Manage your PagerDuty account's subscription, billing, and user licensing. Learn more about updating subscription plans, accessing invoices, managing user charges, and keeping payment methods current. Whether you're adjusting your license count, updating billing contacts, or exploring flexible licensing options, this article walks you through each step to ensure accurate billing and streamlined account administration.

🚧

Required User Permissions

• The Account Owner is the only user that has access to billing-related information in PagerDuty.
• For accounts that were created from 2023 onwards, both the Account Owner and Global Admins can add user licenses.
  • If your account was created prior to 2023, only Account Owners will be able to add user licenses by default. You can, however, request that Global Admins also have access to add user licenses. Please have your Account Owner contact our Support team if you would like this functionality.
• If you need access to view or change billing, invoice, or payment information for your account, you can find the Account Owner by going to People Users and looking for Account Owner in the Role column.

Pricing Plan Subscription

All PagerDuty accounts are subscribed to a pricing plan. Your pricing plan determines which features are available, and it affects your invoice amount. You can manage your pricing plan, along with user licenses, add-ons and billing in the web app by navigating to User Icon Subscriptions.

Upgrade Your Pricing Plan Subscription

1. Navigate to User Icon Subscriptions.
2. In the Subscription Details card, click Upgrade Plan.
3. Select one of the available plans, review and update the purchase details as needed, and then click Complete Your Purchase.

Downgrade Your Pricing Plan Subscription

To downgrade your pricing plan, please reach out to our Sales team for assistance.

View Invoices

Invoices automatically send to the Account Owner's login email address every month. The Account Owner can also view them at any time in the web app:

1. Go to User Icon Subscriptions.
2. In the Invoice section, click View your Invoice.

A list of invoices will display, with the most recent at the bottom. You can view and download a specific invoice by clicking the invoice title.

For questions regarding your invoice amount, please contact our Billing Team.

Invoice Address

If you need to display a separate address on your invoices:

1. As the Account Owner, navigate to User Icon Account Settings and select the Account Settings tab.
2. In the Update Payment Information section, click Update Billing Information.
3. With the Billing Contact Information tab selected, enter the new contact information that you’d like to be shown on invoices.
4. Click Update.

Invoice Emails

If another user or a member of your company's finance team would like to receive copies of invoices each month, the Account Owner CC themon all invoice and payment-related emails.

1. Go to User Icon Account Settings and select the Account Settings tab.
2. Under the Billing Notifications section, enter a comma-separated list of the email addresses in the Invoice Email Notifications field.
3. Click Save Changes.

User Charges

For accounts with month-to-month pricing plans, your monthly user charge is determined based on the highest number of full users (i.e., all users roles other than Stakeholder or Limited Stakeholder) in your account at any time during this month or in prior months. In order to reduce your billable license count for any subsequent months, you must reduce your license count. Account Owners can also set a Full User Limit which defines the maximum number of users allowed on the account.

👍

Annual Plans

If you anticipate consistent usage, an annual plan may be a good option which offers cost savings over monthly plans. Please contact our Sales Team or see our pricing page for more information.

Reduce Your PagerDuty License Count

Account Owners can decrease the number of purchased licenses by submitting an email request to [email protected] with the desired number of user licenses.

Please note the following:

• Changes will reflect on the following month's invoice.
• To ensure accurate billing, the number of active users in your account must match the requested seat count. Removing or deleting user accounts will not automatically adjust your monthly charge.

The following resources offer more information about removing users:

• Delete Users
• User Offboarding
• PagerDuty University User Deprovisioning Course

Flexible Licensing

Flexible Licensing allows account administrators to quickly understand which licenses are assigned to each user, and how many license types have been deployed. Flexible Licensing makes no changes to your existing license assignments, provides a graphical update to your Users page, and offers the following beneficial changes:

• Manage user licenses on the Users page.
• Removes role assignment from the individual user details page.
• Manage licenses on Your Subscription page page. The plan details and billing summary will show multiple base licenses where applicable on this page.n .

Manage Licenses on the Users Page

Manage user licenses from the Users page by navigating to People Users. For more information please read our Manage Users article.

Manage Licenses on Your Subscription Page

Customers with multiple flexible license products (e.g., Incident Response and Customer Service Ops) can manage and view license data by navigating to User Profile Subscriptions.

Purchase Licenses

Account Owners:

1. Navigate to User Icon Subscriptions Add More Users.
2. Click the to increase the number of licenses and then click Add More Users.

Admins or Global Admins:

1. Navigate to People Users.
2. Click Add Users in the top right corner of the page.
3. Enter the user's Name (first and last) and Email Address.
4. Select the type of License you would like the user to have.
5. Select the desired Role for the user.
6. Optional: If your account has access to the Teams feature, select a Team from the dropdown.
7. Click Add. If you are adding more than one user, repeat steps 2-7.

This will co-term more users for your annual plan with a prorated amount based on when your annual subscription completes.

Other objects in your PagerDuty account, such as schedules, services, integrations, extensions, add-ons, and Teams, do not have an effect on billing. In other words, you can add users to any number of schedules, escalation policies, or Teams at no additional cost.

Stakeholder Users

Stakeholder users are billed at a different rate than other users, and are typically purchased in tiered bundles of users. For more information, please contact our Sales team for pricing details.

You can also read more about Stakeholders’ capabilities in our Advanced Permissions article.

Add Stakeholder Users

To purchase a Stakeholder bundle in the web app:

1. Navigate to User Icon Subscriptions.
2. In the section Include Your Stakeholders, make a selection from the Stakeholders dropdown and click Add Stakeholders.
3. Make a selection whether you require a purchase order and click Complete Purchase.

PagerDuty AIOps Consumption Based Pricing

PagerDuty is committed to providing customers with the best value and ROI. With that in mind, PagerDuty AIOps is licensed per accepted event. Accepted events are any valid events that are sent to and processed by PagerDuty via email integration or API with a successful 2xx response. The number of events should correlate with the number of 2xx responses a customer receives back from the Events API.

This means that all events we accept are counted, including:

• Events sent to Events API v1, Events API v2, x-ere, etc.
• API events sent to a service key or a Global Orchestration
• Email events
• Trigger, resolve, acknowledge event actions
• Deduplicated or suppressed events
• Events sent to a service in maintenance mode
• Events sent to a disabled service
• Redundant resolves where a service continues to send resolves on the same incident
• Events that are later dropped due to rules or customer event transformations

Events that are not counted include:

• Events rejected at the API due to a rate limiting, throttling or an error
• Events sent to deleted routing keys (integrations or orchestrations) — these do receive a 2xx response for security reasons
• Change events
• REST API calls
• Incidents created through the REST API

Purchase Orders

The Account Owner can add a purchase order number to invoices during the checkout process:

1. Go to User Icon Subscriptions.
2. In the section Add More Users, update the new number of full users.

3. Click Add More Users.
4. Under Do you require a purchase order for this order?, select YES.
5. Enter your purchase order number.
   • Optional: If you do not have a purchase order on hand, you may select Not Available to complete the purchase now and provide a purchase order number later.
6. Click Complete Purchase.

Notifications

Customers on all modern pricing plans have access to unlimited worldwide push and email notifications, and should not expect incident notifications to affect their billing amount. Customers on our Professional, Business, Enterprise for Incident Management and Digital Operations (Legacy) plans also have an unlimited number of international SMS and phone notifications, while Free accounts can use 100 SMS and phone notifications per month.

Update Credit Card Information

The Account Owner can update credit card information in the web app:

1. Navigate to User Icon Subscriptions.
2. In the Billing Summary section, select Update your Billing Address or Credit Card Information.
3. Select the tab Credit Card Details and enter the new credit card information.
4. Click Update.

If you have a past-due invoice, we will automatically attempt to use the newly added card to pay its balance within 24 hours.

📘

Security Note

PagerDuty Support will never call you asking for credit card information over the phone.

Additionally, Support is not authorized to update credit card details over the phone or via other channels. Please follow the steps above to update your credit card information.

Credit Card Authorization Errors

If you receive a credit card authorization error, your new billing information will not save until you correct the problem. In most cases, authorization errors are due to issues verifying the address. PagerDuty verifies all billing information with your card issuer, so you may receive an authorization error even if the card has been accepted by other merchants who do not use address verification. Please make sure that you are using a current address, and that the postal code is correct as well.

If you recently updated your address with your card issuer and the card information you enter is not accepted by PagerDuty, please try again at a later time. Some card issuers take up to 72 hours to update your address, meaning address verification attempts will fail until your card issuer completes the address update.

Authorization attempts may also fail if you:

• Enter an unsupported card. We accept Visa, MasterCard, American Express, Discover and JCB.
• Enter an invalid security code.
  • This is the 3 digit code on the back of the card if using Visa, MasterCard, Discover or JCB; or the 4 digit code above the 15 digit card number on the front of the card if using American Express.
• Enter an expired card.
• Enter a card that has not yet been activated with the issuer.

Annual Billing via Invoice

We allow payment via invoice (as opposed to credit card) for yearly prepayment plans.

Please contact our Sales team for a quote if you are interested in paying yearly instead of monthly.