FAQs for invoices

Where can I access my invoice?

If you have a billable account, you can access your invoice by clicking Manage > Billing and usage, and selecting Invoices. If you have a Lite account, you don't have an invoice because you're never charged for Lite plan usage.

You might be redirected to view your invoices on the IBM Invoices website. See How do I view invoices for Pay-As-You-Go or Subscription accounts? and Viewing your invoices for more information.

Why does my usage not match my invoice?

Your usage might not match your invoice because the months that are used to compare usage aren't the same, or the total amount of the orgs wasn't selected. For more information, see Viewing your usage. If it still doesn't match, get in touch with us by calling 1-866-325-0045 and choosing the third option, or by opening a support case.

Why can't I manage my invoices?

You might not have the correct permissions. Ask your account owner to add you to the View account summary access group. For more information, see Managing migrated SoftLayer account permissions.

How can I download my invoice?

To download your invoice, go to Manage > Billing and usage, and select Invoices. Then, click the Download icon and choose an invoice format. You can download an invoice as a simplified PDF, a detailed PDF, or as an excel spreadsheet.

In some cases, you are redirected to the IBM Invoices website where you can download your invoices. From the Invoices page, click the Actions icon and select the invoice format. You can download an invoice as a simplified PDF, a detailed PDF, or as an excel spreadsheet.

Is paperless invoicing available?

Yes, you can switch to paperless invoices by submitting a request on the IBM Customer Support site. For more information, see Requesting paperless invoices.

What are the adjustments that are shown on my invoice?

The adjustments section of your current invoice includes charges or credits from previous billing periods that weren't included on your previous invoice.

How do I know if my invoice is paid?

If you manage your invoices through the IBM Console, you can see their status by clicking Manage > Billing and usage, and selecting Invoices. When the invoice is paid, the status says Closed. If your invoices are managed through the IBM Invoices website, it's paid when the status says Settled.

Can my usage differ from what's reflected on my invoice?

Yes. An IBM Cloud service might provide a free allocation before the start of your billing period. To determine whether your service instance provides a free allocation, go to the Resources list in the IBM Cloud console. Click the service name, and then click Plan. Free allocations are applied to the account level and not the organization level.

In addition, depending on your account type, your usage is incurred and reflected differently on your invoice. For more information, see Invoicing for different account types.