Common billing questions

If you’ve ever wondered about how or why you’re billed for your service, then this article answers the most common questions our support team receive.

How can I view the invoice for my service?

Every month we send an email to your registered email address to let you know your invoice is ready. You can then view a PDF copy of your invoice from within your service. To view your invoice:

  • 1. Log into your Sage Business Cloud service.
  • 2. Click on the company drop-down list, then click Manage Business Account.

  • 3. Click Billing & Payment Details.
  • 4. Click the Invoices tab, then click the invoice you want to view.

To view your invoices, you must log in as the owner. The owner is the person who originally signed up and has access to all areas of the service.

If you want to, you can print or save the invoice by opening your browser File menu and choosing the relevant option.

Why is my bill higher than the price shown on your website?

The website price excludes VAT, however, the billable amount includes VAT at the current standard rate for your registered country. This is 20% for the UK, and 23% for Ireland.

If you sign up for a 30-day trial and then enter your direct debit details, your first invoice includes a pro-rata amount for the non-trial period. For example, if you sign up on 15 March, your free trial ends on 14 April. Therefore, your first invoice is generated on 1 May and includes two chargeable periods, 14-30 April, and 1-31 May.

I’ve cancelled my service so why has a payment been taken by direct debit?

The invoice for your service is generated on the first day of each month and covers the period up to and including the end of the month. If you cancel your service on or before the 16th of the month, the invoice for the current month is still payable, and the final payment is taken on this date. If you cancel your service after the 16th of the current month, but before the 1st of the next month, as you’ve already paid for the full month, no further payment is due.

When am I billed for my service?

You are invoiced for your service on the first day of each calendar month and payment is taken by direct debit on the 16th of that month. The invoice covers from the first day of the month up to the last day. Each month, we email you an invoice notification to the email address that you use to access your service and you can view your invoice from the Billing & Payment Details area.

Why am I asked to enter my direct debit details when I log in to my service?

If you signed up for a free 30-day trial, once the trial has expired, to keep using the service, you need to enter your direct debit details. Simply enter your direct debit details and continue using your service as normal. We’ll email you to let you know when your first payment will be taken.

Or, if you decided to Buy Now when you signed up, you’ll need to enter Direct Debit details to start using the service.

If you’ve already paid an annual fee for your service, for further assistance, please contact our support team on 1890 812 811.

I’ve changed my business bank account. How do I update my direct debit details?

Changing your direct debit details is quick and easy. You don’t need to cancel your previous direct debit as Sage does this automatically when you enter your new details. To change your direct debit:

  • 1. Log into your Sage Business Cloud service.
  • 2. Click on the company drop-down list, then click Manage Business Account.

  • 3. Click Billing & Payment Details.
  • 4. Click the SEPA Direct Debit tab, then click Create New Direct Debit and follow the on-screen instructions.

What should I put in the Reference Number box on the direct debit mandate?

You can put any reference number you want here or leave it blank. This is for your own records and isn’t compulsory.

Requesting a copy invoice

You may no longer have access to view your invoices in which case a copy invoice will need to be requested from our Finance Department. You can email them at Ukfinancesubscriptions@sage.com

Please note that in order to provide a copy invoice you would need to provide details of your account number and the invoice number of the document you require. It may take up to 24 hours to respond to requests via email.

If you are an accountant and you pay for your clients

The client invoices that you pay for are available to save or print from within Accounting Partner Edition.

The invoice for your Partner Edition and any bundled licences would be available from your My Sage Account at www.sage.co.uk

If you have any issues logging into your account, please refer to our help article for assistance.

Who do I contact if I have a query about billing and access my service through MyBusinessWorks?

As your access is through MyBusinessWorks, if you have any billing or service access queries, please contact them from www.mybusinessworks.co.uk

If you still have a billing query about your Sage service, please contact Sage support.