Q: What is the new and improved billing portal?
A: We created a new billing portal to address current customer pain points relating to Rev's billing and invoicing experience
Q: How should I use the new billing portal?
A: If you are a current account owner you will be automatically migrated to the new billing portal and be assigned the Billing Admin Role. The Billing Admin can perform any billing related actions (e.g. view invoices, make a payment, add payment methods, apply for sales tax exemption etc) . From the right hand navigation screen you should see a dropdown called “Billing Portal”.
Q: Who would benefit from the Billing admin access?
A: The person in your company who handles the payment of invoices and/or who is required to review the invoices for approval. They will be able to download invoices, make payments, and see the status of an invoice.
Q: How do I know my current permissions and if I am an account owner?
You can view your current permissions by visiting the page Rev.com/account/users - the permissions can be found besides the name in the TeamMates section. If you are an account owner you will see “Owner” besides your name
Q: How do other roles apart from account owner get permission to the billing portal? Can there be more than one billing admin?
A: There can be more than one billing admin. If you are a current account owner you can request to add additional users to the Billing Admin role by sending an email to Ar@rev.com. Please specify the person’s first and last name as well as their email address. If you are not an account owner please contact your account owner to request to add you to the billing admin role
Q: What are the main billing navigation changes from the old experience?
A: The main billing navigation changes are:
- A new Billing Portal tab will be introduced in the right hand drop down Navigation bar
- Make a Payment page will be moved to Invoices/Make a Payment tab under the new Billing Portal tab
- Invoices, Payment Methods (which was under My Account) and Sales Tax Exemptions page (which was under My Account) will be moved to the new Billing Portal tab as well
- On the transaction history page, no additional transactions will be added post the migration to the new billing portal. Future transactions can be viewed by the account owner in the Usage tab of the new Billing Portal (No cost information will be available per transaction as the costs are calculated based on the rate table at the end of the month when the invoice is generated)
Q: How do I view invoices in the new Billing Portal?
A: After clicking on the Billing Portal in the right hand navigation bar, click on the Invoices/Make a Payment tab ( on the left of the new Billing Portal). Invoices can be viewed by month in pdf format (under the Download column). Currently .csv invoice formats are not supported
Q: What is different about the new invoice format?
A: The new Improved invoices format addresses many current customer pain-points
- Sales Tax called out separately in the Invoice Summary
- Detailed Sales Tax Summary Section
- Usage Detail by Product that includes Price in Minutes
- PO details listed by User
- Access to historical (pre billing system migration) and the new invoices
Note: PO Summary Page in Invoices and Split Invoicing will no longer be available
Q: What happens if I have an open balance while migrating to the new billing system?
A: If your account has an open balance, the balance will be transferred to the new Billing System and there will be two invoices generated in the billing portal (Historical - old billing system and Payable - new billing system). The Payable Invoice needs to be paid which can be done by clicking the Pay link next to the invoice
Note:. Also currently there is no ability to make pre-payments, will be enabled in a future release soon
Q: What is the Available credit balance that shows up as an option during making a payment?
A: The Available credit balance is a sum of any unused credit memos and refunds that can be used towards making a payment. If the balance is not sufficient to cover the Invoice amount you can use the balance and a credit card to make the invoice payment. Only one payment method can be used at one time.
Q: Where can I find my payment methods?
A: Click on the Payment Method Tab to find a list of current payment and the default payment method. You can add payment methods from this page
Q: Where can I view my sales tax exemption status and other billing account information?
A: Click on the Billing Account tab (default screen for Billing portal) to find your tax exemption status in addition to your account status, current account balance and credit limit
Q: How do I update my Bill to Contact Information?
A: Click on the Billing Account tab (default screen for Billing portal) to find your Bill to Contact Information. Click on the Update Billing Contact link next to the Billing Contact Name to update details regarding your Billing Contact information (Name, address, phone number)
Q: Can I use my unexpired coupons during order check-out after migration to the new billing portal?
A: Unfortunately existing unexpired coupons cannot be used after your migration to the new billing portal. If there are any existing unexpired coupons that you want to use, email firstname.lastname@example.org to request a credit. For invoicing customers, all orders will be billed through the invoice generated at the end of the month (Orders cannot be paid individually)
Q: How is the new Usage Tab different from the older Transactions Tab?
A: The Usage tab groups usages by order number (One order can have multiple usage associated with it). At the usage level e.g. Transcriptions you can view the status (Pending, processed) and quantity (minutes) and at the order level you can view if the order has been invoiced or Pending. Price information for orders will not be available as the prices are finalized during the invoice run that typically happens at the end of the month