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Frequently Asked Account & Billing Questions

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Overview

This guide contains frequently asked questions regarding your workplace account’s plan and billing.

Admins can view and adjust the plan and billing information by logging into their profile from a computer, hovering over Gear then selecting Billing Account & Billing. Account and billing button

Frequently Asked Questions

Your Plan

How much does it cost to use When I Work?
The cost is based on the plan selected, the number of seats purchased, and whether you choose to be billed monthly or annually.  For more information on pricing, see Change Your Plan
Who can make plan changes to a workplace account?
Any user with the admin role can access the Account & Billing page. Admins can upgrade or downgrade a plan, add or remove seats, update billing information, and access invoices. Each account can support up to three admins.
When purchasing a plan, who counts as a user?

A user is anyone with a login to your workplace account. This includes admins, managers, supervisors, and employees.

Depending on your plan, you will be billed in bundles of five or 10 seats. For example, if you have 23 users and you are in plans billed in bundles of five, you will be billed for 25 seats.

Can I adjust the number of seats on my plan?

Yes. Workplace accounts on a monthly billing cycle can add or remove seats at any time. 

Annual accounts can add seats at any time, but can only remove seats within the 30 day renewal period.

Can I change plans at any time?

If the workplace account is on a monthly billing cycle, the plan can be changed at any time.

Accounts on an annual billing cycle can upgrade plans at any time for a prorated amount. Annual accounts can downgrade within 30 days of their renewal date.

Will I incur fees if I change my plan?
A prorated payment will be applied for any upgrade of your plan or seats. Monthly accounts can be downgraded at any time, but credits for downgrading are not offered.
Question Answer
How much does it cost to use When I Work? The cost is based on the plan selected, the number of seats purchased, and whether you choose to be billed monthly or annually.  For more information on pricing, see Change Your Plan
Who can make plan changes to a workplace account? Any user with the admin role can access the Account & Billing page. Admins can upgrade or downgrade a plan, add or remove seats, update billing information, and access invoices. Each account can support up to three admins.
When purchasing a plan, who counts as a user?

A user is anyone with a login to your workplace account. This includes admins, managers, supervisors, and employees.

Depending on your plan, you will be billed in bundles of five or 10 seats. For example, if you have 23 users and you are in plans billed in bundles of five, you will be billed for 25 seats.

Can I adjust the number of seats on my plan?

Yes. Workplace accounts on a monthly billing cycle can add or remove seats at any time. 

Annual accounts can add seats at any time, but can only remove seats within the 30 day renewal period.

Can I change plans at any time?

If the workplace account is on a monthly billing cycle, the plan can be changed at any time.

Accounts on an annual billing cycle can upgrade plans at any time for a prorated amount. Annual accounts can downgrade within 30 days of their renewal date.

Will I incur fees if I change my plan? A prorated payment will be applied for any upgrade of your plan or seats. Monthly accounts can be downgraded at any time, but credits for downgrading are not offered.

Billing and Payment

When and how will I be billed?

Workplace accounts on a monthly billing cycle are automatically billed on the same day each month. The billing date is based on when the plan was purchased. For example, a monthly account purchased on January 12th would be paid on the 12th of each month – February 12th, March 12th, and so on. Plans purchased on the 29th, 30th, or 31st are billed on the 28th.

Annual accounts can be manually renewed within 30 days of their expiration date. The expiration date is one year ahead of the date of the initial purchase. For example, an annual plan purchased on March 27th, 2022 expires on March 27th, 2023. It can be renewed between February 25th, 2023 – March 27th, 2023 to a new expiration date of March 27th, 2024.

Accounts on both monthly and annual billing cycles can be paid with a credit card.

How does an annual billing cycle work?

Workplace accounts on an annual billing cycle pay for a 12-month subscription in advance for a discounted rate. These accounts must be manually renewed within 30 days of when they expire.

Annual accounts can be upgraded for a prorated payment but cannot be downgraded until they are due for renewal. For a step-by-step guide on renewing your plan, see Renew Your Annual Plan.

My business is exempt from sales and use tax in our state. Can we make our account tax-exempt?
Yes. Our Customer Care team can assist with this! Please send us a copy of your state tax exemption form to support@wheniwork.com or submit a ticket with our Customer Care team here.
Our workplace is based outside of the United States. Will we be charged sales tax?
No. We do not currently charge sales taxes for workplace accounts located outside of the United States.
My card was declined. What can I do?

Payments are most often declined by the payer’s bank. We recommend contacting your bank to ensure that payments to When I Work are authorized.

If you see declined payments even after contacting your bank, please reach out to our Customer Care team at support@wheniwork.com or submit a ticket with our Customer Care team here.

Can I get a refund for my account?
When I Work does not offer refunds as stated in Section 7C of our Terms of Service.
Question Answer
When and how will I be billed?

Workplace accounts on a monthly billing cycle are automatically billed on the same day each month. The billing date is based on when the plan was purchased. For example, a monthly account purchased on January 12th would be paid on the 12th of each month – February 12th, March 12th, and so on. Plans purchased on the 29th, 30th, or 31st are billed on the 28th.

Annual accounts can be manually renewed within 30 days of their expiration date. The expiration date is one year ahead of the date of the initial purchase. For example, an annual plan purchased on March 27th, 2022 expires on March 27th, 2023. It can be renewed between February 25th, 2023 – March 27th, 2023 to a new expiration date of March 27th, 2024.

Accounts on both monthly and annual billing cycles can be paid with a credit card.

How does an annual billing cycle work?

Workplace accounts on an annual billing cycle pay for a 12-month subscription in advance for a discounted rate. These accounts must be manually renewed within 30 days of when they expire.

Annual accounts can be upgraded for a prorated payment but cannot be downgraded until they are due for renewal. For a step-by-step guide on renewing your plan, see Renew Your Annual Plan.

My business is exempt from sales and use tax in our state. Can we make our account tax-exempt? Yes. Our Customer Care team can assist with this! Please send us a copy of your state tax exemption form to support@wheniwork.com or submit a ticket with our Customer Care team here.
Our workplace is based outside of the United States. Will we be charged sales tax? No. We do not currently charge sales taxes for workplace accounts located outside of the United States.
My card was declined. What can I do?

Payments are most often declined by the payer’s bank. We recommend contacting your bank to ensure that payments to When I Work are authorized.

If you see declined payments even after contacting your bank, please reach out to our Customer Care team at support@wheniwork.com or submit a ticket with our Customer Care team here.

Can I get a refund for my account? When I Work does not offer refunds as stated in Section 7C of our Terms of Service.

Account Management

Are plan seats automatically adjusted as we add and remove users?

No. The number of seats on your plan is not automatically adjusted when adding or archiving profiles on the Employees page.

The number of seats on the plan can be adjusted by admins. For a step-by-step guide on adding or removing seats, see Add Seat to a Plan.

We don’t need to use our account for a few months. Can we pause the subscription?

Workplace accounts on a monthly billing cycle can be hibernated. An admin can hibernate a monthly account to suspend billing and temporarily deactivate the account. It can be reactivated after a minimum of 30 days. For more information on hibernation, see Hibernating Your Account.

Accounts on an annual billing cycle cannot be hibernated. We recommend monthly billing if your team will not use your account all year.

Our Admin is no longer with our business. How can we manage our account?
Our Customer Care team can assist you! Please reach out to us at support@wheniwork.com or submit a ticket with our Customer Care team here. 
What happens if I cancel my plan?

If you cancel your plan, you will lose access to your account immediately. We recommend waiting until before your next billing date to cancel to make the most of your account.

In addition, please export any data you need prior to cancellation. See Can I Export My Data? for more information. When I Work does not offer refunds for unused portions of canceled plans.

Can I restore my canceled account?
Yes. Our Customer Care team can assist you! Please reach out to us at support@wheniwork.com or submit a ticket with our Customer Care team here.
Question Answer
Are plan seats automatically adjusted as we add and remove users?

No. The number of seats on your plan is not automatically adjusted when adding or archiving profiles on the Employees page.

The number of seats on the plan can be adjusted by admins. For a step-by-step guide on adding or removing seats, see Add Seat to a Plan.

We don’t need to use our account for a few months. Can we pause the subscription?

Workplace accounts on a monthly billing cycle can be hibernated. An admin can hibernate a monthly account to suspend billing and temporarily deactivate the account. It can be reactivated after a minimum of 30 days. For more information on hibernation, see Hibernating Your Account.

Accounts on an annual billing cycle cannot be hibernated. We recommend monthly billing if your team will not use your account all year.

Our Admin is no longer with our business. How can we manage our account? Our Customer Care team can assist you! Please reach out to us at support@wheniwork.com or submit a ticket with our Customer Care team here. 
What happens if I cancel my plan?

If you cancel your plan, you will lose access to your account immediately. We recommend waiting until before your next billing date to cancel to make the most of your account.

In addition, please export any data you need prior to cancellation. See Can I Export My Data? for more information. When I Work does not offer refunds for unused portions of canceled plans.

Can I restore my canceled account? Yes. Our Customer Care team can assist you! Please reach out to us at support@wheniwork.com or submit a ticket with our Customer Care team here.

 

Updated on July 26, 2022

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