Billing

Citizen Pay sends you an invoice for the services you use and the hardware you buy or lease. This page explains what is on it, when it arrives and how to pay it. You find every invoice on the Billing page of the dashboard.

What you are billed for

An invoice has one line per service or item. There are four kinds of lines.

Monthly services

Terminal connectivity is charged per terminal, per month. It keeps the terminal online and connected: software updates, live status, remote diagnosis and after-sales support. Support is included — there is no separate support subscription.

The price per terminal depends on how many terminals your account has. The rate applies to every terminal on the account, from the moment you reach the threshold.

A terminal is billed for a whole month. There is no pro rata for part of a month.

Connectivity starts the month a terminal is set up at a location — a unit still in its box is not billed.

The badge platform is charged per company, per month. It runs your closed-loop badges and token cards: badge types, allowances, spend caps and reporting. Only accounts with badge terminals pay it. Payment-only terminals carry no badge platform fee. It includes the Badges section of the dashboard.

There are two ways the badge platform is billed:

• By number of badges — from €19 per month for the base level, rising with the number of badges registered. No fee per token payment.
• Flat, plus a fee per token payment — €19 per month, whatever the number of badges, plus the token payment fee below.

Which one applies to you is shown on your invoice.

Fees per payment

These are charged only when a payment actually happens. The invoice shows the count for the month.

One-time items

Purchases are billed once:

An on-site intervention is only billed when its cause is outside the included support — for example a fault in the machine, the network or the power supply, or no fault found on the terminal.

Leases

A leased terminal is billed as a monthly line on the hardware invoice. You choose the term: 36, 48 or 60 months. The line comes back every month until the term ends. The monthly amount is the one in your lease agreement.

Your subscriptions

The Subscriptions card on the Billing page lists what you are billed for every month. Only what is listed there comes back each month. Purchases are added on their own.

For each subscription you see:

• The service — for example terminal connectivity, the badge platform or a lease.
• What it covers — the whole account, or one terminal for a lease.
• The quantity now — for example the number of terminals counted today, or the payments so far this month.
• The unit price that applies at that quantity.
• The start date and, when an end is set, the end date.
• A status — active, ending on a set date, or Cancellation requested.

The Upcoming invoice card shows an estimate of your next monthly invoice: the lines and the total for the month so far. It uses today's quantities. It is not an invoice and changes until the end of the month. The real invoice is created on the 1st.

Ordering hardware

You order terminals and accessories from the Billing page. Open the Hardware orders tab and press Order hardware. Owners and admins can order.

The Billing page is in the sidebar as soon as your organization can order, even before your first invoice.

The catalogue

The order page shows the price of each item, excluding VAT. The standard prices are on One-time items. On a partner account, partner prices apply automatically and are marked Partner price.

Shipping and custom mounting are not in the catalogue. When they apply, we add them to your order before we confirm it. Leases are not ordered here: to lease a terminal, contact Citizen Pay.

Placing an order

1. Set the quantity of each item. The summary shows the lines, the subtotal, the VAT, the total and how the order will be invoiced.
2. Check the shipping address. It is filled in from your last order or your billing address. Add a contact name and phone number for the delivery. You can also add your own reference, for example a purchase order number, and a note.
3. On your first order, fill in your billing details: name, e-mail, VAT number, address and invoice language. They are asked only once. Later orders use your billing details.
4. Press Place order.

You receive an e-mail confirming that we received it. The order gets a number, for example HO-2026-012, and appears on the Hardware orders tab.

What happens next

1. We confirm the order. We check it, and may add a line for shipping or for a quoted custom mounting. You receive an e-mail with the final lines.
2. You are invoiced. On a pay-as-you-go account, the invoice arrives by e-mail with a Pay now button, and we ship once it is paid. On a monthly account, the purchase is added to your next monthly invoice.
3. We set up and ship. We register each unit's serial number when we set it up, and attach it to your order. You receive an e-mail with the carrier, the tracking link and the serial numbers.
4. Delivered. The order is marked delivered once it has arrived.

Ordering does not start any monthly service. Connectivity starts the month a terminal is set up at a location — see Monthly services.

Serial numbers

Open an order from the Hardware orders tab. Each line lists the units included, with their type and serial number. The order page also shows the invoice — with Pay while it is unpaid — and the delivery address with the tracking link.

On the Invoices tab, an invoice that includes hardware has a Hardware expander. It lists the same units under Hardware on this invoice. So you can always tell which units an invoice paid for.

Serial numbers are never printed on the invoice itself. They are not known when you buy: a unit gets its serial number when we set it up.

Units are sometimes registered after the invoice, even after delivery, because a serial number is not always known earlier. They appear on the order and under the invoice's Hardware section as soon as we register them. The invoice itself never changes.

Order statuses

Cancelling an order

To change an order, contact Citizen Pay support before we confirm it. To cancel it, contact support before it ships. You receive an e-mail when it is cancelled. Once shipped, an order can no longer be cancelled.

What happens to the invoice depends on whether you already received it. An invoice that was never sent to you is voided. One you already received — or paid — is cancelled with a credit note. On a pay-as-you-go account, the invoice is sent when we confirm the order, so cancelling a confirmed order normally means a credit note.

When invoices are created

• Monthly invoice. On the 1st of each month, Citizen Pay creates an invoice for the previous month: connectivity, badge platform, payment fees and lease lines.
• Purchases. On a pay-as-you-go account, a purchase is invoiced at once and is due on receipt. On a monthly account, it is added to the next monthly invoice.
• Two invoices, not one. Services and hardware go on separate invoices, each with its own number and payment. So a month with a lease can bring two invoices.

The due date is printed on each invoice.

Paying an invoice

Each invoice arrives by e-mail with the PDF attached and a Pay now button.

1. Press Pay now in the e-mail. You can also press Pay next to the invoice on the Billing page.
2. Pick your bank.
3. Confirm the payment in your banking app.

That's it. The invoice is marked Paid automatically, usually within a minute. You receive a confirmation e-mail.

Prefer a bank transfer? Transfer the total to the IBAN on the invoice. Use the structured communication printed on it (+++123/4567/89012+++ format). The invoice shows Paid once Citizen Pay has recorded your transfer, which can take a few working days.

The pay link keeps working after the due date. If your bank session timed out, or you closed the page before confirming, open the same link again and start over.

Reminders

Billing e-mails go to your Billing email, in your Invoice language. You receive:

Each reminder and notice carries the Pay now button and the details for a bank transfer. Once an invoice is paid, no more reminders are sent for it.

Statuses

Billing details and e-invoicing

The Billing page appears in the dashboard sidebar once billing is set up for your organization, or as soon as it can order hardware. Owners and admins can open it.

It lists your invoices, newest first, with number, date, period, total, status and due date. For each invoice you can:

• Download the PDF.
• Press Pay while the invoice is unpaid.

Below the list, the billing details card holds what goes on your invoices. Owners and admins can change it:

A change applies from the next invoice. Invoices already issued do not change.

Peppol

In Belgium, invoices between businesses are exchanged over the Peppol network. Enter the Peppol ID your access point gave you in the billing details, in the form scheme:identifier, for example 0208:0123456789 (your enterprise number under scheme 0208), and choose Email and Peppol under Delivery. Citizen Pay's invoices then arrive at your access point as structured e-invoices, as well as by e-mail.

VAT

• Belgian customers: 21 % VAT.
• Businesses in another EU country with a VAT number: no VAT charged. Reverse charge applies, and the invoice says so.
• Customers outside the EU: no Belgian VAT.
• QR payment fees are payment services and are VAT-exempt.

Ending a subscription

Owners and admins can ask to end a subscription from the Billing page. Citizen Pay confirms each request.

The end-of-month rule

A monthly service ends on the last day of a month. If you pick a date in the middle of a month, it moves to the last day of that month. That last month is billed in full, on the invoice of the following 1st. There is no pro rata.

Leases

A lease runs to the end of its term. Ending it earlier is an early termination. Citizen Pay quotes the amount first. Once agreed, it appears as a one-time line on your hardware invoice.

Request the end of a subscription

1. On the Subscriptions card, press Request cancellation next to the subscription.
2. Pick the end date. By default it is the last day of this month. For a lease, the dialog shows the end of the term.
3. Add a reason and send.

What happens next:

• You receive an e-mail confirming the request. The subscription shows Cancellation requested.
• Citizen Pay confirms the end date. It may differ from the one you asked for, for example on a lease. You receive an e-mail with the end date and the last month billed.
• If Citizen Pay cannot accept the request, you receive an e-mail with the reason.

Only one request can be open per subscription.

Connectivity is counted per terminal. To stop paying for a terminal you no longer use, you can also delete it — see Renaming and deleting. A deleted terminal is no longer counted.

Close the billing account

To end everything, press Close billing account. The dialog is the same, for the whole account.

Once Citizen Pay confirms:

• You receive an e-mail with the closing date. It is the last day of a month.
• Every subscription ends on that date. A lease that runs longer is an early termination and is quoted first.
• The final invoice comes on the 1st after the closing date. After that, no new invoices are created.
• Invoices that are still unpaid must still be paid. Reminders continue until they are.

This only ends billing. To close the whole organization, with its team access, places, terminals and connections, see Closing your organization.

Credit notes and corrections

Something wrong on an invoice? Contact Citizen Pay support before you pay.

An issued invoice is never edited. To correct it, Citizen Pay issues a credit note. A credit note cancels the invoice in full. If needed, a new, corrected invoice follows. Both appear on the Billing page.