Account, Billing and Invoices FAQ: VAT, Cards, Seats and Access
How Klip Kanvas invoices work, tax and VAT, payment methods, billing contacts, mid-cycle seat changes, failed payments, and who can access the workspace.
Billing questions cluster around invoices, tax, cards, who gets the receipt, mid-cycle seat changes, failed charges, and workspace access. Here is the operational version, limits included. Live prices stay on /pricing.
01
Invoices & Receipts
1.Where do I download invoices and receipts?
From the billing panel on the account that holds the subscription. Each successful charge should produce a PDF you can hand to finance: date, plan, amount, and the tax treatment that applied. If you do not see a document within a short window after payment, refresh once, then contact support with the charge timestamp rather than creating a second checkout. Invoices are issued to the workspace owner’s billing profile, not automatically to every teammate. Agencies that need a per-client PDF should not expect the platform to split one subscription into eight invoices — that is your own billing, not ours.
#Invoices & Receipts
2.Can I get an invoice before I pay, on a purchase order?
Self-serve checkout bills a payment method and then issues a receipt. True PO-and-net-30 invoicing is an enterprise path, not a toggle on the entry tier. If procurement cannot pay a card, talk to sales before you promise a client a start date, because a custom billing setup is slower than a self-serve upgrade. Do not start producing on free credits under the assumption a PO will “catch up” — free output is watermarked and is not a production plan. Check /pricing for whether your intended tier is self-serve or sales-assisted.
#Invoices & Receipts#Payment Methods
3.Can you reissue an invoice with a different company name?
Sometimes, if the charge is recent and the legal buyer was always that company. We cannot invent a backdated invoice to a different entity to fix someone else’s bookkeeping after the fact. Update the billing profile first — legal name, address, tax IDs — so the next invoice is right, then ask whether the last one can be corrected. If you ran a personal card for a company workspace, finance will hate the receipt; that is a process error, not a platform defect. Future invoices follow the profile on file at the time of the charge.
#Invoices & Receipts#Billing Contacts
4.Do you send receipts by email automatically?
A copy goes to the billing email on the account when the processor has settled the charge. If that mailbox is a founder’s personal address, finance will miss it — change the billing contact before the next cycle, not after close. Team members who are not the billing contact should not expect a copy; forward internally or download from the panel. Check spam once, then stop assuming a missing mail means you were not charged — the panel and the card statement are the records. You can still pull historical PDFs later without waiting on a resend.
#Invoices & Receipts
02
Tax & VAT
5.Do prices include VAT, GST or sales tax?
Tax treatment depends on where the buyer is, what identifiers you gave us, and the rules that apply to digital services in that place. The number on /pricing is a plan price; the number on the invoice is the plan price plus whatever tax the processor is required to collect. We will not quote a single global “VAT included” line in this article because it would be wrong for someone. Add your VAT/GST/business numbers in the billing profile before the first paid charge if you are entitled to a reverse-charge or exemption treatment — after the invoice is issued, corrections are slower.
#Tax & VAT
6.How do I add a VAT or GST number so invoices are valid for finance?
Put the legal name, address and tax registration numbers into the billing profile, then generate a test or wait for the next invoice and read it. Invalid or mismatched numbers can be rejected by the tax engine, which means the invoice still goes out but without the treatment you wanted. That is an honest limitation: we collect what you type; we do not audit your company’s registration. If finance needs a specific field — state, HST, GSTIN — and it is missing, write to support with a sample of the required layout rather than a vague “make it compliant.”
#Tax & VAT#Invoices & Receipts
7.Can you zero-rate or reverse-charge my invoice?
Only when the underlying tax rules and the identifiers on the account support it. Reverse charge is not a courtesy we apply because a customer asked nicely in chat. If your company is VAT-registered in a jurisdiction that requires reverse charge on B2B digital services, the billing profile has to be complete before the charge, not after. We cannot promise every buyer a tax-free invoice. If your finance team has a written position, attach it to the ticket. Until then, assume the processor will collect what the location of the buyer implies.
#Tax & VAT
8.I need a tax invoice in a specific currency. Can you convert it?
The invoice currency follows how the charge was settled, not how you prefer to report internally. Display prices on /pricing may be localised; settlement can still happen in the processor’s charge currency. We will not issue a second “courtesy” invoice in another currency as if it were the original tax document — that creates two conflicting records. If your books need a local-currency figure, your accountant converts from the official receipt. This is a real limitation of a global self-serve product and one reason enterprise buyers sometimes need a custom contract.
#Tax & VAT#Payment Methods
03
Payment Methods
9.What payment methods do you accept?
Self-serve plans are paid with the methods the checkout shows — typically cards via our payment processor. Availability of wallets, local methods or ACH is whatever the checkout offers in your country on the day you pay, not a static list we can freeze in a FAQ. We do not take crypto, and we do not take a personal wire to an employee. If checkout fails a card that works elsewhere, try a second card before assuming the plan is down. Live methods are on the /pricing checkout, which is the only list that matters.
#Payment Methods
10.Can I pay by bank transfer or cheque?
Not on the default self-serve path. Bank transfer, cheque and PO terms appear, when they appear, on sales-assisted or enterprise agreements. Asking support to “just send bank details” for a monthly seat is how those requests get declined. If your company cannot use a card, say so before you brief a launch, because the alternative billing path is slower than a 3–5 minute render. Do not start a card payment, fail it on purpose, and then request a wire as a workaround — that leaves a failed-payment record on the account.
#Payment Methods
11.Is my card data stored on Klip Kanvas servers?
No. Card details are collected and stored by the payment processor, not in our application database. We keep billing metadata — last four, expiry month, charge IDs, invoice PDFs — so we can show you history and debug failures. That is the normal split and the one you should expect from any serious SaaS. It also means we cannot “look up your CVV” or type a new card in for you over chat. Update methods in the billing panel. If you suspect a stolen card, revoke it at the bank and in the panel, then rotate workspace passwords.
#Payment Methods#Account Access
04
Billing Contacts
12.Who is the billing contact, and how is that different from an admin?
The billing contact receives invoices, dunning mail and renewal notices. An admin can manage seats, assets and projects. They can be the same person; on agencies they often should not be. Put finance as billing contact and a producer as admin so a missed invoice is not sitting in a creative’s spam folder. Changing billing contact does not move legal liability by magic — the account owner still owes the subscription. If a client insists on being billing contact on your workspace, understand they will see plan amounts; many agencies keep billing in-house and invoice the client themselves.
#Billing Contacts
13.Can two people receive every invoice?
The product sends to the billing email on file. A second finance inbox is a forward or a shared mailbox, not a guaranteed multi-recipient feature we will promise here. If you need a CC and the panel does not show one, set the billing address to a group inbox that both controller and founder read. Missing an invoice is an internal routing problem more often than a platform outage. Historical PDFs remain downloadable by people who have billing permission, which is the backup path when mail is flaky.
#Billing Contacts#Invoices & Receipts
14.Our agency wants each client billed separately. Can you split invoices?
Not natively. Klip Kanvas bills the workspace owner. There is no built-in split-by-client invoice. The workable patterns are: you hold the subscription and line-item it (with or without markup) on your own invoices, or the client owns the account and adds your team as seats. The second pattern means you lose the workspace if they leave. We will not emit eight tax invoices from one charge to make a holding company’s ledger tidier. See /pricing for team and agency tiers, and the agencies FAQ for workspace separation.
#Billing Contacts#Mid-Cycle Changes
05
Mid-Cycle Changes
15.How do upgrades work mid-cycle?
Upgrades take effect immediately. You pay a prorated difference for the rest of the cycle, new features unlock, and additional credits land without waiting for the renewal date. Existing credits are not wiped. This is the path to use when a batch is queued and you are out of allowance — not next month, today. The following full invoice is at the new tier. Check /pricing so you know what you are unlocking: 4K, cloning, seats and credit volume do not all move together on every step. Screenshot the confirmation; finance will ask.
#Mid-Cycle Changes
16.How do seat changes work mid-cycle?
Adding a seat you are already entitled to on the plan is immediate. Going beyond the included seat count means adding seats if the tier allows it, or upgrading the tier. We do not generally refund a seat you added and then unused three days later; seats are access, not hourly labour. Removing a seat mid-cycle typically does not cut the invoice today — it takes effect at the boundary, same idea as a downgrade. If a contractor is done, revoke access the same day for security, even if you are still paying through the period. Access and billing are different clocks.
#Mid-Cycle Changes#Account Access
17.What if I need more credits in the middle of a cycle?
Two routes: a top-up pack on paid plans, which credits the balance immediately, or an upgrade, which raises the allowance and usually the feature set. Top-ups are for spikes; if you top up two months running, the next tier on /pricing is almost always cheaper per render. Rendering stops when you hit zero; editing does not. Do not open a dispute because you ran a 40-ad batch on a plan sized for 12. Unused credits roll over one cycle on paid plans, so a spike month followed by a quiet one is survivable if you stay subscribed.
#Mid-Cycle Changes
18.Do downgrades and annual-to-monthly switches happen mid-cycle?
Downgrades wait for the end of the period you already paid. Annual to monthly is a renewal-time change, not a mid-term rewrite of a discounted commitment. That is a genuine constraint: the discount is the trade for the term. If you must reduce cost today, the levers are stopping extra seats at the boundary, not rendering, and not buying top-ups — not a same-day price cut. Edge cases exist; they are handled in support with the terms in hand, not via a secret button. Plan the change five days before renewal, not five minutes after the invoice lands.
#Mid-Cycle Changes
06
Failed Payments
19.What happens when a renewal payment fails?
The processor retries, we notify the billing email, and if the charge never clears, paid capacity lapses. Update the card as soon as you see the mail. A failed renewal is not a pause you chose, not a free extension, and not grounds for a later “unauthorised charge” dispute if the subscription was still active. Campaigns die this way: nobody reads dunning mail, the queue stops, a launch slips. Put a real inbox on the billing contact. If you meant to cancel, cancel before renewal; do not use a declining card as the cancel mechanism.
#Failed Payments
20.Will you retry a failed charge, and for how long?
Yes, retries happen, and the exact window is owned by the processor and can change, so this FAQ will not invent a “we retry six times over 14 days” promise. Treat the first failure mail as the working deadline. Each retry can show up as a pending authorisation on the card; that is not always a double charge. If you update the card, a retry may fire quickly — stay solvent on that card. If you have cancelled in the meantime, say so in the ticket so we do not keep dunning a dead subscription.
#Failed Payments#Payment Methods
21.Can a failed payment lock me out of videos I already made?
New renders stop when paid access lapses. Downloads of already-generated files are the thing we try not to hostage, but you should never rely on a lapsed account as your only copy of a live ad. Export masters while the account is healthy. A dunning lock is a limitation, not a ransom policy we celebrate: we need a working payment method to keep a paid workspace running. If you are locked and you have a genuine processor outage on our side, support can see that. If the card is expired, that is on the billing contact.
#Failed Payments#Account Access
22.Where do I go for a billing change that the panel will not let me make?
Support, with the account email, plan, and the change you want — invoice legal name, tax ID, owner transfer, PO path, failed-charge receipt IDs. The panel is the right first tool for cards, upgrades, downloads and cancel. What it will not do is rewrite tax history, split a charge across clients, or cash out unused credits. Those refusals are policy, not a broken form. Live plan amounts always sit on /pricing. If you need a human, use the billing category on the contact form so the ticket does not sit in a product queue.
#Failed Payments#Invoices & Receipts
07
Account Access
23.Who can log in, and who can change billing?
Anyone with a seat can work at the permission they were given. Billing changes — plan, card, cancel — belong to the owner or a role with billing permission, not to every editor. That split exists so a junior producer cannot cancel an eight-client workspace. If your team is small, one person may hold both roles; still use unique logins. Shared “studio@” passwords are how you lose the audit trail when something is refunded or deleted. Review seats when people leave, the same day, not at the next invoice.
#Account Access
24.Can I recover an account if the owner left the company?
If you have the owner email, a company domain, and proof you control that domain, support can often transfer ownership. If the owner used a personal Gmail, quit, and will not reply, that is a much harder case and sometimes an impossible one. This is a real limitation: we cannot casually hand a workspace to whoever phones. Put the owner on a company address on day one. Keep billing cards in a company vault. Founder clones, invoices and ad files all sit behind that identity. Treat owner email as a production dependency, because it is.
#Account Access#Billing Contacts
25.Does SSO or two-factor exist for billing-sensitive accounts?
Team access controls exist on higher tiers; enterprise SSO and a procurement-grade security pack are a sales conversation, not something every plan includes. If your security questionnaire assumes SAML on day one, do not buy a self-serve seat and then fail the review. We also cannot certify that a given login setup meets your ISO policy — that is your review. Enable the strongest authentication the product offers on your tier, unique seats, and a company-owned billing contact. Details for security questionnaires live in the enterprise FAQ once that hub is your next read.
#Account Access
26.Can a teammate see my invoices if they can see projects?
Not automatically. Project access and billing access are separate on purpose. A strategist needs the cuts; they do not need the company’s tax invoice. If invoices are visible to someone who should not see them, a role is too wide — tighten it rather than asking us to hide a PDF after the fact. Agencies should assume clients added as seats might explore every menu they can open. If a client must never see your plan rate, they should not be in your billed workspace at all; deliver files instead.
#Account Access#Billing Contacts
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