The short answer
Send one message through the support form with the invoice number and date, the exact line you are asking about, what you expected to see and why, and links to any document you are relying on. A named person on our team then goes through your plan and invoice history with you. Never include card or bank details.
Why one complete message beats several quick ones
A billing question is a small investigation. Someone has to find your invoice, find the plan it belongs to, compare the two and check whether anything changed in between. Every missing detail adds a round trip: they ask, you reply a day later, they check again. A complete first message removes those trips.
It also helps you. Writing down the invoice number, the line and what you expected forces you to check your own assumption. Sometimes the answer appears while you write, because the figure you remembered was from an older invoice or a different plan. Other times the message makes a real error obvious. Either way you save time.
Keep the tone neutral and factual. A billing question is not a complaint. Most queries turn out to be a misunderstanding about scope, timing or a one-off line, and a calm, specific message is read and answered faster than an angry or vague one.
The checklist: what to gather before you write
Spend ten minutes collecting these. Each item removes one likely follow-up question.
- The invoice number and date, exactly as printed at the top of the document.
- The line item or amount you are asking about. Quote the description and the figure, not just the total.
- What you expected instead, in one sentence, and why. For example: you expected one monthly line and see two.
- The proposal page or section you are relying on. A link, a page number or a screenshot of the paragraph is enough.
- Any earlier approval, such as an email or a preview-link approval, that relates to the charge.
- The date you first noticed the issue and whether the same line appeared on earlier invoices.
- Your company name and tax number as you want them to appear, if the question is about the details on the invoice.
- Your best contact for the follow-up, if it is not the person sending the ticket.
Attachments go in as links (Google Drive, Dropbox, Loom), not as files. Check that the link opens for someone outside your organization.
Check these four things yourself first
A few checks resolve many queries before you write at all. None of them take long.
- 1Compare the invoice to the previous one. Put the two side by side and look for the line that changed. If nothing changed and the amount is the same as last time, the charge is probably the recurring plan line you already know.
- 2Check whether the charge is a subscription line or a one-off line. A subscription line repeats each cycle. A one-off line belongs to a specific piece of work. The description usually says which.
- 3Look at the billing period dates, if the invoice shows them. A charge can cover a past period, the current one or one that has not started, and the dates explain a surprising timing.
- 4Check which card or bank account was charged, using the last four digits shown on your statement. A charge can look unfamiliar simply because it came from a company card you forgot you used.
Tell a real problem from a false alarm
| What you see | Often means | What to do |
|---|---|---|
| Same amount as last cycle, but you forgot it repeats | A recurring plan line behaving as set up | Re-read the plan section of your proposal. Ask if you are unsure what the plan includes. |
| A new line you do not recognize | A one-off item, such as an extra that was agreed separately | Look for the approval email. If you cannot find one, ask for the quote or request behind the line. |
| The total differs but every line looks familiar | A tax line, a currency effect or a changed quantity | Read the tax and quantity columns and ask about the specific one that differs. |
| Two charges close together | A retry after a failed payment, or two separate invoices | Check the invoice numbers. Different numbers mean different invoices. The same number twice is worth a question. |
| A charge for a service you believe ended | A confirmation that was never issued or not matched to the plan | Find your written confirmation and send it with your question. |
What happens after you send it
You send your message through the support form. We handle one ticket per submission, and several tickets sent in the same session are merged into one, so put everything about the charge in a single request and send it once. See one ticket per request for why.
The support team reviews the ticket and follows up. For a billing question, a named person on our team goes through your plan and invoice history with you. They read the proposal wording, compare it with what was invoiced, and tell you what they find. If something was wrong, they say so and explain the next step. If something was correct, they show you where it comes from, so it is not just a verdict.
We do not state timing for replies here, because it varies with the request. If a payment date is close and you are worried, say so in the ticket and give the date. That helps the person prioritize the right detail.
Example: a question written well
Example: A message that gets answered in one reply
Hello, I have a question about invoice 2026-0412 dated 3 September. The line 'Additional landing page, one-off' is 250. I did not expect a one-off line on this invoice. My proposal (page 4, 'Included work') lists monthly updates only, and I cannot find an approval for an extra page. I have linked the proposal and my inbox search for 'landing page'. Could someone go through my invoice history and tell me where this line comes from? Last four digits on the card statement: 4417. Thank you. (These numbers are made up for illustration.) Notice what the message does: it names the invoice, quotes the line, says what was expected and why, links the evidence and asks one clear question. A person can answer it without writing back to ask anything.
Do not include these in your message
If your bank statement shows a charge you do not recognize at all, and the invoice number does not match anything from us, tell us that too. Contact your bank or card issuer as well in that case, because they can see details we cannot. That is general consumer protection, not a statement about any specific charge.
Never put card numbers, security codes, bank account numbers, passwords or login links in a ticket or email. The last four digits of a card are fine, because they only help identify a payment. Anything more is not safe in an email, and we do not need it to answer a billing question. See update payment details.
When to ask us
Ask us whenever a line on an invoice does not match your understanding of the plan, after you have done the four checks above. Open the support form, choose the category Billing or plan question, and send one message with the checklist items. Attach documents as links. A named person on our team will go through your plan and invoice history with you and follow up.
If a term is involved, expect the answer to point you to the wording in your proposal. That is intended: the proposal is the authority, and the person will go through it with you.
