How to dispute a charge on your invoice
When to raise a dispute
Raise a billing dispute if you see a duplicate charge, a charge you don't recognize, an incorrect rate or tax amount, or a charge for a service you never received.
What we need from you
- The invoice number (top right of your invoice PDF)
- The amount you're disputing
- A short description of why the charge is wrong
- A copy of your statement or order confirmation if available
How to submit
Submit through the portal, reply to any invoice email, chat with our assistant, or call us. Your dispute is logged as a case the moment we receive it, and you can track its status live in the portal.
Our commitment
You will receive a full response within 30 days of raising your dispute. Most disputes resolve much faster. You'll get an update at every stage, and the countdown starts the day your dispute is verified.
Related Articles
Understanding your invoice
Reading your invoice Your invoice lists each subscription or order line, the billing period, applicable tax, and the payment method charged. The invoice number in the top right is the reference to quote in any billing conversation. Tax rates Tax is ...
Tax Jurisdiction Reference — No Sales Tax States
Purpose This reference is used to verify tax-related billing disputes. It lists only jurisdictions where the correct tax treatment is fixed and unambiguous. If a customer's billing state is not explicitly listed below, the correct rate cannot be ...
What happens after you submit a billing dispute
The five stages of every dispute Verification — a support specialist confirms your invoice details and evidence. You'll receive a confirmation email with your case number and response deadline. Investigation — our Billing & Payments team pulls the ...
How do I update my billing information?
Overview Keeping your billing information up to date helps ensure uninterrupted service. To update your payment method Log in to your account. Navigate to Account Settings > Billing. Select "Edit payment method" and enter your new details. Save your ...
Updating your billing contact and payment method
Payment method Update your card or bank details in the portal under Billing → Payment methods. Changes apply from your next charge. If a payment already failed, use the Retry payment button after updating to bring your account current immediately. ...