Overview
The invoices section shows all past invoices on a customer's account. An invoice relates charges, credits, and payments together, and is generated whenever a subscription is created, renewed, or updated. It may include a discount or tax where appropriate, and is sent out for collection.
Where to Find Invoices
Access invoices under Billing → Invoice history. Only account admins can view and download invoices. Invoices are also automatically sent to the billing contact email address after each successful charge.
Permissions: Viewing invoices and billing details requires account settings access. If you don't have this permission, ask an account admin to check the Billing page.
If invoices can't be found:
Confirm you're logged in as an account admin (not a regular user).
Check the billing contact email — invoices are sent there automatically.
To change the billing email, update it under Billing → Billing contact.
What Appears on an Invoice
# | Field | Information |
1 | Invoice Number | The number of the invoice. |
2 | Customer ID | The company ID for the customer. |
3 | Invoice date | The date the invoice was issued. |
4 | Payment terms | Number of days until the invoice is due. |
5 | Due date | The date the invoice is due. |
6 | Sold by | Pipedrive's address information. |
7 | Sold to / Bill to | Name and address of the company/person the invoice is issued to. VAT is shown here. |
8 | Date | The subscription period. |
9 | Description | The plan and add-ons subscribed to. |
10 | Quantity | Number of seats or add-on units. |
11 | UOM (Unit of Measure) | Whether the line refers to seats or add-on units. |
12 | Unit Price | Price per unit. |
13 | Discount Rate | Discount percentage. |
14 | Discount | Actual discount amount. |
15 | Subtotal | Combined price for all units, before tax. |
16 | Tax Rate | Tax percentage for the billing country. |
17 | Tax Amount | Actual tax amount added. |
18 | Total | Subscription total with tax added. |
19 | Credit memo | Any credit amount generated. |
20 | Paid | Amount paid after tax/discounts/credits. |
21 | Amount due | Outstanding amount after credit is applied. |
22 | Invoice notes | Any manually added notes. |
23 | Invoice status | Paid, due, or past due. |
Invoice Types
Pipedrive uses two invoice types:
Charge invoice — bills the customer for subscription renewals, new seats, add-ons, or plan changes.
Credit invoice — generated when either (1) a credit is manually created, e.g. compensation for a service issue, or (2) a subscription is modified and the remaining amount from the old subscription is applied to the new one. It shows the credit amount and what it's for.
How Charges Are Calculated
Adding a seat:
If there's an open seat, a new user occupies it and nothing changes on the invoice.
If there's no open seat, adding a user increases the billed seat count immediately. This appears as a separate, prorated charge for the remaining time in the current billing cycle — not part of the regular renewal invoice.
Upgrading a plan:
Takes effect immediately. This generates two things: a credit memo for the unused balance of the current plan, and a new invoice charging the new plan for the rest of the cycle. The credit is applied against that new invoice.
This is why an upgrade can look like "two charges in one month" — it's a credit memo plus a separate invoice for the new plan, not a duplicate charge.
Downgrading a plan:
Takes effect at the next renewal date, when the next invoice is issued. No mid-cycle charge or refund. A pending downgrade shows as a banner on the Billing overview page until it takes effect.
Changing billing frequency (monthly ↔ annual):
Takes effect at the next billing cycle in both directions — never immediately, unlike a plan upgrade. The new invoice is issued at that next cycle.
Removing a seat:
Deactivating a user does not automatically remove the seat. At the moment of deactivation, a prompt offers the option to remove the unused seat:
If removed, the change takes effect at the next billing cycle. If a new user is assigned to that seat before the cycle starts, the seat stays and won't be removed.
If not removed, the seat remains and billing is unchanged.
Seats can also be removed later under Billing → Manage subscription → Team size, but only if the seat isn't assigned to an active user.
Add-ons:
Some features are included at certain plan tiers, while others (e.g. LeadBooster, Projects, Smart Docs, Campaigns) are separate add-ons billed as their own line item. Check what's included under the plan details, or review active add-ons under Billing → Manage add-ons.
VAT, Tax IDs & Billing Details
VAT IDs are validated in real time via VIES (EU customers). Invalid or unrecognized IDs aren't accepted.
Adding a valid VAT ID removes VAT from future invoices only — it doesn't retroactively change past invoices.
Billing address, company name, or contact details can be updated under Billing → Billing details — changes apply to future invoices only.
Past invoices can't be reissued or modified once generated.
Payment Failures & What to Do
A failed payment enters a grace period of up to 30 days, during which the system retries the charge automatically. The customer is notified by email.
Verify card details under Billing → Payment method.
Common causes: expired card, insufficient funds, bank block on international charges, or address mismatch.
If the card is correct, please contact their bank to authorize the charge.
If payment isn't recovered within the grace period, the account may be suspended.
Refund Requests
Charges are non-refundable per our Terms of Service. This applies to accidental renewals, unused subscription periods, and seat charges for deactivated users where the seat wasn't removed before renewal.
Invoice Discrepancies & Reconciliation
For an unexpected charge or amount mismatch, review the line items for proration, add-ons, or seat count changes made during that billing cycle — the large majority of discrepancies trace back to one of these three.
Subscription Renewals & Cancellations
Subscriptions renew automatically on the billing cycle date. Cancelling before that date takes effect at the end of the current paid period — access continues until then. Post-renewal refund requests follow the non-refundable policy above.
Billing Currency & Region
Billing currency is set at account creation based on the billing country. Changing currency or billing region requires a manual process handled by our billing team — contact support to request it.
FAQ
Question | Answer |
Where do I find my invoice? | Under Billing → Invoice history (admin access required). Invoices are also sent automatically to the billing contact email. |
Why is my invoice higher than expected? | A higher-than-expected total usually comes down to one of three things: an add-on renewing alongside the plan, a seat that was never removed after a user was deactivated, or a discount that's no longer active. Reviewing the line items against these three usually explains the difference. |
I see two charges this month — is that a duplicate?
| Usually not. The most common causes are a plan upgrade (credit memo + new invoice), a seat added mid-cycle with no open slot, or two separate Pipedrive company accounts sharing the same card. |
I see two charges after a failed payment — is that a duplicate? | Not necessarily. When a payment retry succeeds, the earlier failed attempt can still be showing on the statement as a pending authorization that hasn't cleared yet. Both entries appear briefly, but only the successful charge goes through — the pending one drops off on its own. |
What is this line item on my invoice? | Check the Description field for the plan/add-on name, and Quantity/UOM for how many units it covers. See the full field breakdown above. |
What's a credit memo? | A credit generated either manually (e.g. service compensation) or from a plan upgrade, showing the amount and what it offsets. |
I thought this feature was included in my plan — why am I being charged for it? | Some features are included in a plan tier, while others are separate add-ons billed as their own line item. Check what's included under the plan details, or review active add-ons under Billing → Manage add-ons. |
I deactivated a user — why am I still being charged for their seat? | Deactivating doesn't remove the seat by itself. If the seat-removal prompt wasn't confirmed at deactivation, remove it under Billing → Manage subscription → Team size; it takes effect next cycle. |
Why was I charged before my renewal date? | A mid-cycle change — adding a seat or upgrading a plan — bills immediately for the prorated remainder of the cycle. This is separate from, and happens before, the regular renewal charge. |
Can I get my VAT number or billing details corrected on a past invoice? | No — VAT and billing detail changes apply to future invoices only. Past invoices can't be modified. |
My payment failed — what do I do? | Update the card under Billing → Payment method. The system retries for up to 30 days; contact the bank if the card details are correct. |
I need to change my billing currency or region. | This requires a manual process — contact support to request it. |