Billing FAQs

To learn answers to the most common questions about PureCloud evaluations, pricing, billing, ordering, payment, and refunds, use this article.


  • Can we evaluate the product for free before using it?

You may use PureCloud Collaborate for free. If you would like to request a trial of Collaborate Pro, Communicate, or Engage, contact Trials are subject to geographic restrictions.

  • How long do we have to evaluate the product?

You may use PureCloud Collaborate for free as long as you want. Trials of Collaborate Pro, Communicate, and Engage are available for a limited time.

  • Can we upgrade from the free service to a paid version at any time?

Absolutely. You may upgrade to Collaborate Pro from within the PureCloud Collaborate Admin application. To enable Communicate or Engage, use the “Contact Sales” option within the PureCloud Collaborate Admin application.

  • 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. Just stop using the service and we will remove your organization after a period of inactivity.   

  • What happens to our data should we decide not to upgrade to a paid version?

As long as you are a PureCloud Collaborate user, your data remains within your PureCloud organization unless you exceed the included 1-TB limit. Should you stop the free service, all data associated with your organization is deleted.

Pricing and billing

  • 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.

  • When are we billed for hardware that we purchase?

Hardware is billed, in full, after your hardware order is shipped.

  • When are we billed for the enablement service packages?

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

  • Not all of my users need the functionality included in the paid user fees. Can we mix Collaborate (free) users with Collaborate Pro, Communicate, or Engage users?

Currently, free users and paid users cannot exist within the same PureCloud organization. Once you decide to upgrade to paid users, everyone in the organization becomes a paid user type. It is possible to mix users among the different paid user types. For instance, your organization can have Collaborate Pro, Communicate, and Engage users coexisting within the same organization; however, all Engage users must be of the same type.

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

Collaborate Pro and Communicate are licensed as named user only. Engage 1, 2, and 3 can be licensed as either a named user or a concurrent user. We do not support mixing named and concurrent users for Engage nor do we support a mix of Engage 1, 2, and 3 users within the same organization.

  • What defines a billable named user for PureCloud services?

A billable named user is anyone that has logged in to the PureCloud service at least once during the billing period. The user type billed is the highest level license they were assigned during the billing period. To allow for accidental mistakes, the user must have the license type assigned for a minimum of 4 hours during the billing period.

  • What defines a billable concurrent user for PureCloud Engage services?

Concurrent users are only supported for PureCloud Engage 1, 2, or 3. If a concurrent license model is selected, all Engage users are licensed as concurrent. PureCloud does not support a mix of Engage named and concurrent user types. A billable concurrent Engage user is anyone that has logged into the PureCloud service at least once during the billing period AND has elected to go “On Queue” to receive ACD interactions. The user type billed is the highest Engage level license they were assigned during the billing period. In a concurrent licensing model, we count the maximum number (peak) of concurrent (simultaneous) users during a billing period. To support shift changes, usage peaks shorter than 30 minutes in duration are disregarded.

  • Can I schedule additional agents beyond the number 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 an Engage license during a billing cycle. How is this user billed?

This user is billed as an Engage user for the full month.

  • We added a new employee to our service 2 days before the end of a billing cycle.  Do you prorate this user?

Sorry, we do not prorate monthly user fees. When possible, it is best to coordinate the addition of this user with the start of a new billing period.

  • Is there a fee for each of the “people” listed in our Collaborate Pro directory?

No. We only bill for users that log in to the desktop, web, or mobile user interfaces. You may have many more people in your corporate directory who are not billable users of the service.

  • We deleted the account for one of our team members midway through a billing period.  How does that affect our subscription?

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

  • Our team has several user accounts that are not being actively used. 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 which users were counted for each.

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

Yes, you can create additional accounts that are treated and billed just like your production account. Just as with those, we will charge you 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 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?


  • What are excess call usage charges?

Excess call usage charges cover excessive use of the PureCloud system. These charges are intended to cover usages for functions such as automated IVRs, agent-less dialing, outbound dialing, and other functionality associated with inbound or outbound calls. More specifically, excess call usage is charged at a very low hourly rate* per concurrent call port. A call port is a connected call and a concurrent call port count is the number of simultaneously connected calls.

For example, each PureCloud seat includes a credit for concurrent call ports as shown below.

Engage seat = 2 concurrent call ports
Communicate seat = 1 concurrent call port

So, if you have 50 Engage and 100 Communicate seats, then the included call ports = (50 Engage x 2) + (100 Communicate x 1) = 200 ports. Thus, every hour of concurrent calls above 200 will incur excess call usage charges at the specified rate*.

*The exact hourly rate will appear on your billing statement.

Contact for more information.

  • How are CIC users billed for PureCloud services that they use?

PureCloud for CIC features are available to CIC customers at a discounted rate. Contact to arrange for this discount. 


  • How do we receive a quote or order an upgrade to our 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 extremely 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. However, if you have a question, you can contact us at

  • 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?


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.

  • How do I cancel a paid subscription? 

Contact our Support department to initiate a cancellation. Support contact procedures are outlined at Contact PureCloud Support.

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).