project manager or the named person on your team will walk through it with you.
All answers in billing and plans
- How to ask about a charge and get one clear answerA checklist of what to gather before you write, what happens next, and a sample message that gets resolved in one reply.
- Change or pause a plan: how to start the conversationWhat to check in your proposal first, what to tell us, the questions worth asking before you change anything, and what a written confirmation should say.
- Understand your plan: how to read scope, extras and reportsHow to read the scope in a proposal, what in-scope and out-of-scope mean, how extra work is requested and quoted before it starts, and a checklist.
- Update payment details safelyWhy you should never send card or bank details by email or ticket, the safe general process, keeping billing contacts current, and what to do when a payment fails.
- Invoices and receipts: what to look for and what to keepWhat a good invoice contains, how to read one line by line, how to ask for company details to be changed, receipts versus invoices, and records for your accountant.
Questions about billing and plans
Where do I find the terms of my plan?
Your terms are written in the proposal you accepted. That document is the single source for what your plan covers, how it renews, how it changes and how it ends. This support center deliberately does not restate those terms, because a summary can drift from the signed text. If you cannot find your proposal, send a request through the support form and a person on our team will point you to it.
What is the difference between an invoice and a receipt?
An invoice asks for payment and lists what the payment is for. A receipt confirms that a payment was made. Some systems produce one document that serves as both, but the purposes differ. For your own records you usually want the invoice, because it shows what you bought, and the proof of payment, because it shows that it was settled. Your accountant can tell you which they need.
How do I question a charge so it gets resolved fast?
Send one message that names the invoice number and date, quotes the line you are asking about, says what you expected instead, and links any document you are relying on, such as the proposal page or an earlier approval. One message with the evidence attached avoids the back-and-forth. The article on asking about a charge has the full checklist and a sample message.
Is it safe to email my card number to Webtec?
No. Never send card numbers, security codes, bank details or passwords by email or in a support ticket, to us or to anyone else. Email is not a secure channel and copies remain in inboxes and backups. If a payment method needs updating, ask for the secure route and we will give you one. See the article on updating payment details for the general process.
What counts as extra work outside my plan?
Extra work is anything your proposal does not list as included. Whether a specific request falls inside or outside is a scope question, and the answer comes from the wording in your proposal, not from a general rule. Ask your project manager before work starts and ask for any extra to be quoted in writing. The understand-your-plan article shows how to read your scope.
Do you give tax advice about invoices?
No. We can explain what an invoice shows and correct details on it, such as a company name or tax number you supply, but how an invoice is treated for tax, deductions or reporting is a question for your accountant or a qualified tax adviser in your country. Rules differ by country and by business type, so a professional who knows your situation should advise you.
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