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?
- 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 and add-on contracts, the start date will be the date stated on the agreement.
- 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 Customer Success Manager.
- 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?
- Credit card fees are charged at 3% of any invoice which totals $5,000 and over. This fee is billed in arrears. To avoid the fee, please 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 Debit is our preferred payment method.
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.
- 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.
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 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 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 Customer Success Manager if you have any questions regarding these rates.
When do “after hour” rates start?
- All calls placed on US holidays, weekends, and outside the standard business hours of 8am - 8pm EST, Monday through Friday, are considered after-hours and will be charged the appropriate rate.
What time zone is the invoice data posted in?
- The time displayed on the call logs, provided by the accounting department, is in Pacific Standard Time (PST).
How do I:
Cancel services?
- Contact your designated Account Manager or Customer Success Manager. Please note that we require a 30-day advance notice (or 60 days for annual agreements), as stated in the Term and Termination section of your Order Form. If advance notice is not provided, a final invoice will be charged. Note that the advance notice applies to subscription charges and the customer is still obligated to pay for any usage incurred prior to the cancelation effective date.
Obtain a copy of the agreement?
- For a copy of your current Order Form, contact your designated Account Manager or Customer Success Manager.
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 Customer Success Manager 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 Customer Success Manager if you need help locating your current Order Form.