Invoices & Billing Basics
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 invoice questions, remittance confirmations, onboarding documents, sales tax exemption forms, and contact or address changes should be sent to invoices@automox.com. This central address ensures that your request is routed to the right team.
Where do I send questions about my contract?
All contract questions, including; subscription duration, renewal period, and subscription details, you can reach out to your account manager for assistance.
If I am on a yearly subscription billed annually, why did I receive a monthly invoice?
One invoice covers your base annual subscription invoice; the second reflects any additional overages (expansion devices) that exceeded your licensed quantity during the month. Contact your account manager if you’d like to increase your license count to avoid multiple invoices.
Can I add a server limit to my account to avoid overages and usage charges?
Yes, you can reach out to your account manager to request a server cap be placed on your account.
Why doesn’t my final invoice match my Purchase Orders (PO’s) and expansion quote?
Per the Automox quote terms, orders are billed upon receipt of acceptance. Quotes or Purchase Orders (PO’s) submitted after the original expansion quote date will be prorated based on the valid expansion date received. Applicable sales tax may also be included.
What serves as proof of delivery?
Since Automox is a SaaS service, your invoice is the legal proof of delivery.
Where can I find Automox vendor information like W9 or bank information?
Request our onboarding forms at invoices@automox.com (includes company reference guide, signed W‑9, Certificate of Insurance, and signed bank verification letter).
Why am I receiving an invoice for a new subscription if my previous subscription period has ended?
If you do not cancel your subscription at least 30 days prior to the renewal date, your account may be automatically renewed for the next billing cycle in accordance with the subscription contract’s auto-renewal policy.
Payments & Autopay
What payment methods does Automox accept?
Automox accepts ACH, wire transfer, credit card (surcharge may apply), check payments, We do not accept PayPal, Apple Pay, Amazon Pay, prepaid cards, or cards requiring a PIN.
Where do I send checks to?
Checks can be sent to our lockbox remit to address, Dept CH 14501, Palatine, IL, 60055.
Can I pay by credit card? Is there a limit that I can pay up to? Are there fees associated?
You can pay any invoice via credit card, and there is no maximum limit. However, surcharges may apply.
Starting September 15, 2025, all invoices will include updated Stripe payment links. A 2.9% surcharge will apply to credit card payments (based on state laws) for invoices that are $3,000.00 and greater, and are based on the bill to address. There is no dollar limit to pay via credit card. Customers can avoid surcharges by paying via ACH. Customers in certain states may be exempt from surcharges due to state restrictions.
In addition to Automox surcharges, your credit card provider may also assess its own fees.
Why was my payment method rejected?
Payments may fail for a few common reasons. The most frequent are using an unsupported payment method, having insufficient funds available on the saved card, or attempting payment with an expired card. If your card has expired, you can update it directly through your console or by opening your invoice and entering your new card details.
How do I enroll in AutoPay?
If you are on a sales led plan, you can opt in to autopay by selecting the “Click to Pay Invoice” button on your invoice, entering your details, and selecting opt into autopay. If you are an e-commerce customer, autopay is required and your stored card will be charged whenever invoices are generated.
How do I cancel autopay but keep my subscription?
Customers on custom plans (sales led) can cancel autopay by emailing invoices@automox.com. Please allow for up to 30 days for your cancellation of your autopay to be processed.
E-commerce customers cannot turn off autopay directly since credit cards are required for purchase.
Do you enroll in third‑party payment portals (Ariba, Bill.com, etc.)?
Automox can provide documentation (Automox onboarding forms) but cannot make updates directly inside external portals due to security compliance reasons. Portal updates must be completed by your team, unless confirmed otherwise directly from the Automox billing team.
Taxes
Where do I send a sales tax exemption certificate?
Email your current certificate to invoices@automox.com. Once received and validated, the exemption will be applied to invoices starting with that validation date.
Can I get a refund for sales tax on prior invoices?
We can refund tax on invoices issued in the current month once a valid certificate is provided. Unfortunately, we cannot refund sales tax for invoices from prior months.
Can I update my ship to address or bill to address?
Once address changes are provided to invoices@automox.com, we will apply the new address to all future invoices, but we are unable to update invoices in prior months.
What forms are required for tax exemption?
The certificate must be signed, current, and appropriate to your jurisdiction and organization type. For example, resale, nonprofit, or government entities will each need the correct form as required by their state Department of Revenue. Automox is unable to provide or prepare these forms on your behalf, so please work with your internal tax or finance team to ensure the correct documentation is submitted.
Plans, Devices, and Expansion
Direct Customers
How am I billed as a Direct customer? How do annual or multi-year contracts and billing work?
- Annual Contracts: Billed upfront with an Automox quote based on the committed quantity. Any usage above the commitment is measured on the 25th and invoiced as overages, unless you choose to place an expansion order before the 25th. Expansion orders are co-termed and billed for the remainder of the subscription period.
- Multi-year Contracts: Billed either upfront or annually with an Automox quote based on the committed quantity. Any usage above the commitment is measured on the 25th and invoiced as overages, unless you choose to place an expansion order before the 25th. Your expansion will be billed for the remainder of the subscription (not just remainder of annual commit, but total subscription contract length) in alignment with the original billing terms (annual, upfront).
Can I see and pull my Automox invoices from my Automox Dashboard?
Customers on custom plans (sales led) invoices are emailed from our ERP system (NetSuite) due to custom subscription plans and terms, and are not available in the dashboard.
E-Commerce customer invoices can be downloaded directly from your AX Dashboard.
Managed Service Providers (MSPs)
How am I billed as an MSP customer? How do annual or multiyear contracts and billing work?
- Annual Contracts: Billed upfront or monthly with an Automox quote on committed quantity (subject to a minimum). Overages above commit, measured on the 25th, are billed for that month only (not co‑termed) at 1.2x rate (or negotiated overage rate). To avoid 1.2x rate, place an expansion order with your account manager prior to the 25th of the month.
- Multi-year Contracts: Billed either upfront or annually with an Automox quote on committed quantity (subject to annual minimum). Overages above commit, measured on the 25th, are billed for that month only (not co‑termed) at 1.2x rate (or negotiated overage rate). To avoid 1.2x rate, place an expansion order with your account manager prior to the 25th of the month.
E‑Commerce Customers
How am I billed as an E-Commerce customer? How do annual billed monthly or monthly billed monthly contracts and billing work?
- Annual billed monthly contracts: Commit to a licensed quantity for a year; if deployed devices exceed the commit as of the 25th, overage is invoiced monthly at 1.25x your contracted/base rate and does not co‑term. First month is prorated to the 25th; subsequent billing on the 25th.
- Monthly billed monthly contracts: Usage‑based; billed monthly in arrears on deployed devices as of the 25th (10:00 UTC). Exclusively offered for E-Commerce customers only.
Can I downgrade or upgrade my E-Commerce subscription?
To downgrade your E-Commerce subscription, please work with your account manager at renewal to discuss further.
Upgrades to your plan or term can be done through the Billing tab of your Dashboard.
What does Automox use as a billable metric for your monthly invoice?
Your subscription to the Automox platform allows you to install the Automox agent on a specific number of devices (referred to as an installed device). Automox uses the installed device count as of the 25th of the month at 10:00 AM UTC to invoice you for the usage for the month.
How can I request an expansion as an E‑Commerce customer?
As a self-service customer, you can increase license quantity directly in the console to add endpoints to the subscription at your base rate. If any organic growth occurs, overage endpoints billed monthly at 1.25x your contracted/base rate based on the 25th snapshot; not co‑termed.
How can I update my billing information if I’m an e-Commerce customer?
You can view and manage your company details. Click the Billing tab to edit the following information:
- Company Name
- Country (If your country is not listed, contact sales@automox.com)
- Address
- City
- State (only required for US addresses)
- Zip/Purchase Orders Postal Code
Can I see and pull my Automox invoices from my Automox Dashboard?
E-Commerce customer invoices can be downloaded directly from your AX Dashboard.
Customers on all other plans have invoices emailed from our ERP system (NetSuite) and are not available in the dashboard.
Device Usage
What is the difference between my installed quantity and my licensed quantity? How do I find those numbers?
Your installed quantity is the number of devices with the Automox agent installed. Your licensed quantity is the number of devices that Automox has allocated to your subscription and invoiced you for.
You can find your current installed and licensed quantities on the Billing Page of your console.
What types of notifications will we receive?
You will see a notification on the main dashboard & Billing page of your Automox console when your current device count is above your installed quantity.
If you have a limit on your account, you will see a notification when you have reached your limit advising you to contact your account manager if you need to expand.
How often will the Total Devices number update?
Every hour.
How often does the Device Usage table update?
The top row of the Device Usage table will update to the net amount of the day.
- Example: At 10 AM, a customer adds 20 devices. Then, the top row will show 20 devices added. At 12 PM they remove 10 devices. Then, the top row will show 10 devices added.
At 10:00 AM UTC, the Device Usage table will show the net activity from the previous day.
What does the Device Usage table show if my account has multiple zones?
The parent account shows your device usage as a summary of all zones (including the parent). To view total devices installed per zone, select Manage Zones & Users from the zone drop-down list in the main navigation.
How do I remove a global administrator account?
Global administrator accounts cannot be deleted. How can we remove a user from our Automox account if they are in the global administrator role?
As it is not possible to delete a user with global administrator access, the user needs to have their account demoted first.
- In the console, click the zone name and select Manage Orgs and Users.
- From the Setup & Configurations page, click the Users tab.
- Find the user that you want to remove and click the Actions button (...) for their account.
- Select Edit User and remove any Account and Global Roles.
- Save the changes. The user is then no longer a global administrator and the account can be removed.
Limits (Device Caps)
Can I prevent device overages?
Yes, we can apply a limit that caps deployed devices at your licensed quantity. Request via invoices@automox.com or your account manager.
Why does my account have a license limit?
If your account requires Purchase Orders (POs) to process transactions—such as those under Reseller or Partner contracts—a mandatory license limit will be applied to your account.
What types of limit notifications will you receive?
You will see an alert on the main dashboard and the Billing page of your Automox console when you are approaching & have reached your limit.
Overages
How are overages measured and billed? Will I receive notification of this overage?
Device counts are captured monthly on the 25th at 10:00 UTC. If your deployed devices exceed your licensed quantity, the additional devices will appear as overages on your next invoice. You’ll also see an overage notification in your Automox Dashboard.
What types of overage notifications will you receive?
You will see an alert on the main dashboard and the Billing page of your Automox console when your current device count is above your installed quantity.
Can I add a server limit to my account to avoid overages and usage charges?
Yes, you can reach out to your account manager to request a server cap be placed on your account.
What does Automox use as a billable metric for your monthly invoice?
Your subscription to the Automox platform allows you to install the Automox agent on a specific number of devices (referred to as an installed device). Automox uses the installed device count as of the 25th of the month at 10:00 AM UTC to invoice you for the usage for the month.
Account Suspension & Cancellation
Will Automox suspend my account for non‑payment?
Accounts with unpaid invoices are subject to suspension. To avoid any disruption in service, please ensure your payment method is up to date and that invoices are paid on time. If you are enrolled in autopay, double-check that your stored payment details are current and not declining.
My console shows a trial expiration date, why?
Usually due to outstanding invoices causing an interruption. Remit payment for past‑due invoices to remove the notice. Please reach out to your account manager or invoices@automox.com to verify if you have a past due invoice. If you are on a custom sales led plan, your invoice is not in the AX dashboard, and is sent from our NetSuite ERP system.
How do I cancel my account?
Customers may cancel by providing 30 days, or longer depending on your agreement, written notice prior to their next renewal date. Cancellations take effect at the end of your current subscription term and cannot be applied mid-term. Requests should be sent to cancel@automox.com.
Please note that any outstanding invoices or usage charges remain payable through your cancellation date, and fees already paid are non-refundable. To ensure a smooth transition, be sure to remove the Automox agent from all devices before your final subscription day.
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.
Do you refund unused time after cancellation or suspension?
Fees paid for future services are not refunded in the event of suspension or churn.
If my account is suspended, will I get made up for the time that I didn’t have access?
Your subscription term will not be extended due to loss of service resulting from unpaid invoices.
Portals, Resellers & Partners
Do you process through customer portals?
We’ll provide documents (onboarding forms), but updates inside external portals must be completed by your team due to security reasons.
Are amendment invoices billed on different days than Purchase Orders (PO’s)?
This can happen if a purchase order is received after the quoting start date. Invoices are always issued based on the final processed order date, the date we receive your Purchase Orders and activate services. Because of this timing difference, the amounts or dates on your invoice may not always match the original quote or Purchase Orders exactly.
Is our Purchase Order (PO’s) processed? How do we check the status of our invoice?
Send Purchase Orders (PO’s) to partners@automox.com or to the Automox sales representative assisting you with your order. For multi‑year billed‑annually deals, invoices are issued each anniversary; the Purchase Order(s) is noted in the invoice purchase order and/or memo field. If you are unsure if your Purchase Orders have been processed, please contact your Account Manager to confirm the receipt of your Purchase Orders (PO’s) and they can confirm if it has been processed in full.
Why did I receive one invoice on the renewal date, if I had provided multiple purchase orders for the original order and the expansions? Can you split invoices?
All expansions and base subscription orders are consolidated into a single annual invoice at the time of your next annual billing invoice. This invoice includes the original order and any subsequent expansion orders, reflecting the total subscription count for that year. Invoices cannot be split by year, order, or amount. Multiple purchase orders (PO’s) will be listed on the invoice.
Why does my account have a license limit?
If your account requires Purchase Orders (POs) to process transactions—such as those under Reseller or Partner contracts—a mandatory license limit will be applied to your account.
Onboarding & New Customers
Can you send a current W‑9 / bank details?
You can request our Onboarding Packet from invoices@automox.com. The packet includes our signed W-9, certificate of insurance, and a signed bank verification letter.
Why isn’t my account provisioned yet after signing?
- If the contract start date is in the future, provisioning occurs on that date.
- If the start date is today/past and the account still shows trial, contact your sales representative.
Banking & Payment Verification
How can I verbally verify Automox banking information?
Banking details are always included on your invoice and onboarding packet. For security, you can also call (720) 334-8473, Option 3, leave a voicemail, and our Accounts Receivable team will return your call to verify.
Can you provide a bank letter or voided check?
Yes, our signed bank verification letter is included in our Onboarding Forms. We are a remote first company and therefore do not have voided checks.
We previously paid via Keystone, where do we pay now?
Please remit payments to our SVB bank account (details appear on your invoice and in our onboarding forms).
Helpful Contacts
• Invoice & billing questions / onboarding docs / limits: invoices@automox.com
• Plan upgrades / bulk device adds: expansion-sales@automox.com
• Renewals / device caps: renewals@automox.com
• Reseller Purchase Orders (PO’s) / channel: partners@automox.com
• Cancellations: cancel@automox.com
• Bank verification (voicemail): (720) 334‑8473, Option 3