Billing status, grace period and reminders

Backoffice tells you about billing problems in three ways: a banner at the top of every page, a grace-period notice when a package is required, and reminder e-mails. This page explains each one, what it does and does not affect, and what to do. It states no amounts. See pricing and your agreement for commercial terms.

What it is

Availability: Availability depends on your plan, role and the modules enabled for your organisation.

Billing signals reach roles that can view billing: the admin role and, when enabled for your organisation, the billing role. Other roles see no banner.

Billing status banner

Backoffice shows at most one banner. It picks the most severe:

A banner only informs. It never blocks a page. The negative-balance and low-balance banners show only when the wallet is enabled for your workspace.

Package grace window

When package billing is enforced for your workspace, the workspace needs one active package. A grace window gives you time to choose one. Package billing is enforced when self-serve purchase is enabled for your organisation. Otherwise the Billing status tab says Package billing is not enforced for this workspace yet: nothing is charged and no page is paused.

The window is a date. Workspaces created through the platform console start with a 30-day window. A platform administrator can extend it. Yours can differ, and the Billing status tab shows the date.

The notice changes as the date nears:

A workspace with an active package is never gated. A Noxtica platform administrator is never gated. If no deadline is recorded for your workspace, the notice says No grace deadline is set for this workspace. and nothing pauses.

What the gate pauses

When the window has ended and no package is active, Backoffice replaces the page you opened with Choose a package to continue, or This workspace needs an active package when you cannot choose one.

• It pauses Backoffice pages. The text says every console page except Billing & Plan and Settings.
• In the code, the pages that stay open are Packages & Add-ons (/billing/packages) and Settings (/settings). Other Billing & Plan pages such as Wallet and Invoices are paused too. Treat the page text as the intent and the list in this paragraph as what the console does.
• Data collection is not affected. The gate lives in the Backoffice console. Collection and the Server API do not read it, so tokens, events, scoring and your API keys keep working.
• Nothing is deleted.

Reminder e-mails

Three reminders run in a daily scheduled job. Each one is enabled separately for your organisation, so you may receive some and not others.

A separate one-time e-mail is sent when an invoice is issued. No reminder cancels a subscription.

Reminders go to every active workspace admin and to the nominated report contact, in English, up to 26 recipients. Each e-mail links to your wallet or invoice. A recipient who is suppressed is skipped. Each reminder is written to the audit log with the user System.

Prerequisites

• The admin role, or the billing role when enabled for your organisation. See Roles and permissions.
• To clear a negative balance: MFA enrolled, so you can pass the step-up check when you add funds.
• To end a gate: wallet funds for a priced package, and the capability to manage billing. If no package can be chosen, you need a platform administrator.

Steps

1. Clear a banner

• Wallet balance is negative or running low: click the button, go to Wallet and add funds. See Wallet, invoices and reports.
• Unpaid invoices: click View invoices, open each invoice with status Unpaid and add funds. A wallet charge for an open invoice depends on your organisation. If you are unsure, ask your account team.
• Hide a low-balance banner for a day with its hide button if you have already planned the top-up.

2. Read the grace state

Go to Backoffice → Billing & Plan → Packages & Add-ons → Billing status. The Package access card gives one of these statements:

• A package is active, so console access is not restricted.
• The grace period ends on with the days left.
• The grace period ended on . Pages are paused.
• No grace deadline is set for this workspace.
• Package billing is not enforced for this workspace yet.

Active packages lists each active package with its Next charge date.

3. Choose a package before the window ends

1. Open the Packages tab.
2. Click Subscribe on a package you can subscribe to. Complete the step-up prompt.
3. Check that Billing status now says a package is active.

Reasons a package may be unavailable are in Plans, packages and add-ons.

4. When no package can be chosen

If every package is on hold or has no price, Backoffice says No package can be subscribed to yet. Only a platform administrator can extend your grace period or assign a package. Contact them and quote your workspace ID. Copy it with the button next to it on the page. A platform administrator extends or sets the window with a recorded reason and cannot set it more than 366 days ahead. You cannot do this yourself.

5. Keep reminders reaching the right people

Nominate a finance address on Backoffice → Integrations & API → Status Reports. Billing reminders use the same recipient list as status reports.

Verify it works

• After you add funds and the payment is confirmed, the negative or low-balance banner disappears on your next page load.
• After you subscribe, the Billing status tab says a package is active and the grace banner no longer shows.
• The audit log shows the reminder rows, for example money.low_balance_warned, with the user System. See Audit log and data export.

Troubleshooting

Related

• Wallet, invoices and reports: add funds, invoices and the report e-mails.
• Plans, packages and add-ons: choose a package and read unavailability reasons.
• Usage, quotas and metering: quota status.
• Audit log and data export: reminder and billing events.
• Terms of Service: fees, billing and payment.