Billing and Invoices

Outcome

You will know where billing questions fit into normal support, how the TMXIO billing cycle works, and what to gather before escalating an account issue so the response is fast and accurate.

Typical Billing Topics

• Subscription status, including renewals, downgrades, and cancellations
• Invoice access and download links
• Billing portal tasks such as updating the payment method or billing email
• Questions about what a plan includes and how add-ons appear on the invoice
• Tax, VAT, or company-name corrections that need to appear on a future invoice

How the Billing Cycle Works

TMXIO bills on a recurring cycle tied to the date your subscription began. Monthly plans renew on that same day each month. Annual plans renew once a year on the anniversary of the original purchase.

When a plan is changed mid-cycle, the next invoice usually reflects a prorated adjustment for the partial period, followed by the new rate going forward. If an add-on is enabled or disabled in the middle of a cycle, the same proration logic applies to that add-on rather than the base plan.

If the payment method fails, the workspace stays active for a short retry window while TMXIO attempts the charge again. After repeated failures, the account state may change to a restricted mode until the payment is settled. Updating the card or billing email in the billing portal is usually enough to clear that state once the next charge succeeds.

Before You Contact Support

Have this ready

Have the following on hand before you open a billing ticket. Each one shortens the round-trip by removing a clarifying question:

• Workspace name (the same name shown in your TMXIO sign-in)
• Invoice number or the billing date in question
• Date range, if the question covers more than one charge
• Last four digits of the payment method involved (never share the full number)
• A short description of the symptom, for example “missing invoice for March” or “card declined despite valid expiry”

Common Topics

Topic	Where to look	When to escalate
Download an invoice	Billing portal, Invoices tab	Invoice is missing for a period you were charged
Update payment method	Billing portal, Payment methods	Card was updated but next charge still fails
Plan or add-on change	Workspace settings, Plan and capacity area	The plan change did not take effect on the next invoice
Tax or company details	Billing portal, Billing details	The invoice has already issued and needs a reissue
Unexpected charge	Billing portal, Invoices and usage history	You cannot reconcile the charge with your plan or add-ons

Caution

If your workspace shows a restricted or past-due state and a critical site action is blocked, contact support with the workspace name and the invoice number so the account team can prioritize getting service back to normal while the payment is finalized.

What To Do Next

1. Confirm the workspace and plan you are looking at in TMXIO.

2. Open the billing portal and review the most recent invoice and the upcoming renewal date.

3. If something does not match what you expect, gather the items from the checklist above and contact support.