ROLLER billing and payment FAQs

If you are the account owner or one of the billing contacts, on the 15th of the month you will receive a PDF copy of your ROLLER subscription invoice via email, according to the billing frequency (monthly, quarterly or annual) on your order form. 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 and transaction invoices.

Please refer to our About your ROLLER subscription invoice for more details.

If the billing entity on the invoice is incorrect, contact your customer success manager or the 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.

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, and the payment can then take 3-4 business days to process.

For more information, please refer to Pay your ROLLER subscription invoice.

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 subscription invoice.

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 Chargebee’s Security Page.

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. Transaction invoices are separate from your subscription invoice and are generated in arrears on the 1st of each month for the third-party payment processing fees on transactions processed in the previous month.

ROLLER Payments fees are not invoiced. They are net-settled from your daily payouts, so you will not receive a separate invoice for them. If you have questions about the fees deducted from your payouts, contact your customer success manager or the support team.

To update who receives invoices, you need to update your billing contacts:

1. From Venue Manager, go to Settings > Staff > All staff.

2. For the staff member, select the options menu (3 dots).

3. Select Make or Remove billing contact.

For more information, see the guide Add staff members as billing contacts.

If you are looking to change your billing entity’s details, contact your customer success manager or the support team with the updated details.

You can manage your billing contacts easily through Venue Manager under venue settings. Please refer to Add staff members as billing contacts for more details.

You can see the plan you are subscribed to in Venue Manager.

Please refer to Find your subscription plan, add-ons and price breakdown article for more details.

For more information, see Upgrade, downgrade or cancel your ROLLER subscription.

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.

For more information, see Account suspension for unpaid ROLLER invoices.

For all additional billing-related queries contact your customer success manager or the support team.