When a client's bill is not quite right

How to bill each client for exactly what they use

Set a new rate for some seats. Keep spare seats off the bill. Add a per-seat plan to a flat plan. Each client pays for what it uses.

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How to do it

  1. Open Billing > Service Plans and see how your plans are grouped.

    Plans are grouped by type. The types are Core, License and Add-On. You may have a custom type too. Inactive plans show in a group named, for example, Core - Inactive.

  2. Open the plan and pick Recurring Items on the left side bar.

    Each Base Product line has a Base price per period and a Quantity Basis. The Quantity Basis says what the line bills for. It can be users or devices. Under each line, the Pricing Tiers area shows the Base rate until you add a tier.

  3. Click Add Tier under the line to give some seats a different rate.

    A tier is a second named rate on the same line, such as Part-Time or VIP seat. Each tier has a Quantity Basis, a Price Diff and a Value. Price Diff is Absolute, Dollars off, Percent off, Dollars above or Percent above. The steps for tiers are in the first link below.

    Note: Do this on a copy first. Duplicate plan copies the lines and the pricing tiers, but not the subscribed clients.

  4. Open the client and go to its Exemptions page.

    Tier assignments is the first card. The other cards are for seats and devices.

  5. In Tier assignments, click Assign to tier.

    Pick a user or a device, then the pricing tier. Anyone you do not assign bills at the base rate.

  6. In License seat exemptions, click Exclude seats for seats you own but should not bill.

    Give a count and a reason. Those seats come off that license's billing count.

  7. Mark spare devices on the Devices card.

    The card is called Device billing exemptions. Each marked device comes off the client's device count.

  8. Check the next invoice, not the last one.

    Remove a tier or exemption and the seat bills at the base rate on the next run. The invoices you already sent do not change.

  9. For a per-seat Add-On beside a flat Core plan, or a hand-set count, use the plans guide.

    Five ways to use service plans covers an Add-On plan, Manual - No Audit and Roll up to Core invoice. It is the last link below.

The pages behind each click

What you will have

  • Give part-time or VIP seats their own rate on a plan line with a pricing tier.
  • Move a user or device onto that tier from the client's Exemptions page.
  • Leave spare seats, lab machines and your own admin seat off the bill.
  • Stack a per-seat add-on beside a flat Core plan.
  • Test every change on a copy of the plan first.

Why it works this way: How to bill each client for exactly what they use

A tier and an exemption do two different jobs. A tier changes the rate for a seat. An exemption takes the seat off the count. Pick the one that fits the seat.

Both live on the client, not on the plan. The plan holds the tier. The client's Exemptions page says who is on it. Two clients on one plan can bill in two ways.

A change reaches the next invoice, not the last one. Remove a tier or an exemption and that seat bills at the base rate on the next run.

If it did not work: How to bill each client for exactly what they use

  • If a seat still bills at the base rate, check two things. It must be assigned on the Exemptions page. The tier must sit on the line that seat bills under.
  • If an exempt seat still shows on the bill, remember the change starts at the next billing run.
  • If the plan will not let you change its currency, a client subscription already holds it. The field says how many.

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Last validated 2026-11-04

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