This document aims to address several frequently asked questions (FAQ’s) related to Billing and Payments for Boostlingo customers.
If you are an interpreter: please reach out to your LSC with any billing/payment questions, as these are not managed by Boostlingo.
For all other billing and payment questions, please contact accounting@boostlingo.com
Table of Contents
- How and when will I receive my account’s invoices?
- When is my start date?
- Is my account on Autopay?
- When will my invoice be processed if set up on Autopay?
- Do you charge credit card fees?
- How can I avoid the credit card processing fee?
- Why doesn't the first subscription invoice include the full amount?
- Why do I not have the full number of free minutes in the first month?
- What charges will be shown on my invoice?
- Why is there a small charge on my account from Boostlingo ($0.50)?
- Can I change my billing start date?
- Can I change my net payment terms?
- I see OPI and VRI on my invoice, what do these acronyms stand for?
- Why am I being charged for conference calls?
- When do “after hour” rates start?
- What time zone is the invoice data posted in?
- How do I:
How and when will I receive my account’s invoices?
- Invoices are billed monthly and typically sent within the last half of each month. For Boostlingo On-Demand customers, invoices will typically include an up-front subscription fee for the current month and will also include any usage fees (for overages or ancillary costs) incurred in the previous month (if applicable).
- Invoices are sent from the e-mail address system@sent-via.netsuite.com and typically contain the subject line: “Boostlingo, LLC: Invoice #INV” with the related Invoice Number (example: “Boostlingo, LLC: INV12345”). Please review your spam or junk folder if you do not see invoices sent through our system.
- Note: During the month of an upgrade or downgrade, you may receive two separate invoices during the month the change is effective (one invoice containing the new Subscription amount and another invoice containing the usage charges from the prior month based on prior contract pricing).
When is my start date?
- For new customer contracts and add-ons, the start date is typically the date listed on your signed agreement. However, if your team began using the system (e.g., completed your first call) before the contract start date, your billing start date may reflect the actual first usage date instead.
- For upgrades and downgrades, the start date will be the 1st day of the month following contract execution.
- For pay-as-you-go (PAYG), if customer accepts this plan between the 1st through the 15th of the month, the start date will be the 1st of the month; otherwise, it will be 1st of the next month.
Is my account on Autopay?
- If you provided a Credit Card or ACH banking information during the onboarding process, the account is automatically enrolled in autopay, administered by our payment processor, Stripe. If you want to opt out of the autopay feature, you will need to contact your Account Manager or am@boostlingo.com.
- Please note that we do not accept checks.
When will my invoice be processed if set up on Autopay?
- The invoice payment will be processed by the due date listed on the invoice or earlier, if the customer prefers. Please contact accounting@boostlingo.com if the payment should be processed before the invoice due date.
Do you charge credit card fees?
Beginning in early February 2026, a 3% credit card processing fee will be applied to all payments made by credit card, regardless of the payment amount. The fee is charged at the time of payment, whether the payment is processed through autopay or by using the payment link provided on the invoice PDF or within the monthly invoice email.
How can I avoid the credit card processing fee?
To avoid the 3% credit card processing fee, we recommend switching to ACH payment, which is our preferred payment method. There are two ACH options available:
-
ACH Debit (Preferred)
ACH debit allows us to securely pull payment directly from your bank account. This is our preferred method because it ensures timely and automated payment processing.
Beginning with our updated billing portal launching in early February 2026, you can set up ACH debit by logging into the Boostlingo payment portal and selecting Add Method, then choosing Bank Account and entering your banking information. Your information is securely captured and stored to process payments by ACH. Payments made via ACH debit do not incur any additional processing fees. You can also set up your banking information in the customer billing information portal (https://billing.stripe.com/p/login/6oE8xsb2tfxobU4bII), using the account’s billing point of contact (POC) as the login email. -
ACH Credit
ACH credit allows you to push payment from your bank to ours. While this option is available, it requires you to initiate payment manually each billing cycle, and timing is managed by your team.
If you prefer to pay via ACH credit, please contact our accounting team at accounting@boostlingo.com, and we can provide the necessary banking information so you can remit payment based on your invoice due dates or billing frequency.
For the fastest, most seamless, and fee-free payment experience, we recommend setting up ACH debit through our secure online portal.
Why doesn't the first subscription invoice include the full amount?
Subscription fees are billed on a calendar month basis. If a customer signs up for services after the 1st day of the month, the amount for the first month is prorated based on the number of days in that month
Why do I not have the full number of free minutes in the first month?
The number of minutes included in a subscription package are allotted on a monthly basis. If a customer signs up for services after the 1st of the month, the number of free minutes is prorated based on the number of days in the first month.
Example: Customer signs up for services on November 13, the subscription package includes 300 free monthly minutes. The number of free minutes will be computed from November 13 giving the customer 180 free minutes (18/30 days multiplied by 300) for November, and 300 free minutes for December and each month thereafter.
What charges will be shown on my invoice?
Please note that in addition to monthly subscription charges, your account may be subject to:
Usage charges:
- If your account exceeds its monthly allotted minutes per the contract, or
- If your account uses any services that are not purchased under the related Order Form (i.e., ASL, pre-scheduled minutes, etc.). These additional fees can be found under the Usage Fees section of the Order Form, will be added to the account’s monthly invoice.
- Pre-scheduled call data: Please contact LAD@boostlingo.com for more information regarding pre-schedule call details not included in the invoice data
- For tracking purposes, the account’s usage can be viewed on the customer dashboard. Please use this video link to view more detailed steps for your Dashboard Call logs & Exports.
- Please note that when reconciling customer dashboard usage reports to billing usage reports, a few billing guidelines apply:
- All calls are rounded up to the nearest minute.
- Any calls lasting between 30 seconds and 2 minutes are automatically charged 2 minutes.
- Your account will not be charged for calls lasting thirty (30) seconds or less.
For requests regarding pricing outside of your current agreement, please contact your dedicated Account Manager or am@boostlingo.com.
Sales Tax
- Please note that sales tax is included on the account’s invoices for customers located in jurisdictions where Boostlingo has the legal obligation to pay or collect taxes.
- If your organization is tax exempt, please provide a valid Tax Exemption Certificate upon signing your agreement with Boostlingo or send a valid Tax Exemption Certificate to SalesTaxUpdates@boostlingo.com
- Once Boostlingo has a valid Tax Exemption Certificate on file for the account, future invoices should not include any sales tax. Additionally, if any sales tax was inadvertently charged on a prior month’s invoice, reach out to salestaxupdates@boostlingo.com with a valid Tax Exemption Certificate and the appropriate credit will be issued.
Why is there a small charge on my account from Boostlingo ($0.50)?
- Boostlingo charges a nominal $0.50 charge to verify your payment method during onboarding. The verification charge is non-refundable.
Can I change my billing start date?
- If you prefer a different billing start date then the date agreed to during the onboarding process, you will need to sign a new agreement to change the billing start date, as the date is confirmed during onboarding.
Can I change my net payment terms?
- Our default payment terms are Net 15 and agreed upon in the Order Form. If you want to change your net payment terms, you must request any such change prior to starting services. If you want to change your net payment terms while you are an active customer, you will need to work with your Account Manager or or am@boostlingo.com to request approval from Boostlingo’s finance department and sign a new agreement to reflect the approved payment terms.
I see OPI and VRI on my invoice, what do these acronyms stand for?
- “OPI” means over-the-phone interpreting. “VRI” means video remote interpreting. Please refer to our Customer Terms of Service, which references several definitions as outlined in your Order Form.
Why am I being charged for conference calls?
- Any conference calls will incur a fee per call. The price for Audio and Video Conference calls are typically listed on the Order Form. Please contact your Account Manager or am@boostlingo.com if you have any questions regarding these rates.
When do “after hour” rates start?
- All calls placed on weekends or outside of standard business hours (8:00 a.m. – 8:00 p.m. EST, Monday through Friday) are considered after-hours and will be billed at the applicable after-hours rate.
What time zone is the invoice data posted in?
- The time displayed on the call logs, provided by the accounting department, is in Coordinated Universal Time (UTC).
How do I:
Cancel services?
- Please reach out to your Account Manager or email am@boostlingo.com to get started. Accounts are typically closed in the same month the cancellation request is received. Please note that if your account incurred any usage overage fees prior to cancellation, those charges are billed in arrears, and a final invoice covering those overages will be delivered after the month has ended (e.g., May 2025 usage overages will be invoiced in June 2025). If you have any questions regarding the cancellation of your account, please contact your Account Manager or email am@boostlingo.com.
Obtain a copy of the agreement?
- For a copy of your current Order Form, contact your designated Account Manager or am@boostlingo.com.
Update my payment method?
- To update the account’s payment method, please login to the billing information portal (https://billing.stripe.com/p/login/6oE8xsb2tfxobU4bII), using the account’s billing POC as the login email. **Please note that we do not accept checks. We only accept credit cards, ACH & wire transfers. **
Update my billing address or billing point of contact?
- Please login to the billing information portal (https://billing.stripe.com/p/login/6oE8xsb2tfxobU4bII), using the account’s billing POC as the login email.
Note: Email addresses for billing POC can only be updated once a customer has completed the initial account setup.
View old invoices?
- If you need a copy of an old invoice, please email accounting@boostlingo.com and specify which timeframe you are requesting an invoice for.
Upgrade/downgrade my agreement?
- If you are an existing customer or partner, please contact your designated Account Manager or or am@boostlingo.com to discuss your options to upgrade or downgrade your subscription package.
View my current rates for usage?
- Your usage rates are outlined in your Order Form. Please contact your designated Account Manager or am@boostlingo.com if you need help locating your current Order Form.
Document Translation Services:
- Please contact LAD@boostlingo.com for more information regarding translation services and invoices.