Billing FAQs
We’re transitioning to a new billing system, which may result in some changes to the way your invoices appear. Please review the FAQs below for more information, and to view an example of the new invoice, click here. If you have any questions, feel free to contact finance@cobweb.com.
Your billing is being transferred to a new billing platform.
The new platform will provide a more streamlined and user-friendly billing experience with calendar month billing for all services.
Some services are already being billed in our new system however, from September all billing will be from the new platform.
No, there will be no overlap in your billing.
You may see two billing lines for an item on your August bill if these services have previously been being billed in arrears, please check the date periods that these are for.
The invoice date changing in August facilitates the capture of all billing from our legacy system, which may make your August invoice later and higher than usual if you have services currently being billed in arrears– this is simply to align your services with the new calendar-month cycle. Your September invoice will then be less than normal but you will receive a standard bill in October.
As part of the change we are changing billing to be on a full calendar month basis, some services will have already be billed for a few days in September and as such we have billed for the rest of September. Your October bill will be back to expected amounts
No, your pricing will remain the same.
Yes, your billing will move to a calendar month cycle. Invoices will be issued during the first week of each month.
The only exception to this is Microsoft Azure, Gamma and Wavenet services which will be invoiced separate in the middle of each month.
Invoices from the new platform will continue to be emailed to you each month. In addition you can access invoices dates after 1st September from the Cobweb Home portal.
If you require older copy invoices you can submit a query to finance@cobweb.com. Our operational hours are Monday to Friday, 9:00am – 4:30pm.
Our Finance team is ready to help. You can submit a query to finance@cobweb.com. Our operational hours are Monday to Friday, 9:00am – 4:30pm.
Yes, the invoice format has been improved. You will receive two documents. The first is you VAT invoice which includes a summary of your services by category and the second provides detailed information. View an example here.
No, your payment terms will remain the same. We will continue to use the same payment method that you use to pay your invoices; there’s no need to take any action.
This is a transactional email from Microsoft, and you will receive it as you are a Global Administrator on your Microsoft tenant. As part of our billing upgrade, we are changing our background provider and Microsoft are letting you know that this change is taking place. You do NOT need to do anything, and your services will be unaffected.