Billing, Invoices & Payments

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An account owner is the only user that has access to any billing-related information in PagerDuty. If you need access to view or change billing, invoice, or payment information for your account, you may find the account owner by going to Configuration → Users and looking for "Account Owner" in the Role column.

Billing Cycle

The PagerDuty billing cycle follows calendar months. Invoices for the current month are issued on the first day of the next month, and credit cards on file will be charged approximately ten days after an invoice is issued.

If you sign up for an account mid-month, your credit card will be charged the full month price for the plan you selected. On the first day of the following month, an invoice will be issued with the monthly charge pro-rated from your signup date to the end of the month. Any remaining balance from the initial credit card charge will automatically be applied to future invoices.

Accessing Invoices

Invoices are automatically sent to the account owner's login email address every month. They can also be viewed at by time by going to Configuration → Account Settings → Invoices.

If another user or a member of your company's finance team would like to receive copies of the invoices each month, you can have them CC'd on all invoice and payment-related emails by going to Configuration → Account Settings.

Under the Billing section, enter the email address for the additional recipient in the Invoice Email field and click Save changes. Multiple email addresses can be entered here, but must be separated by commas.

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This is also where you can add your Purchase Order number, VAT, or company address. Any information entered in the Company Profile section will appear on your future invoices.

User Charges

Your monthly user charge is determined by the highest number of users on your account at any time during the month. A "user" can have any type of role (i.e. limited user, team responder, user, admin, or account owner). Stakeholder users on the Enterprise plan do not count toward the user count for billing purposes.

The number of users you currently have can be found by going to Configuration → Users. If you're the account owner, you can find the highest number of users in your account for the month by going to Configuration → Account Settings.

There is no limit to the number of schedules, escalation policies, services, integrations, extensions, add-ons, or teams that can be added to your PagerDuty account. Also, users can be added to any number of schedules, escalation policies, or teams at no additional cost.

Notification Charges

All PagerDuty customers have access to an unlimited number of email and mobile app push notifications for incidents and alerts, as well as unlimited phone and SMS notifications to numbers in the US and Canada. Customers on our Standard or Enterprise plans also have an unlimited number of international phone and SMS notifications.

If you're on a plan without unlimited international phone notifications, please be aware that all attempts by PagerDuty to call an on-call user are billable. This includes calls with no answer and no voicemail, as well as calls answered by voicemail (full or not).

Overage Charges

Customers without special pricing plans or unlimited international phone and SMS notifications will be charged $0.35 per notification over the number included with their plan.

You can can choose to receive a warning email when your account is near its quota for international notifications by going to Configuration → Account Settings. Under the Billing section, enable the option Contact me when my account nears the monthly limit of notifications and click Save changes.

Updating Credit Card Information

Payment information can be updated by going to Configuration → Account Settings. Click Switch to credit card billing… if you haven't entered credit card information previously and want to switch to paying by credit card, otherwise click Update billing info… if you have entered credit card information previously and just need to enter a new card or billing address.

If a user other than the account owner, or a member of your company's finance team would like to update this information, they can contact PagerDuty Support at 1-650-989-2965 option 2 to update the account's payment card information.

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

Credit Card Authorization Errors

If you receive a credit card authorization error, your new billing information will not be saved until the problem is corrected. In most cases authorization errors are due to address verification failure. 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 not using an old or incorrect 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 this update is completed by your card issuer.

Authorization attempts may also fail if you are:

  • Entering an unsupported card. We accept Visa, MasterCard, American Express, Discover and JCB.

  • Entering an invalid security code. Note that for cards issues by American Express, this is the 4 digit code above the 15 digit card number on the front of the card, not the 3 digit code on the back of the card as with Visa, MasterCard, Discover and JCB cards.

  • Entering an expired card.

  • Entering 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 greater than $1,000 USD.

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

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