| copyright | lastupdated | keywords | subcollection | content-type | ||
|---|---|---|---|---|---|---|
|
2025-02-12 |
promo code, feature code, Subscription account, Lite account, payment, invoice, credit card, subscription code, billing item |
account |
faq |
{{site.data.keyword.attribute-definition-list}}
{: #billusagefaqs}
FAQ for billing and usage might include questions about credit cards, promo codes, or other billing-related issues. To find all FAQ for {{site.data.keyword.cloud}}, see the FAQ library. {: shortdesc}
{: #gb-hour} {: faq}
Runtime and container usage are charged based on the following variables:
- How much memory your runtime or container uses, in gigabytes (GB).
- The duration that memory is used.
Multiply the two values together, and the result is the GB-hour.
{: #bandwidth-usage} {: faq}
{{site.data.keyword.cloud_notm}} systems monitor all inbound and outbound traffic for a server regardless of the type of traffic. Based on the allocated bandwidth for a server, overages are assessed for excess traffic, which is monitored at the network switch level. Monitor your bandwidth usage with bandwidth graphs. For more information, see Viewing bandwidth graphs.
{: #bandwidth-usage-overages} {: faq}
If you provision multiple servers, you can potentially reduce bandwidth overage charges in the future by pooling your servers' bandwidth. For more information, see Optimizing your bandwidth usage. Contact an {{site.data.keyword.cloud_notm}} Sales{: external} representative to request a quote for more server bandwidth.
{: #billable-account-types} {: faq}
With Pay-As-You-Go accounts, you're billed monthly for your resource usage. Your resource usage consists of recurring and fluctuating costs. This account type is a good fit for developers or companies that want to explore the entire {{site.data.keyword.cloud_notm}} catalog but have low-volume or variable workloads. You pay only for what you use or commit to monthly, with no long-term contracts. Usage consists of products, services, and resources.
With Subscription accounts, you buy a subscription for an amount of credit to spend on resource usage within a certain time period. In exchange for this spending commitment, you get a discount on your usage costs. For more information about the differences between account types, see Account types.
{: #monthlyquota-billing} {: faq} {: support}
When you reach any quota for Lite plan instances, the service for that month is suspended. Quotas are based per org and not per instance. New instances that are created in the same org show any usage from previous instances. The quota resets on the first of every month.
{: #paypal} {: faq} {: support}
As of 31 March 2023, PayPal is no longer accepted.
{: #updatecard} {: faq} {: support}
Updating your credit card is just like adding a new one. Go to the Payments page in the {{site.data.keyword.cloud_notm}} console. In the Add Payment Method section, enter the billing information for your new card, and click Add credit card.
To switch to a different payment method, select Pay with Other, and click Submit change request. A support case to change your payment method is then created for you.
If your payments are managed outside of the console, go to {{site.data.keyword.IBM}} and log in to the Manage Payment Method application to update your credit card. For more information, see How do I add a credit card when the option isn't available through the console?.
{: #pay-method} {: faq}
For a Pay-As-You-Go account, you must have an active credit card on file. With the Subscription and {{site.data.keyword.cloud_notm}} Enterprise Savings Plan account types, you might be able to use other payment options. Contact an {{site.data.keyword.cloud_notm}} Sales{: external} representative to inquire about payment options.
{: #pay-invoice} {: faq}
Use the Payments page in the {{site.data.keyword.cloud_notm}} console to make a one-time payment and to manage your payment methods for recurring monthly charges. Or for some account types, you manage payments by going to {{site.data.keyword.IBM}} Billing. For more information, see Managing payments.
To make your payment outside of the console, complete these steps:
-
Go to Invoices, and log in with the same IBMid and password that you use to log in to {{site.data.keyword.cloud_notm}}.
-
Select Pay for the invoice that is to be paid.
-
Select the credit card option or ACH.
-
Enter your credit card information or ACH, and click Pay.
An option to save this information for future use is available. {: note}
A confirmation and a transaction number are displayed when the transaction is complete.
The option for credit card payment is available only for the US and Canada. {: note}
{: #addcard} {: faq}
Protecting your identity is a priority for us, so we take credit card verification seriously.
If your credit card did not process successfully, contact us by calling 1-866-325-0045 and selecting the third option. For more information, see Credit Card error messages.
You might manage your payment method on a separate billing platform, {{site.data.keyword.IBM_notm}} Billing. For more information about that process, see Managing your payment method outside of the console.
{: #payment-method-status} {: faq}
Yes, you can. When you request to change your payment method, a support case is created automatically. Go to the Manage cases page in the {{site.data.keyword.cloud_notm}} console to view the status of your request.
{: #removecard} {: faq}
For Pay-As-you-Go accounts, you must have an active credit card on file. You can remove an existing credit card on file by replacing it with a new credit card.
- If you're using a new US-based Pay-As-You-Go account with credit card billing, you can add a new credit card in the Monthly Payment Method form on the Payments{: external} page.
- For all other accounts, you can remove a credit card and switch to a different payment method by clicking Pay with Other > Submit change request. To complete the change, review and update the support case that is created for you.
- If you manage your payment method on a separate billing platform, you can remove your credit card by going to {{site.data.keyword.IBM_notm}} Billing{: external}. For more information, see Managing your payment method outside of the console.
{: #localcurrency} {: faq}
Invoicing in your local currency might be possible if you have a subscription or {{site.data.keyword.Bluemix_notm}} Cloud Enterprise Savings Plan account type. Contact {{site.data.keyword.Bluemix_notm}} Cloud Sales{: external} for more information.
An account that is invoiced in a currency other than US Dollars can't be converted to US Dollar invoicing. {: note}
{: #BCI-invoice} {: faq}
Business Continuity Insurance is insurance that protects you from illegitimate charges against your servers. You can request this insurance through {{site.data.keyword.Bluemix_notm}} Cloud Sales{: external} to avoid overage charges if a documented network attack occurs against a covered server. {{site.data.keyword.Bluemix_notm}} credits back any overages incurred on the affected server.
To receive the credits for illegitimate charges against your servers, contact {{site.data.keyword.Bluemix_notm}} Support{: external} and open a support case.
{: #promo-feature-codes} {: faq}
Promo codes are for Pay-As-You-Go and Subscription accounts and give you limited-time credits toward your account and {{site.data.keyword.Bluemix_notm}} products. The codes are typically short phrases, like PROMO200. For more information about promo codes, see Managing promotions.
Feature codes provide enhancements for an account, such as an unlimited number of organizations or creating a trial account. Feature codes are typically provided for online courses and certain events, such as educational sessions or conference workshops. They're typically random alphanumeric codes, like a1b2c3def456. For more information about feature codes, see Applying feature codes.
{: #get-promo-code} {: faq}
Promo codes are provided on a limited basis by {{site.data.keyword.Bluemix_notm}} sales to customers with Pay-As-You-Go and Subscription accounts. Promotions provide specific discounts for a set amount of time. For more information, see Applying promo codes.
{: #get-feature-code} {: faq}
Feature codes are provided by {{site.data.keyword.Bluemix_notm}} sales and educational providers on a limited basis. Feature codes are meant for select groups and are typically given out at hackathons, conferences, and other events. If you are taking a course through an educational provider and need more resources to complete the course, contact your educational provider to determine whether a feature code is applicable.
{: #how-apply-promo} {: faq}
To apply your promo code, go to the Promotions page in the console, enter your promo code, and click Apply. For more information, see Applying promo codes.
You might be looking for information on feature codes and subscription codes. For more information, see Applying feature codes and Applying subscription codes.
If you can't apply a promo code that you received from {{site.data.keyword.Bluemix_notm}} Sales or an educational provider, contact sales or the provider for more help. {: note}
{: #billed-promo} {: faq}
If you think your invoice didn't include your promotion credits, first determine that the credits are still active on your account by using the following steps:
- In the {{site.data.keyword.Bluemix_notm}} console, go to Manage > Billing and usage, and select Promotions and credits.
- Click a promotion to expand the table and view the amount of each promotion, the duration of each promotion and the product it applies to.
- Check the following to make sure that your promo code is still applicable:
- Verify the maximum value of the promo code per month. Some monthly recurring promo codes have a monthly limit. If your usage exceeded that limit, you're billed for the remaining amount.
- Compare the date of your invoice to the start and end dates of the promo code. If you applied the promo code after the invoice was issued, it was not applied to that month's invoice.
- If you didn't use the products that are impacted by the promo code before it expired, you don't receive the promotion credits.
After you complete these steps, if you still believe that the invoice amount is an error, create a support case. Go to the Support Center and click Create a case.
{: #entercode} {: faq} {: support}
Feature codes add more capabilities in an account and are typically provided for educational initiatives or special events. To redeem your code, go to the Account settings page in the console, and click Apply code. You can also apply your code to a new account by clicking Register with a code when you sign up for a new account.
You might be looking for information about promo codes and subscription codes, which are available for certain account types. For more information, see Managing promotions and Applying subscription codes.
{: #getting-billed} {: faq}
As the account owner, you're responsible for all charges that are incurred by users in your account, including invited users. Ensure that each user is assigned only the level of access that is required to complete their job, including the ability to create new instances that might incur additional charges in your account. For more information, see Managing access to resources.
Resources and applications that remain running in an account are subject to charges based on the pricing and description of the product. For example, this includes buildpacks, Platform as a Service, and Infrastructure as a Service.
If you believe that charges on your invoice are incorrect, contact Support{: external} within 30 calendar days of the invoice due date or use the contact information that is found on your invoice.
{: #stop-billing} {: faq}
A resource{: term} is anything that you can create from the catalog that is managed by and contained within a resource group. You're billed for resources in your account until you cancel them. If you deleted a resource or have resources in your account that are no longer used, make sure to cancel all billing items associated with those resources. Billing items can't be recovered after they are canceled. For more information, see Cancelling your billing items.
{: #tax-assessment} {: faq}
If you are not subject to tax, you can provide us with a tax identification number by using the contact information that is found on your most recent invoice. After your tax identification number is accepted, you are not charged taxes on any future invoices. The removal of tax charges from your account is not retroactive and can't be refunded.
{{site.data.keyword.cloud_notm}} complies with all tax regulations. Taxes are assessed based on the laws that correspond to the address on your account. {: note}
{: #monitor-spending} {: faq}
You can view your monthly runtime and service usage by clicking Manage > Billing and usage > Usage. Learn more in Viewing your usage.
{: #spending-notification} {: faq} {: support}
You can set separate spending thresholds for the account, container, runtime, all services, and specific services. You automatically receive notifications when your monthly spending reaches 80%, 90%, and 100% of those thresholds. To set spending notifications, click Manage > Billing and usage and select Spending notifications. For more information, see Setting spending notifications.
Spending notifications don't stop charges from incurring. You continue to incur charges if your usage exceeds 100% of the spending threshold. {: note}
{: #discount-price} {: faq}
Yes, if your account includes any discounts, the price of the product that is displayed in your infrastructure order summary does reflect the discounted price of that product.
{: #receive-credit} {: faq} {: support}
Credit might take a few hours to appear in your account. To see whether a credit was added, go to Manage > Billing and usage, and select Usage. The credit might be listed in the Active subscriptions and credits section.
If the credit isn't on the Usage page, go to Invoices and click link with the date for your next recurring invoice. If you don't see the credit on the next recurring invoice, it is not yet added to your account. Check back later to verify that you received the credit.
{: #startup-ibm} {: faq}
Startup with IBM Program, which was formerly the {{site.data.keyword.IBM}} Global Entrepreneur Program (GEP), is available by going to the Startup with {{site.data.keyword.IBM}} Program{: external}. The awarding and extension of credits through this {{site.data.keyword.IBM}} corporate program isn't directly supported by {{site.data.keyword.cloud_notm}} Support. If your application to the program is approved, credits might be referred to as the Technology Incubator Program on an {{site.data.keyword.cloud_notm}} Invoice.
{: #ibm-corporate-credits} {: faq}
Credits for {{site.data.keyword.IBM_notm}} corporate programs, such as Startup with {{site.data.keyword.IBM_notm}} and PartnerWorld, are available within the applicable invoice in {{site.data.keyword.Bluemix_notm}}. To view the credits, complete the following steps:
- In the {{site.data.keyword.cloud_notm}} console, go to Manage > Billing and usage, and select Invoices.
- Select an applicable invoice.
- Find the name of the program listed in the Current Payment Method section to see the monthly credit, applied credit, and remaining credit information.
{: #contactsupport} {: faq}
Go to the Support Center{: external} page by clicking the Help icon 
> Support center from the console menu bar. From there, review the list of common FAQs. If you don't find the answers that you need, review the Contact Support section. For more information on account types and support products, see Basic, Advanced, and Premium Support plans.
{: #billing-address} {: faq}
You can view the primary contact and address that is associated with an account by going to Manage > Account in the {{site.data.keyword.cloud_notm}} console, and selecting Company profile.
{: #unauth-charges} {: faq}
As a self-managed platform, the security of an account is the responsibility of the account owner and all users with access to the account. Any charges that result from unauthorized access are the responsibility of the account owner.
To prevent unauthorized access, change your password regularly and require the use of multifactor authentication by all users on your account. These options include the use of time-based one-time passcode authentication, security questions, third-party authentication mechanisms, and password expiration rules. For more information, see Types of multifactor authentication.
You can regularly review the list of account users and remove users who don't need access to the account. For more information, see Removing users from an account. {: tip}
{: #paygo-enterprise} {: faq}
Pay-As-You-Go accounts that sign up with a credit card on cloud.ibm.com can create an enterprise. When you upgrade a Pay-As-You-Go account to an enterprise, you keep the Pay-As-You-Go billing model. For more information, see Managing your enterprise.
{: #serviceleve-thirdparty} {: faq}
No. Contact an {{site.data.keyword.cloud_notm}} Sales{: external} representative to learn more about the {{site.data.keyword.cloud_notm}} services that qualify for a service commitment.
{: #manual-credit} {: faq}
A manual credit is a credit that you receive from {{site.data.keyword.Bluemix_notm}} as part of a special program, reimbursement from an illegitimate charge, or other reasons unrelated to a promotion. Manual credits are issued by {{site.data.keyword.Bluemix_notm}} and no customer action is necessary. You can view any manual credits that are applied to your account by completing the following steps:
- In the {{site.data.keyword.Bluemix_notm}} console, go to Manage > Billing and usage, and select Promotions and credits.
- From the Type dropdown, select Manual credit.
{: #invoices} {: faq}
You might receive multiple invoices if you have an Enterprise Savings Plan and service commitment on different orders. If you have service commitments at multiple sites, you receive separate invoices for each.
{: #usage-report-vs-usage-ui} {: faq}
The amount that is displayed on the Usage page is updated more regularly than the downloaded CSV usage report. The discrepancy in the usage amount might be because of the time delay between processing the data that you see on the Usage page and the information in the CSV reports. The discrepancy during the current month resolves when all reports finalize after the ninth of the subsequent month. If the billing discrepancy persists, the amount that is shown in the {{site.data.keyword.Bluemix_notm}} console is the accurate amount.
To resolve any billing issues, contact {{site.data.keyword.Bluemix_notm}} Support{: external} and open a support case.
{: #usage-report-vs-cost-analysis} {: faq}
The data that the Cost analysis page uses is based on the downloadable CSV usage reports. During the current month, the Cost analysis page is vulnerable to the same billing discrepancies that arise between the Usage page and the CSV usage reports. For more information, see Why doesn't the usage report that I downloaded match what I see on the usage page?.