A general customer reference for billing inquiries.
- What information is on my Automox invoice?
- Where can I send questions about my invoice?
- Where can I find Automox’s vendor information?
- What payment methods does Automox accept?
- Why was my payment method rejected?
- How do I enroll in autopay?
- How do I cancel my autopay, but not my subscription?
- I am receiving an invoice every month charging me for additional devices. What is this invoice - does Automox do a monthly true up?
- How do I upgrade/downgrade my plan?
- Am I able to limit the number of devices added to my account?
- Will Automox shut off my account for non-payment?
- My account has been frozen. What should I do?
- How do I cancel my account?
What information is on my Automox invoice?
An invoice is a transactional document reflecting the products and/or services on your contract and serves as a legal record of your business relationship with Automox.
Our typical invoice contains the following topics:
- Basic details of the customer & Automox
- Invoice Number
- Invoice Date
- Invoice Due Date
- Payment Terms
- Products and/or services purchased
- Quantity Purchased
- Subscription term or co-term dates
- Amount Due
- Automox’s Remittance Information
- PO Number (if applicable)
- Sales Tax (if applicable)
Where can I send questions about my invoice?
All billing inquiries including but not limited to invoice questions/clarifications, purchase order submissions, payment remittances, and billing entity changes (contact and address updates) should be routed to invoices@automox.com.
Where can I find Automox’s vendor information?
Our vendor information can be found in Billing Onboarding Forms. This document includes the following:
- A General Reference Guide for all of our company information
- Our 2023 W9
- Our Certificate of Insurance
- Our Bank Verification Letter
What payment methods does Automox accept?
Automox accepts ACH, credit card, checks, and wire transfers as forms of payment. We currently do not accept PayPal, ApplePay, Amazon Pay, prepaid cards, and any cards requiring a PIN number.
Automox utilizes a PCI compliant third-party billing software to store, process, and manage payment card and bank processing information.
Sales-Led Plans (Purchased with a Sales Executive):
- ACH and credit card payments can be made directly using the payment links on your invoice.
- Automox only accepts credit card payments up to $50,000. If you wish to pay an invoice of $50,000 or more, you will need to send an ACH, check, or wire transfer.
- If you prefer to send a check, ACH, or wire directly to our bank, please refer to our Onboarding Document.
E-commerce Plans:
If you have purchased your subscription through the Automox website, you are enrolled in an e-commerce plan. A credit card is required to purchase, and your card will automatically be charged when an invoice is generated.
- You can update your credit card and billing address in the console on the Billing Page of your Account Settings.
Why was my payment method rejected?
Check the following possibilities:
- Your payment method might be rejected if you are trying to pay through PayPal, ApplePay, Amazon Pay, prepaid cards, and any cards requiring a PIN number.
- Your transaction total exceeds $50,000: Automox has a $50,000 limit for credit card transactions and is not able to split payments up.
- The card on file is expired: This can be reviewed in your Automox portal or contact your bank for assistance.
How do I enroll in autopay?
Automox offers autopay for certain subsets of our customers.
Sales-Led Plans:
Unfortunately, at this time, we are unable to accommodate autopay. However, we do offer the option to save your payment details for future invoices. By saving your payment method, you can easily pay invoices or send written authorization to Automox's billing team to process payment on your behalf.
- When you open the online version of your invoice, select the option of “Pay via ACH” or “Pay via Credit Card.” Once you enter your billing details, you will check the box to save your payment method.
E-Commerce Plans:
If you purchased your subscription through the Automox website, you are already enrolled in autopay.
How do I cancel my autopay, but not my subscription?
Automox does not require you to be enrolled in autopay. You are able to switch to manual payments at any time.
E-Commerce Plans:
You must change plans with your account manager to dis-enroll and move to a sales-led plan.
I am receiving an invoice every month charging me for additional devices. What is this invoice - does Automox do a monthly true up?
Every month Automox reconciles your deployed device count against your licensed quantity to account for any expansion devices. An expansion device is defined as any device with the Automox agent installed on the 25th of the month at 10:00 AM UTC over your licensed quantity.
Sales-Led Plans:
Per your contract, Automox will automatically add these expansion devices to your existing licensed quantity and invoice you for the additional devices - prorated from the month of registration through the remainder of your current subscription term.
E-Commerce Plans:
Per the E-Commerce terms of use, Automox will charge you for any expansion devices over your licensed quantity for the month(s) they are deployed. All expansion devices will be charged at the monthly list rate.
- At any time, you can increase your licensed quantity via the Billing Page of the Automox console. By increasing your licensed quantity, you are agreeing to pay for the additional devices for the duration of your subscription term.
How do I upgrade my plan?
If you would like to upgrade your plan or bulk add devices, please reach out to your expansion account executive or email expansion-sales@automox.com. You can find a plan feature comparison here .
E-Commerce Plans:
You can upgrade your plan on the Billing Page of your Account Settings. If you are interested in learning about our Complete plan, please email expansion-sales@automox.com for more details.
How do I downgrade my plan?
Automox does not allow customers to downgrade plan, term, or devices in the middle of a current contract. Changes to your contract can be made at the time of renewal. Please notify your account manager of any intended changes to your existing subscription at time of renewal or by emailing at renewals@automox.com.
Am I able to limit the number of devices added to my account?
Automox offers the option to limit your plan - this does not allow you to add devices over your licensed amount without speaking to your account manager.
- To add a limit to your account, please reach out to your account manager directly or email renewals@automox.com.
Will Automox shut off my account for non-payment?
Yes. Automox makes every attempt to collect payment from our customers. If payment has not been made, your account runs the risk of being suspended for non-payment.
Please ensure payments are made in a timely manner. If you are enrolled in autopay, please verify your payment methods are up to date.
My account has been frozen. What should I do?
Automox makes every attempt to collect payment from our customers. However, Automox reserves the right to suspend account access when a customer does not pay their invoice for services rendered. Remit payment immediately via the links on the past due invoice and email invoices@automox.com with the payment remittance or proof the payment was initiated to get your account reinstated.
How do I cancel my account?
If you are considering canceling your Automox account, please note we require a 30-day written cancellation notice.
- Our Managed Service Provider (MSP) partners are subject to a written 120-day cancellation notice.
To cancel your account, please email cancel@automox.com and await further instructions.
Prior to the last day of your subscription, you should remove the Automox agent from all devices - please refer to this article if you need assistance. Once your account has been canceled, it changes to a free plan.