Articles on: Troubleshooting & FAQ

I have a question about my invoice

Got an unexpected line, an amount you don't recognise, or a status you're not sure about? Here's how to get clarity fast.

Step 1 — Pull up the invoice

Go to Settings → Workspace → Plan & Billing.
Scroll to Billing history and click Download on the invoice.

The PDF shows every line: plan year (seats × price × months), onboarding fee, modules, seat expansions, credit packs, taxes.

Step 2 — Common invoice puzzles

"Why is there an extra invoice mid-year?"

Most likely a seat expansion: adding seats on an annual term issues an immediate prorated invoice for the months left. Check the Seat history log on the plan card — it lists who added seats, when, and the amount.

"What is this €300 / €1,300 / €4,400 charge?"

A one-time credit pack bought from Add credits. Packs are charged immediately by card.

"My recurring amount went up"

Either a credits addendum (raising the credits per user, +€20 per block of 100) or a module added to your contract. Both were signed electronically by an admin and appear on your order as addenda.

"Why isn't my discount applied to the module?"

The commitment scale discounts the Core plan only. Modules and credits are always at list price.

"Why is there VAT / tax?"

French customers: 20% VAT.
EU customers with a valid VAT number on the order: reverse-charge, 0%.
EU customers without a VAT number: French VAT applies.
Non-EU customers: no VAT.

"The invoice says Overdue"

It's open and past its due date. Card and SEPA are charged automatically on the due date, so an overdue card/SEPA invoice usually means a failed charge — update your payment method. Bank transfers are due within your net terms.

Step 3 — Check your seat count

The seats billed should match Seats purchased on the plan card, not the number of active members (you can have fewer members than seats).

Step 4 — Contact billing support

Email contact@katalyz.co with the invoice number, the line you're questioning, and what you expected. We answer within one business day. Genuine mistakes are corrected on the next invoice or refunded.

Updated on: 01/10/2026

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