Content
Unpaid Invoices & Suspension FAQs
This article is intended to help explain common billing and invoice questions from Neon One users. To contact Neon’s Billing Department, please reach out to billing@neonone.com.
Here are more specific guides on common billing questions depending on the Neon Product you use:
- Understanding Your Arts People Invoice & Fee Summaries
-
Payouts in Neon Pay
- Please note: All Neon Pay fees are charged through Neon Pay. They do not appear on your Neon One invoice.
For information on Neon One’s procedures on overdue invoices, please see this section.
Frequently Asked Questions
How do we change the billing contact and email address where invoices are sent? How do we change the address listed on the invoices?
Please email billing@neonone.com with your organization name and the new billing contact and/or address details so we may update our records.
Where do I find my open invoices?
Invoices are sent via email to the email address designated as the billing contact email. If you have questions about the email listed as the billing contact on your account, please email billing@neonone.com along with your organization name.
How do I make payment on my invoice?
The invoice email includes a button labeled “Pay Now!” and the invoice pdf includes a link labeled “Pay now” under remittance information (see screenshots below). Either of these can be clicked to make manual payment on invoices.
When you click “Pay Now,” you will have the option to pay via ACH, bank, or card*.
*Please note that ACH and bank payments do not accrue any additional fees, however card payments accrue a 2.75% + .30 fee processing fee from Neon One’s internal payment processor. When you select “card,” these fees will appear as a line item.
Is there an auto-pay option available?
Yes! The invoice email includes a hyperlink to enroll in auto-pay, and the invoice pdf includes a link labeled “Auto-Pay” under remittance information (see screenshots below). Either of these can be clicked to add a payment method on file.
When you click these links, you will have the option to pay via ACH, bank, or card.* Please note, once information is entered for auto-pay, the system will automatically attempt to make payment for all open invoices on the account.
*Please note that ACH and bank payments do not accrue any additional fees, however card payments accrue a 2.75% + .30 fee processing fee from Neon One’s internal payment processor. When you select “card,” these fees will appear as a line item.
How do I update my auto-pay information?
To add a payment method for auto-pay, use one of the links on the invoice email or on the invoice pdf. Add your email address, select your payment method type - Bank withdrawal, Credit/Debit Card (convenience fee will apply), or ACH. If using the bank withdrawal, you will be asked to connect to your bank directly using your bank account’s login information. If you do not see your bank listed as an option, you may use the ACH option instead. Bank withdrawal and ACH can be used with no extra cost/fees.
I received an invoice, but I’m enrolled in auto-pay. What is going on?
All clients, regardless of auto-pay enrollment status, receive emailed copies of invoices. For clients enrolled in auto-pay, payment is processed on the invoice due date if manual payment is not made beforehand. If payment is not pulled from the payment source entered for auto-pay on the invoice due date, please reach out to billing@neonone.com so we may investigate.
All invoice emails, regardless of whether the account is enrolled in autopay, will include payment links.
I was enrolled in auto-pay, but now I have an overdue invoice. What happened?
This can be caused by a few reasons. Common reasons are listed below; please reach out to billing@neonone.com to request specifics on your account.
1) In October 2023, we announced that we were transitioning to a new payment platform for invoice payments. If you did not re-enroll, then you may have some overdue invoices.
To re-enroll in autopay, please follow the directions outlined in the "Is there an auto-pay option available?" section. Please be advised with this transition, ACH and bank payments do not accrue any additional fees; however, card payments accrue a 2.75% + .30 fee.
2) If you were using a card for autopay, the card may have expired or the number may have changed.
3) If you were using a bank account for autopay, the bank account details may have changed.
4) If you enrolled in autopay for Neon One invoices with your bank or a third party software (such as Bill.com), you may need to contact them to ensure they have the correct bank account or remittance address details. You can reach out to billing@neonone.com if the bank or third party service requests information that you don’t have.
My organization has to pay via check; we cannot pay electronically. Where can I send checks to?
The address for check remittance can be seen in the upper left hand corner of the PDF of your invoice, under the Neon One logo. If there are any questions about the remittance address, please reach out to the billing team at billing@neonone.com. Checks are sent to a secure lockbox which sends the checks directly to our bank for processing; this means checks are cashed automatically upon their arrival.
Please note, Neon One is not responsible for delays or payments lost relating to transit.
My fees are higher than normal - what happened?
If you notice your fees are slightly higher than usual, it is most likely because your organization experienced a price increase. Any questions on your price increase can be directed to our Client Account Specialist Team at clientaccountspecialist@neonone.com.
I received an invoice and realized I want/need to cancel my account, or I thought I had already canceled my account. Who do I contact?
For all questions or needs relating to cancellation, please reach out to our Client Account Specialist team at clientaccountspecialist@neonone.com.
I want to change my subscription. Who do I contact?
Changes in subscription plans as well as adding/removing items from your account are handled by the Client Account Specialist team who can be reached at clientaccountspecialist@neonone.com.
I want to change how often I am billed for my subscription. Who do I contact?
To change your billing frequency for your subscription fees, please email the billing team at billing@neonone.com. We offer monthly and annual billing frequencies.
Please note: if you are changing from monthly billing to annual billing, an invoice will be issued for the remaining amount of the contract year minus what has already been invoiced. We cannot merge or consolidate invoices that have already been issued into a singular invoice.
My invoice is showing a past due balance that I believe was already paid. Who should I contact?
If the payment was made via check, please confirm the check reflects as cashed. If the check does not reflect as cashed, the check is likely still in transit and will be applied once received.
If payment was made electronically or the check does reflect as cashed, please email billing@neonone.com so we may investigate.
For information on Neon One’s procedures on overdue invoices, please see the Unpaid Invoices & Suspension FAQs section of this guide.
I have questions or needs relating to payouts; who should I contact about payouts?
If your organization is enrolled in Neon Pay and there are questions relating to payouts, please reach out to our Neon Pay support team at paysupport@neonone.com. More information on Payouts in Neon Pay can be found in the linked guide.
Please note: All Neon Pay fees are charged through Neon Pay. They do not appear on your Neon One invoice.
If you use a third-party payment gateway (i.e., Authorize.net), you will see these fees within that gateway, not your Neon products.
I need a W9 in order to make payment. Who should I contact?
Please reach out to billing@neonone.com and include your organization’s name and the invoice number so the billing team can provide you with the appropriate W9.
My invoice has sales tax but my organization is exempt from sales tax; I don’t believe we should be billed sales tax, and/or I have questions about the sales tax billed on the invoice. Who should I contact?
All questions or needs relating to sales tax must be addressed by our Compliance team. The Compliance team can be reached at compliance@neonone.com.
Unpaid Invoices & Suspension FAQs
This section is intended to help explain why your Neon One account may have an unpaid invoice. If an invoice continues to be unpaid, your account may be up for suspension per Neon One’s Suspension Process. To contact Neon’s Billing Department, please reach out to billing@neonone.com.
How do I know if I have a balance due?
When you receive your latest invoice (sent by email to the email address you designate as the billing contact email) there is a section on the invoice pdf that shows the amount due, balance, and overdue balance.
- Amount due = The amount due for said invoice.
- Balance = The total amount due on the account. This includes the amount due + overdue balance + any other open invoices.
- Overdue Balance = The total amount that is due for an invoice(s) past its due date. An invoice is considered overdue the day after the invoice due date.
If you don’t have your most recent invoice, you can view all of your open invoices by clicking on the button labeled “Pay Now” on any past invoices. This link will list all open invoices and allow you to make payment. If there are no open invoices, you will see a screen that says “Payment Complete,” as no amount is due.
You may also reach out to billing@neonone.com with any questions or if you would like to update your billing contact.
I received an email or have a banner on my account that says I am past due. What should I do?
To see how to make a payment or how to add a payment method for auto-pay, please refer to the Frequently Asked Questions section of this guide.
Is my account going to be suspended? What will happen?
When an account has an invoice open for 45 days or more, the billing contact for your organization will be contacted to let them know of the balance due. If using our Neon CRM or Arts People products, all users of the products will also see a notice upon logging in. This informs the user that they have an overdue invoice and to please contact billing@neonone.com.
If we do not hear from your organization within 5 days, our Client Account Specialist team will begin to reach out to other users of the organization in an attempt to receive payment. After being notified, you will need to make payment or contact the billing department as soon as possible to avoid suspension of service.
Once the balance is 60 days or older, the account will be suspended. When this happens, all user access is suspended and any data in the system will no longer be accessible.
When an account has been suspended for 1 month, the account is officially deactivated and all data may be lost. To avoid this, reach out to billing@neonone.com or make payment promptly.
My account has been deactivated and I no longer have access. What do I do now?
Once an account has been deactivated for non-payment, it is important to reach out as soon as possible to make payment and re-activate your account. Not doing so may result in loss of data. To do so, please reach out to billing@neonone.com for assistance.
I can’t get into my account. Why wasn’t I notified of the suspension?
The Billing Department and Client Account Specialist Team both make numerous attempts to let an organization know that they are to be suspended. Past due alerts are originally sent via email to the billing contact on file. Once an account has an invoice that is 45 days overdue, our teams will begin to reach out to other contacts and users on your account.
To ensure your billing contact is up to date, please reach out to billing@neonone.com.