I was charged incorrectly and other billing questions
Where to look first on the billing page, and how to escalate when the invoice and your records don't agree.
Check the invoice first
- Open the workspace and app the charge belongs to.
- Settings → Billing. Scroll to Invoices.
- Open the invoice in question. Compare line items, period and tax against what you expected.
Detailed guidance: Downloading invoices.
Common reasons for unexpected charges
- Plan tier crossed — Active Companies counter passed a tier threshold mid-period. Check the Active companies card on the billing page.
- Annual prepayment — annual plans bill once for the full year. Easy to mistake for a doubled monthly bill.
- Pro-rated upgrade — a plan change mid-period generates a pro-rated catch-up charge.
- Tax / VAT changes — a change in billing address may have flipped your VAT status.
Escalating
Email billing@bont.ai with:
- Workspace name and app.
- Invoice number(s) involved.
- The amount you expected vs. the amount charged.
The billing team can pull the underlying records and reconcile.