FAQs: Billing

Can I cancel the free service at any time?

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

Can I pay my invoice by Credit Card?

Currently customers in the US can now conveniently pay some invoices online… [More]

Can we change from a concurrent license to named user license model, or vice versa?

It is possible to change your license model from concurrent users to… [More]

Can we evaluate the product for free before using it?

If you would like to request a trial of Genesys Cloud, visit Genesys… [More]

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

Yes. Your data stays within your organization as you upgrade and add… [More]

Does use of Genesys Tempo™ for Android impact billing for customer who use by-the-hour pricing?

No, Genesys Tempo users are not treated as logged in when they… [More]

Does your pricing for Genesys Cloud and Genesys Cloud Voice include applicable taxes?

No. Our fees do not include any taxes, levies, duties, or similar… [More]

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

Genesys Cloud 1, 2, and 3 can be licensed as either a… [More]

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

After a subscription has been purchased, any admin with the ‘billing subscription’… [More]

How do I cancel a paid subscription?

Please contact your Customer Success Manager to assist with any service changes.

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

The prepay users are invoiced in advance, or at the start of… [More]

How do I read a Genesys Cloud invoice?

See the video overview of How to read a Genesys Cloud invoice. See… [More]

How do we downgrade our service?

Contact your designated Customer Success Manager.

How do we order an upgrade to our service?

Contact CloudSales@genesys.com.

How do we order more hardware such as phones?

Please contact your Genesys Cloud sales team (direct or partner) for new… [More]

How does hourly billing work?

All feature functionality remains the same as the Genesys Cloud 1, 2,… [More]

How frequently will I receive an invoice?

All non-recurring charges are invoiced immediately after your order is placed. Invoices… [More]

How is Genesys Cloud billed during the ramp period?

During the ramp period, Genesys Cloud users are billed using the committed… [More]

How long do we have to evaluate the product?

Trials are available for a limited time.

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

Yes. Contact purecloud-invoicing@genesys.com to initiate a billing contact change.

Is billing prorated when upgrading?

Billing is not prorated when an upgrade is made from Genesys Cloud… [More]

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,… [More]

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

Each Genesys Cloud plan includes a fair use allotment of basic routing/IVR… [More]

What are the Genesys Cloud Voice outbound international calling rates?

Refer to the Genesys Cloud Voice pricing article for details.

What currencies can we pay with?

We currently accept the Australian Dollar (AUD), Brazilian Real (BRL), Canadian Dollar… [More]

What defines a billable concurrent user for Genesys Cloud contact center services?

In a concurrent licensing model, Genesys charges for the maximum number (peak)… [More]

What defines a billable named user for Genesys Cloud services?

Anyone that logged in to the Genesys Cloud service during the billing… [More]

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

Refer to the Genesys Cloud Voice pricing article for details.

What regions are available for new customer activations?

Genesys Cloud is available in multiple regions globally, and three regions in… [More]

When are enablement service packages billed?

The enablement packages are billed as a one-time upfront fee after the… [More]

When does billing of our Genesys Cloud services begin and end?

The billing period begins on the contract effective date (order date) and… [More]

When does my Genesys Cloud subscription start?

Your Genesys Cloud subscription term begins immediately after the ramp phase. 

When is hardware billed?

Contact your designated Customer Success Manager.

When porting over a toll-free or DID number, is there still a NRC and MRC charge for those numbers?

Yes. If numbers are ported to Genesys Cloud, there is a one-time… [More]

Where can I find your Service Level Agreements?

Service level agreements are applicable only for paid services. You can find… [More]

Where can I find your terms and conditions?

You can find them at Terms and Conditions.

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

We accept ACH/EFT, wire, or check. Our payment terms are net 30… [More]

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

If you have elected an annual subscription with monthly billing, we invoice… [More]

Why does my billing report show no cost?

If you purchase Genesys Cloud through a Genesys partner, your billing report… [More]