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Managing your Vtiger CRM Subscriptions & Billing

This article will help you understand the billing process in Vtiger CRM clearly.
R
Rashmi Kashyap
19 Mar, 2024 - Updated 26 days ago
Table of Contents

Introduction to Billing 

When you sign up for a free 15-day trial, you will have complete access to the features of the Vtiger CRM On-Demand application. If your free trial ends and you haven’t thoroughly tested the product, you can extend the trial for seven more days. 

Are you satisfied with the product? Then go for a paid subscription. Select the edition that suits your business and activate the plan today.

After the payment, the data you entered during the trial period will automatically be transferred to your paid account. An admin can subscribe to Vtiger by making payments using credit or debit cards or through online portals.

This article will take you through the complete billing process in Vtiger, making your payment process more straightforward.

Choosing a Plan

So how do you know which plan is right for you? Is it sufficient to meet your business needs? Is it within your budget? 

We recommend you pick the plan closest to what you think helps your business. During your trial period, you can still explore the product and see which plan suits your requirements. 

Before you subscribe to Vtiger CRM, you should know all the apps and editions we provide. If you are a new user, you can visit our website and read about different plans and their pricing. 

If you use the Vtiger On-Demand trial version, you can access all the modules and features in the CRM. But if you wish to choose another plan, you must follow these steps.

Follow these steps to choose another plan:

  1. Log in to your CRM account.
  2. Click the User Menu on the top right corner of the page.
  3. Click the Billing button. Now you are in the Subscriptions details tab. Here you will see the CRM Plan.
 
 
  1. Click Change Plan to see the following details:
 
 
  1. The number of days left in your trial account.
  2. The current plan you are using.
  3. Monthly or Annual subscription.
  4. Different editions and their pricing.
 
 
  1. Select the app and the edition you want to subscribe to.
  2. Click the Choose Plan button. 
 

Note: If you change from one edition to another, workflows will be disabled for modules unavailable in the new edition.  

 
  1. Click the Activate Subscription button to subscribe to the edition of your choice.
 
 
  1. Click Cancel Subscription to cancel the subscription.


Making the Payment

You have chosen the plan and the edition that suits your needs. Let us move on to the next step, which is paying for the subscription. If you want more information on All-in-One pricing, click here.

After choosing the subscription, you will be redirected to the Payments page, where you will pay. 

Note:

  1. Change in tax charges for Canadian customers (GST/HST and PST/QST)
  2. The State field is mandatory if you are from Canada and must charge taxes for Canada-based customers.
  3. While GST/HST is charged at a central level, the PST/QST is charged at a state level for the following three states.
    1. Quebec - Quebec Sales Tax (QST
    2. British Columbia - Provincial Sales Tax (PST)
    3. Saskatchewan - Provincial Sales Tax (PST)
  4. Therefore, you must enter PST/QST values when selecting these three states. The system displays the Not Available (NA) option for other states and provinces.

Follow these steps to enter your card details to make the payment:

 
  1. Click the Payment Details tab.
  2. Here you will see the following:
    1. Billing Details section.
    2. Payment Method section.
    3. The amount that you will be billed for.
    4. The number of users who can use the product.
    5. The plan that you have chosen.
    6. The date on which the first invoice was generated  
    7. The date on which the next invoice will be created.
 
  1. Click the Billing Details section.
  2. Enter all the necessary information.
  3. Click Save.
 
  1. Click the Payment Method section. 
  2. Select Replace Payment Method.
 
  1. Enter Card details.
  2. Click Add Payment.

We have two different payment methods based on whether you are an Indian or non-Indian customer.


For non-Indian customers

If you are a non-Indian customer, you have the options listed below to finish your payment.


Pay via debit or credit card

You can pay using MasterCard, Visa, or American Express cards. To do so, select the corresponding radio button, provide your card details, and click the Add Payment button.

 

Note:

  • Admin users can view when the card details were added or updated during the billing process.
 

Pay via PayPal

If you would like to pay via PayPal, then follow the instructions:

 

  1. Click the corresponding radio button.
  2. Click the Add Payment button. A Paypal log in page opens.
 
 
  1. Click the login button if you have PayPal credentials.
  2. Click Don’t have a Paypal account section to create one.
 
  1. Provide payment details.
 
  1. Click the Approve button after reviewing the details.
 

Note: When approving a Paypal subscription, Paypal requires an annual limit to be specified beyond which a vendor cannot charge. This limit is set to $2,000. Vtiger will not be able to charge more than $2,000 during the next 12-month period.

After you confirm your subscription and the preferred payment method, you will be billed monthly for the total number of active users in your Vtiger CRM account.

For Indian Customers

If you are an Indian customer, you can now make payments in Indian Rupees (INR). You must first register for Web Pay, after which you will get an email every month. This email contains the invoice details and a payment link to help you complete the payment.

Register for Web Pay

Follow these steps to register for Web Pay:

  1. In the Payment Details tab, view all the billing details.
  2. Click Proceed.
 
 

An email will be sent to your email ID from which you can make the payment.

 

Pay via Instapay

Follow these steps to complete the payment for your subscription:

  1. View your bill details sent in the email.
  2. Click the link in the mail.
 
  1. Review your payment details and click Pay.
 
  1. Enter your billing details - Name, Email ID, and Phone Number. 
  2. Click Confirm.
 
  1. Choose your payment method. You can pay your bill with the following:
    1. Credit Card
    2. Debit Card
    3. Net Banking
 
 
  1. Add your payment details.
  2. Click Checkout.

The payment will be updated in your account.

 

Note:

  1. Your paid subscription will start only after the free trial period is over, even if you activate it early in the trial period
  2. As a non-admin user, you will now receive a notification if the payment made by your organization fails. Earlier, only admins were notified about payment failure. 
  3. The CRM will display the payment failure notification at least two days before account suspension.
  4. While updating payment details, special characters like ë, ä, !, @, #, $, %, ^, &, *, ~, <, >,:, “, and other foreign languages except English are strictly prohibited.
  5. If you decide not to subscribe, your free trial will expire 15 days after the sign-up, and your trial data will be deleted automatically on the 21st day.
  6. If you subscribe, the trial data is transmitted to your paid account.
  7. If you cannot make the payment yourself, you can choose manual payments.  Our customer care representatives will make the payment.
  8. If you have not used the account for over three months and want to cancel the account, a refund will not be given.
  9. Also, please feel free to reach us at billing@vtiger.com if you have any questions on billing.
 

Taxes applied to your invoice

Vtiger will apply a GST of 10% if your business address is in Australia. Whereas, if your business address is in India, then Vtiger will apply a GST of 18%


Downloading the Invoice

Once you complete the subscription process, the Invoices tab is displayed in the billing section to help you download invoices for your payment.

Follow these steps to download an invoice:

  1. Log in to your CRM account.
  2. Click the User Menu icon.
  3. Click the Billing button.
  4. Click the Invoices tab.
  5. In the List View, click the Invoice button on the corresponding record.

The invoice will be downloaded in PDF format.

This is how your invoice will look like:


Editing the Billing Information

Has your address or phone number changed? Don’t worry.

You should know that the billing information you provided at the time of billing is not written in stone. You have the option to change the billing information

if you wish to.

Follow these steps to edit your billing information:

  1. Log in to your CRM account.
  2. Click the User Menu icon.
  3. Click the Billing button.
  4. Go to the Payment Details tab.
  5. Go to the Billing Details section.
 
 
  1. Click the Edit button.
  2. Enter the details.
  3. Click Save.

All the details you have entered will be saved successfully.


Changing the Mode of Payment

Has your credit card expired? Are you wondering how billing will take place now?

In Vtiger CRM, you have the option to change your payment method according to your convenience. 

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Follow these steps to change the mode of payment:

  1. Log in to your CRM account.
  2. Click on the User Menu icon.
  3. Click on the Billing button.
  4. Go to the Payment Details tab.
  5. Click on the Payment Details section.
  6. Click on the Replace Payment Method button.
  7. Enter your payment details.
  8. Click Add Payment.

All the payment details you entered will be saved successfully and used for the billing.

 

Note: You can save only one payment method in the CRM. Multiple payment methods are not allowed.

 

Changing the Number of Users

 

Do you have new employees in your company and want to add them to your Vtiger account?

Have some of your employees no longer been associated with your company; hence you want to delete that user from the Vtiger account?

 

All the above questions will be answered in this section. This section will help you understand how to add or remove users and how Vtiger will charge you if you make any changes to your subscription in between billing cycles.


Adding or removing users

Follow these steps to add or remove users:

  1. Log in to your CRM account.
  2. Click the User Menu icon.
  3. Click the Billing button.
  4. Go to the Payment Details tab.
 
 
  1. Click Add or Remove users on your current plan. You will be redirected to the Users page.
 
  1. Click the +Add User button on the right side in the List View. Add user information.
 
 
  1. Click Save

The user will be added to the plan.

 

Note: To delete a user, you must first suspend the user from the Active Users page, and then delete the user.

To know more about Users, click here.


Vtiger Calculations

Listed below are a few cases that show how Vtiger charges you based on the changes made in the invoice:


Adding users to a monthly subscription

If you add new users between your billing cycles, you will be charged pro-rata for that month, which will be reflected in the next month’s invoice.

 

Let us consider an example to understand the concept

Your billing date is on the 5th of every month. If you add a new user on May 7th, then you will be charged 1.96 in the next month's billing. This will be reflected in the invoice generated on June 5th.

Wondering what is 1.96 and how it is calculated? Read on...

May 5th to June 4th is 31 days. A user is added on May 7th, which is the 29th day. Therefore, the user is billed for 29 days on a pro-rata basis along with the charge of the upcoming month, which makes 0.96+1 = 1.96

Here is the formula for calculation pro-rata charge - No. of days the user is active / No. of days in the month

 

Adding users to an annual subscription

For annual subscriptions, when you add new users, you'll only be charged a prorated amount on the first invoice after they're added. After that, monthly charges apply to the annual price. 

At the end of the year, Vtiger automatically renews the subscription for all active users for the next year.


Deleting users

If you suspend or delete a user during the billing cycle, charges will be dropped from the next invoice.

 

Note: If you delete a user and add the same user on the same day, the automated system will charge you on a prorated basis on the next billing date. 

For more information on this, please contact billing@vtiger.com.

 

Changing the Existing Plan

Do you feel that your current subscription is too much or too little and wish to change it?

 

Vtiger is flexible and will not force you to stay on the same plan throughout your billing cycle. You can change your existing plan at any point in time. You can either upgrade or downgrade the plan based on your necessity.


Changing the plan

Follow these steps to change the plan:

  1. Log in to your CRM account.
  2. Click on the User Menu icon.
  3. Click on the Billing button.
  4. Go to the Subscription Details tab.
  5. Click Change Plan.
 
 
  1. Choose the plan on a Monthly or Annual basis and from these editions:
    • Sales
    • Help Desk
    • Marketing
    • Vtiger One
  2. Now you can activate the subscription for the plan of your choice.


Calculation Done by Vtiger

Consider you have subscribed for the Sales edition ($12 per user) and wanted to upgrade to the Vtiger One edition($36 per user). Your account will be charged the difference in the price for the remaining portion of the current billing period. But if you choose to downgrade from the Vtiger One edition to the Sales edition, your billing process will be carried out on the next billing date.


Canceling a Subscription

You can cancel your paid account anytime you need it. Once you delete your account or instance, the data will be deleted. You can export your data before cancelling your Vtiger CRM On-Demand service.

You can cancel your subscription if it is a paid subscription. It is not available for free editions. You can cancel your subscription for the following editions:

  • Sales Pilot
  • Help Desk Growth
  • Marketing Professional
  • Vtiger One Enterprise
 

Note: Your account will be deleted at the end of the current billing period. Your data will be safe for 3 months and destroyed at the time of the account expiry.

 

Follow these steps to cancel a subscription:

  1. Log in to your CRM account.
  2. Click on the User Menu icon.
  3. Click on the Billing button.
  4. Go to the Subscription Details tab.
  5. Click the Cancel Subscription button.
 
  1. Select the appropriate radio button for cancellation feedback in the Confirm Subscription Cancellation window.
  2. Enter your feedback.
  3. Click Send Feedback and Cancel My Subscription to cancel the subscription.
    •  You can click on Schedule Meeting with CRM Advisor to schedule a meeting via the Appointment page to discuss your queries regarding CRM.
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  1. After submission, you can view your subscription cancellation details.
 

Note: Suspended and closed account users are redirected to the Billing page.


Reactivating the Subscription

If you change your mind and want to activate your cancelled or suspended subscription, Vtiger will allow you to do so. You will have the option to reactivate your account within 15 days of your cancellation, or else you will have to do a new sign-up.

Follow these steps to reactivate your account:

  1. Log in to your CRM account. 
  2. Click on the User Menu icon.
  3. Click on the Billing button.
  4. Go to the Subscription Details tab.
  5. Click the RE-ACTIVATE button on your current plan.
 

Your account will be reactivated to the plan you previously subscribed to. 

Deleting Account or Instance

The data will be deleted when an account or an instance is deleted. In order to prevent the customer from accessing data, Vtiger has the export data option.

  • The data will be deleted when the instance is deleted.
  • Customers can export the data from Vtiger using the export feature.
  • If it is a paid customer, the customer can request for backup SQL file before deleting the account.

Troubleshooting Tips

 

Error message

Reason

For credit card payments

  • Your card number is incorrect
  • Invalid request parameter: sender email cannot be blank
  • This transaction cannot be processed - Please enter a valid debit or credit card number and type.

These errors are due to the change in your card number, card expiry, or debit or credit card cancellation. Please update your card details to fix these errors.

  • Your card does not support this type of purchase

Some cards have restrictions on cross-border usage. If you try to use a domestic card for international transactions, you might get this error message. In this case, contact your bank to see if they have imposed restrictions on international transactions.

To change the mode of payment, read this section.

  • Your card was declined

Please contact your bank to approve the transaction. Our transaction originates from the US with the name ‘Vtiger CRM On Demand’. Banks block international transactions for suspicion of fraud. A call to your bank will take care of this.

For PayPal payments

  • Paypal re-authorization required

You might see an email with this message if your PayPal payment has failed. It indicates that the total of all charges since the previous authorization has exceeded $2,000, or 12 months have passed since the last authorization. 

When you approve a payment, we set the maximum amount limit before the next approval is required to $2,000, so that we don’t have to bother you with authorization each month. To resolve this, you will need to authorize the payment again in Paypal. You would need to do the authorization if the last approval was done over 12 months ago.

 

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