Find answers to common questions about billing and payment information relating to your account.
Where do I find my invoices?
If you are the account owner or one of the billing contacts, on the 15th of each month you will receive a PDF copy of your ROLLER subscription invoice via email. The email will have a payment link that can be used to pay the invoice.
You can also view and download invoices from Venue Manager. For more information, see the guide Find your ROLLER subscription invoices in Venue Manager.
When will my card be charged?
If you have a Stored Payment Method added to your account, your credit card will be charged on the same day you receive an invoice. If your chosen mode of payment is direct debit, it will take 2-3 days for funds to be collected from your nominated bank account.
For more information, please refer to Pay your ROLLER invoice.
How can I update my billing contact details?
To update who receives invoices, you need update your billing contacts:
From Venue Manager, go to Settings > Staff > All staff.
For the staff member, select the options menu (3 dots).
Select Make or Remove billing contact.
For more information, see the guide Add a billing admin to your account.
If you are looking to change your billing entity’s details, contact our support team with the updated details.
How do I update the company name on the invoice?
If the billing entity on the invoice is incorrect, contact our support team with the correct entity name and the relevant tax ID. We will update the information in our system before your next invoice is sent out.
How do I change which user receives ROLLER invoices?
You can manage your billing contacts easily through Venue Manager under venue settings. Please refer to Add a billing admin to your account for more details.
Is my credit card information secure?
Yes. ROLLER uses a secure third-party system (Chargebee) to process all credit card payments. ROLLER does not have access to your credit card number at any point. For more information about the strict security measures that Chargebee uses, please visit Chargbee’s Security Page.
I received my invoice but funds were deducted a few days later. Why?
If you have signed up for a direct debit/ACH facility with us, the payment may take 2-3 days to be deducted from your bank account. This is due to the fact that direct debit transactions are never instant, unlike credit card payments. For more information, see the guide Pay your ROLLER invoice.
Why am I getting charged transaction fees?
Depending on your contract terms and the pricing tier you are on, you will be charged a percentage of the total transactions processed through the ROLLER platform on a monthly basis. The transaction invoices are generated in arrears on the 1st of each month for the transactions processed in the previous month.
How can I upgrade, downgrade or cancel my subscription?
Please refer to subscription upgrades, downgrades and cancellations for more information.
Where can I see which plan I’m subscribed to?
You can see the plan you are subscribed to in Venue Manager.
Please refer to Find your Subscription article for more details.
Why can't I access ROLLER Venue Manager?
Access to your ROLLER platform is suspended if you have invoices that are more than 30 days overdue from the due date of the invoices.
Please refer to our Account Suspension article for more details.
I have more questions about billing. Who do I contact?
For all additional billing-related queries contact our support team.
I don’t understand the charges on my invoice
Please refer to our Understand your ROLLER invoice article for more details.
I don’t understand my ROLLER Payments invoices
Please refer to our Understand your ROLLER invoice article for more details.