Billing Error and How do I contact anyone for support?

Comments

11 comments

  • Dana P

    Hi Amy Faulkner

    My apologies that this has happened. 

    We identified an issue with our billing system, which affected some customers and prevented their February invoice from being sent on time. 

    Once the issue was resolved, some customers have been noticing their current invoice as twice the amount as normal. This is most likely due to the February bill appearing on it as well.

    You can check your invoice and the dates listed there to confirm. If you have any more questions, please contact us at support here - https://support.citrix.com/cscase#/podio

     

    Best,

    Dana - Podio

    0
    Comment actions Permalink
  • Patrick Mett

    I got in touch directly with Podio support on billing and it was confirmed this was a known issue that many were experiencing and that they were addressing it as a very high priority.  I was also able to go back in, update my credit card info and pay the invoices that were presumed overdue as result of the systems issue.  Hopefully the fix will resume the automated billing going forward, which I expect it will.

     

    GarageBand PC

    1
    Comment actions Permalink
  • Ralston

    Hello

    I have the same issue.

    So do we pay in arrears or in advance?

    Because I received my February invoice (17 January - 16 February) and I paid it.

    Now the new invoice is showing 17 February - 16 April and is for 2 months.

    0
    Comment actions Permalink
  • Dana P

    Hi Rolston,

    Yes, we did have an issue where our billing system wasn't allowing some customers to pay. This occurred around the time of your February payment.  As this payment wasn't applied when it was due, it was added to your March invoice.

    In particular, your invoice is pushed mid-month, so this appears as 17 Feb to 16 April on your bill. Your next invoice will be for April dated 17 April to 16 May.

    We apologize if this has caused any confusion, but appreciate your understanding.

    Best,

    Dana - Podio

    0
    Comment actions Permalink
  • Ralston

    Hello Dana

    Thank you for your reply.
    You said the February invoice payment wasn't applied, but I paid manually and the amount was debited from my account beginning of March.

    0
    Comment actions Permalink
  • Dana P

    Hi Ralston,

    I suspect that you paid the Jan invoice, which was from Jan 17th until Feb 16th. Then the Feb one was missed and is showing on your March invoice.

    We would recommend for you to contact our billing team using the support site here - https://support.citrix.com/cscase#/podio. They will need to take a closer look at your invoices.

    Best,

    Dana - Podio

    0
    Comment actions Permalink
  • Ralston

    Hi Dana

    My invoice for Feb shows paid up.

    I'll follow the link you sent for investigation. I've already sent an email last week but no reply yet.

    Maybe they'll respond this time.

    Thank you again :)

    Ralston 

    0
    Comment actions Permalink
  • Dana P

    Hi Ralston,

    Again, my apologies that this has happened. It is probably easier to speak in terms of dates covered and invoice numbers, as your invoices cover the end of one month and the beginning of a new month. 

    If you navigate to your My Account > Billing > Invoice History, you can see the consecutive dates in which the invoices are made. Clicking on the blue link next to the invoice name will download the PDF file.

     What happened is that you were able to pay the "February" invoice, but this was for the period covering end of the middle of Jan to the start of the middle of Feb. The bill is *titled* Feb 2021, but is for this specific period and not for that month.

     

    Best,

    Dana - Podio

    0
    Comment actions Permalink
  • Dana P

    Hi Stuart Frodsham

    My apologies, that this has happened. We moved our February bill to appear on your March invoice, as billing issues occurred which prevented some customers from paying their February invoices.

    When you have a moment, kindly check your invoices and match the dates. To get to them, navigate to My Account > Billing > Invoice History. This will show the dates for which the period was billed for your Podio contract.

    Your latest invoice will have the last two months included, rather than the one.

    Best,

    Dana - Podio 

    0
    Comment actions Permalink
  • Ralston

    Ok
    So then from April 17, the billing should be normal again (paying on a monthly basis) in advance?

    0
    Comment actions Permalink
  • Dana P

    Hi Ralston
    Yes, you shouldn't have the two months on that invoice.

    Once the system begins to catch up with our customers, the invoice should go out closer to the beginning of the month in which you owe the payment. Rather than in the middle like it is now. This may take a couple of cycles though.

    We appreciate your patience and understanding!

    Best,

    Dana - Podio

    0
    Comment actions Permalink

Please sign in to leave a comment.

Powered by Zendesk