Billing FAQs


Can we evaluate the product for free before using it?

If you would like to request a trial of PureCloud, visit PureCloud Trial. Trials are subject to geographic restrictions.

How long do we have to evaluate the product?

Trials are available for a limited time.

Does all our data move with us to the paid version? 

Yes. Your data stays within your organization as you upgrade and add more services. 

Can I cancel the free service at any time?

Yes. We will remove your organization after a period of inactivity.

Pricing and billing

How do I read a PureCloud Invoice?

See the video overview of How to read a PureCloud invoice.

See the article Your PureCloud invoice explained

When does billing of our PureCloud services begin and end?

The billing period begins on the contract effective date (order date) and runs on a monthly billing period. For instance, if an order was placed on January 15, the billing period would be January 15 through February 14 11:59:59 EST.

How is PureCloud billed during the ramp period?

PureCloud is billed based on actual usage during the ramp and at the rates contracted.

How do I know which service period is included on my invoice?

The prepay users are invoiced in advance, or at the start of each billing cycle. Any additional users and telephony charges are invoiced in arrears and are for usage that occurred during the service dates listed in the Billing Details section at the top of the invoice.

Why do I see both charges for both users and prepay users on my invoice?

The prepay users that you see on the invoice are for the committed or contracted number of users and are invoiced at the start of each billing cycle. The users that are not marked prepay are for the numbers of users beyond the committed amount that were active on the platform in the previous billing cycle, or during the service dates listed in the Billing Details section.

You will also see this on the last invoice of your ramp period, when both the actual users for the previous billing cycle, and the prepay users for the first billing cycle of your contract term will appear on the same invoice.

Why does my billing report show no cost?

If you purchase PureCloud through a Genesys partner, your billing report shows the usage but does not show the cost. Your billing and cost details come through your partner. Please contact your partner directly for more information.

When is hardware billed?

Contact your designated Genesys Advisor (GA).

When are enablement service packages billed?

The enablement packages are billed as a one-time upfront fee after the order is processed.

How are users counted in PureCloud services, as named or concurrent? 

PureCloud 1, 2, and 3 can be licensed as either a named user or a concurrent user. PureCloud does not support mixing named and concurrent users for PureCloud contact center. PureCloud does not support a mix of PureCloud 1, 2, and 3 users within the same organization.

What defines a billable named user for PureCloud services?

Anyone that logged in to the PureCloud service during the billing period is a billable named user. The user type billed is the highest level license assigned to that user during the billing period.

What defines a billable concurrent user for PureCloud contact center services?

Concurrent users are available for PureCloud 1, 2, or 3 license types. Any users with a Communicate or Collaborate license type are treated as named. If a concurrent license model is selected, all PureCloud 1, 2, or 3 users are licensed as concurrent. It’s not possible to mix named and concurrent PureCloud 1, 2, or 3 user types at this time.

In a concurrent licensing model, the maximum number (peak) of concurrent (simultaneous) users during a billing period is charged. To support shift changes, usage peaks shorter than 30 minutes in duration are disregarded.

The user type billed is the highest PureCloud level license that they were assigned during the billing period. Concurrent billing in PureCloud is limited to organizations that are contained within a single geographic region.

Concurrent usage is calculated and billed separately for each geographic region.

Can I schedule more agents than assigned to concurrent licenses?

Yes, workforce management only enforces permission checks. Example: if you have 500 total agents, all with the appropriate permissions, and only 250 concurrent user licenses, you can still produce schedules for all 500 agents.

We have a user that upgraded from a Communicate license to a PureCloud contact center license during a billing cycle. How is this user billed?

This user is billed as a PureCloud contact center user for the full month.

We added a new employee to our service two days before the end of a billing cycle.  Do you prorate this user?

Monthly user fees are not prorated. Adding users at the start of a new billing period is a best practice.

Is there a fee for each of the “people” listed in the directory?

No. We only bill for users that log in to the desktop, web, or mobile user interfaces. 

We deleted a user account for a team member midway through a billing period.  How does that affect our subscription?

The deleted user counts for the current billing period. We do not prorate monthly user fees.

Our team has several non-active user accounts. We don’t want to delete or disable them. Do we still have to pay for them?

No. As long as those users do not log in during the billing period, they will not be counted as billable users.

How can we see our usage statistics for the current billing period?

After a subscription has been purchased, any admin with the ‘billing subscription’ permission can use the Subscription Admin tool to see how many of each user type license is in use. You can also run a report to see the historical usage of each license and the users

Can we purchase additional instances of the PureCloud service to use for development, QA, or training environments?

Yes, you can create more accounts that are treated and billed just like your production account. We charge you only for what you use. Given the already low nature of our pricing and the fact that we have the same infrastructure overhead with other types of accounts, we are not able to offer any discounts or special terms.

What is the PureCloud Voice pricing for the U.S. and Canada?

Refer to the PureCloud Voice pricing article for details.

What are the PureCloud Voice outbound international calling rates?

Refer to the PureCloud Voice pricing article for details.

Does your pricing for PureCloud and PureCloud Voice include applicable taxes?

No. Our fees do not include any taxes, levies, duties, or similar items including value-added, sales, use, or withholding taxes.

How do we downgrade our service?

Contact your designated Genesys Advisor (GA).

What are Basic Routing/IVR usage, API usage, and Data Storage charges?

Each PureCloud plan includes a fair use allotment of basic routing/IVR usage, API usage, and data storage for your organization. For more information, see Fair use routing usage charges, Fair use API overage changes, and Data storage usage and charges for more information.

Do archived recordings count against my org level storage allocations?


Note: Any archived recordings are excluded from this calculation. For more information about how to leverage archival to remain within data storage allocations, see Create a policy and Retrieve archived interactions. Screen recording archival is limited to one year.

Is there a limit to the number of years that a customer can leverage Genesys provided storage?

Genesys allows data to be retained on its platforms for the term of the PureCloud agreement with Genesys. 

How can I estimate data storage requirements?

See the Data storage charge examples article for information on the expected data storage for an org based on the number of calls, average duration, retention time, and optional screen recording.


How do we order an upgrade to our service?


How do we receive an initial quote for a new service?


Where can I find your terms and conditions?

You can find them at Terms and Conditions.

Where can I find your Service Level Agreements?

Service level agreements are applicable only for paid services. You can find them at Service Level Agreements.

Our legal department would like to make some changes to your Terms and Conditions. Is that ok?

We worked hard to make our legal agreements customer-friendly and generally do not accept changes. Avoiding expensive legal discussions is one of the reasons we can offer the low prices that we do. Contact us at for questions.

Our legal department insists on using our own software license agreement. Can we do that?

No, as explained above, we’ve worked hard to create a very customer-friendly agreement that fits the sort of subscription-based partnership you’ll have with us. We are unable to accommodate custom agreements. If your organization requires such a complex arrangement, we suggest that you consider our premises-based CIC product.

How do we order more hardware such as phones?

Please contact your PureCloud sales team (direct or partner) for new hardware orders. If you have questions contact

Payment and refunds

How frequently will I receive an invoice?

All non-recurring charges are invoiced immediately after your order is placed. Invoices for hardware are sent after your hardware ships. Monthly recurring usage charges are billed in arrears based on actual usage for the previous billing period.

Which payment methods are accepted, and what are your payment terms?

We accept ACH/EFT, wire, or check. Our payment terms are net 30 days.

Can I pay my invoice by Credit Card?

Currently customers in the US can now conveniently pay some invoices online using our free Easy Pay Portal. Questions? Visit the Easy Pay FAQ page or contact for more details.

How do I cancel a paid subscription?

Please contact your Genesys Advisor (GA) to assist with any service changes.

Note:  You will receive a final invoice for any unpaid charges.

I’m not the billing contact for our company. Can I have billing statements automatically sent to someone else?

Yes. Contact to initiate a billing contact change.

What currencies can we pay with?

We currently accept the Australian Dollar (AUD), Brazilian Real (BRL), Canadian Dollar (CAD), Euro (EUR), Great British Pound (GBP), Japanese Yen (JPY), New Zealand Dollar (NZD), and US Dollar (USD).