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The Billing Process in Vtiger

This article will help you understand the billing process in Vtiger CRM clearly.
Rashmi Kashyap
13 Feb, 2023 - Updated 1 month ago
Table of Contents

Introduction to Billing

When you sign up for a free trial of 15 days, you will have complete access to the features in Vtiger CRM On-Demand application. If your free trial ends and you haven’t checked out the product thoroughly, 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 even paying through online portals.

This article will take you through the complete billing process in Vtiger, which will make 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 that you pick the plan that is closest to what you think helps your business. During your trial period, you can still explore the product and see which plan is suitable for your requirements. 

Before you subscribe to Vtiger CRM, you should have complete knowledge of all the apps and the editions that we provide. If you are a new user, you can go to our website and read about different plans and their pricing. 

If you are using 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, here is what you have to do:

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

Note: If you are changing from one edition to another, then workflows will be disabled for those modules not available in the new edition.  

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

Making the Payment

You have chosen the plan and the edition that suits your needs. Let us now move on to the next step that 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 be making the payment. 

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 and the next invoice will be created.
How to make a payment
  1. Click the Billing Details section.
  2. Enter all the necessary information.
  3. Click Save.
  4. Click the Payment Method section. 

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

  • For non-Indian customers

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

  • Pay via debit or credit card

    You can pay using MasterCard, Visa, or American Express cards. You must 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.
  3. Create a PayPal account if you don’t have one.
  • Click here to understand how to configure a PayPal account.
  1. Enter your login credentials if you already have a PayPal account.
PayPal login
  1. Provide payment details.
PayPal review details
  1. Click the Approve button after reviewing the details.

Note: When approving 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 have to 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.
Web Pay

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

The payment will be updated in your account.



  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. While updating payment details, special characters such as ë, ä, !, @, #, $, %, ^, &, *, ~, <, >,:, “, and other foreign languages except English are strictly prohibited.
  3. 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.
  4. If you subscribe, the trial data is transmitted to your paid account.
  5. If you cannot make the payment yourself, you can choose manual payments.  Our customer care representatives will make the payment.
  6. 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.

Here’s how you download invoices:

  1. Click the User Menu icon.
  2. Click the Billing button.
  3. Click the Invoices tab.
  4. 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. Click the User Menu icon.
  2. Click the Billing button.
  3. Go to the Payment Details tab.
  4. 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.


  • You can edit the Country field on the Billing Details page only for the first time.
  • This will help you avoid adding the currency multiple times for a country.

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. 

Replace payment method

  Here are the steps to change the mode payment:

  1. Click on the User Menu icon.
  2. Click on the Billing button.
  3. Go to the Payment Details tab.
  4. Click on the Payment Details section.
  5. Click on the Replace Payment Method button.
  6. Enter your payment details.
  7. 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 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. Click the User Menu icon.
  2. Click the Billing button.
  3. Go to the Payment Details tab.
  4. Click Add/Remove users on your current plan. You will be redirected to the Users page.
  5. In the List View, click the +Add User button on the right side.
  6. 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, then delete the user.

Calculation done by Vtiger

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

  1. Adding users to a monthly subscription

If you add any new users in 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


  1. Adding users in an annual subscription

In case of annual subscriptions, if new users are added, Vtiger will charge prorated fees for the additional users every month. This monthly charge will continue until the end of the annual subscription or until the number of users is reduced back to the subscription level. When the annual term has ended, Vtiger will renew the yearly subscription for all the active users for the next year.

  1. Deleting users

If you suspend or delete a user in the middle of 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 the 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 in the same plan throughout your billing cycle. You can change your existing plan at any point in time. You have the option to either upgrade or downgrade the plan based on your necessity.

Changing the plan

Follow these steps to change the plan:

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

Calculation done by Vtiger

Consider you have subscribed for Sales edition ($12 per user) and wanted to upgrade to 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 Vtiger One edition to 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. You can also export your data before canceling your Vtiger CRM On-Demand service.

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. Click on the User Menu icon.
  2. Click on the Billing button.
  3. Go to the Subscription Details tab.
  4. Click the Cancel Subscription button.
Cancelling a subscription
  1. In the Confirm Subscription Cancellation window, select the appropriate radio button for cancellation feedback.
  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 the CRM.
Submitting the feedback
  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 if you want to activate your canceled 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 have to do a new sign up.

Follow these steps to reactivate your account:

  1.  Click on the User Menu icon.
  2. Click on the Billing button.
  3. Go to the Subscription Details tab.
  4. Click the RE-ACTIVATE button on your current plan.
Reactivating a subscription

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

Troubleshooting Tips

Error message


For credit card payments

  • Your card number is incorrect
  • Invalid request parameter: senderEmail 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 cancellation of your debit or credit card. 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 the 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

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

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