Multi-Seat Subscriptions: Manage Invoices and Unblock Account

On the subscription management portal at manage.techsmith.com, you can purchase and manage a multi-seat subscription for these products:

 

After you place an order (ex. purchase a product) at manage.techsmith.com, an email is sent to your billing email address with the attached invoice. Also, on the subscription page, invoice details appear on the Invoices tab. See the View Invoice Details section in this article.

 

Also, if your order was placed with a purchase order (PO), on the subscription page, you can see a hint about an unpaid invoice.
overdue_01.png

 

Use the instructions in the emailed invoice to make the payment via a check or wire transfer. Alternatively, you can make the payment using a credit card. See the Settle an Unpaid Invoice section in this article.

 

Please make the payment until the invoice due date. Otherwise, your account may be blocked, and access to the unpaid product may be removed. See the What If My Account Is Blocked and What If Product Access Is Removed sections in this article.
overdue_02.png

 

Invoice is generated when you or the Sales team place an order at manage.techsmith.com:

  • Monthly/yearly subscription is created (the first product is purchased)
  • Additional products are purchased
  • Additional seats are purchased
  • Subscription is auto-renewed
  • Subscription is renewed early
  • Expired subscription is renewed

 

You can view the invoice details on the Invoices tab.
overdue_06.png

 

Also, an email with order details and attached invoice is sent to your billing email address.

Email example
overdue_07.png

 

Depending on the payment method that was used to make the purchase (credit card or PO), invoice contains different information.

  • Sample invoice for a PO purchase

    Invoice contains order summary and instructions for making a payment via a check/ACH. Invoice balance shows the amount to be paid.

    See the attached file at the bottom of the page: Invoice_sample_PO_purchase_unpaid.pdf.

    After you make the payment, you receive another copy of the invoice.
    In this copy, the invoice balance shows "PAID".

    See the attached file at the bottom of the page: Invoice_sample_PO_purchase_paid.pdf.

  • Sample invoice for a credit card purchase

    Invoice contains order summary. Invoice balance shows "PAID", and credit card identifier is provided.

    See the attached file at the bottom of the page: Invoice_sample_credit_card_purchase.pdf.

Depending on your preferred payment method, you can pay an invoice in one of the following ways:

  • Pay an invoice with a check or wire transfer
    After you place an order (ex. purchase a product) with a purchase order at manage.techsmith.com, an email is sent to your billing email address with the attached invoice.
    Also, on the subscription page, you can see a hint about an unpaid invoice.
    overdue_01.png
    Please use the instructions in the attached invoice to make the payment via a check or wire transfer. Alternatively, you can use the hint to pay the invoice with any credit card added to your account at manage.techsmith.com.

  • Pay an invoice with a credit card
    If you place an order with a credit card, as a rule, your payment is processed immediately.
    On the subscription page, you can see a hint about an unpaid invoice if your auto-renewal payment failed.
    overdue_05.png
    You can use the hint to pay the invoice with any credit card added to your account at manage.techsmith.com.

 

To pay an invoice with a credit card:

  1. Go to the subscription management portal at manage.techsmith.com and sign into your TechSmith account.
    If the “Product subscriptions will appear here” message appears, see Multi-Seat Subscriptions: Create and View Subscription > Why Can’t I View My Account and Subscription section.
  2. On the My subscriptions tab, in the Payment method section, make sure that the needed card is added (does not need to be set as primary). For information on how to add a card, see Multi-Seat Subscriptions: Manage Payment Method > Add a Credit Card section.
    overdue_09.png
  3. In the My subscription section, in the hint about an unpaid invoice, click View invoices.
    overdue_01.png
  4. On the Unpaid invoices page, click an invoice.
    overdue_18.png
  5. On the invoice page, click Pay with card and select the card with which you would like to pay the invoice.
    overdue_3.png
    If instead of card numbers, the Add a credit card first message appears, click Close. Go to the Payment method section, add a card, and then return to step 3 in this procedure.
  6. Confirm that you would like to make the payment.
    overdue_08.png
  7. Repeat steps 3–7 to settle other unpaid invoices, if any.

 

If your account is blocked, and all your overdue invoices are paid, your account will be unblocked automatically within 24 hours. If you have any questions, please contact our Customer Service team.

Depending on your payment method—credit card or purchase order (check/wire transfer)—an invoice may be overdue in different cases.

 

To learn more, choose one of the following:

 

Purchase Order: Overdue Invoice

After you place an order with PO, you can see a hint about an unpaid invoice.

overdue_01.png

 

To view due dates for all unpaid invoices, in the hint, click View invoices. As a rule, invoice due date is 30 days after the order date. Ex. if you placed an order on August 1, 2020, the invoice due date is August 31, 2020.
overdue_19.png

 

If an invoice is overdue, an email reminder is sent to your billing email address with the attached invoice. Use the instructions in the attached invoice to make the payment via a check or wire transfer.

Alternatively, you can make the payment using a credit card. For more details, see the Settle an Unpaid Invoice section in this article.

If your account is blocked, and all your overdue invoices are paid, your account will be unblocked automatically within 24 hours. If you have any questions, please contact our Customer Service team.

 

Credit Card: Overdue Auto-Renewal Invoice

If you have auto-renewal activated, your subscription is renewed at the start of the new billing period (ex. on March 10, 2021).
renewal_01.png

 

The renewed product seats become active immediately, and the system tries to withdraw the payment for auto-renewal.

 

The auto-renewal payment might fail because of insufficient funds, incorrect credit card details, or other. In this case, an email notification about a failed payment is sent to your billing email address.

Email example
overdue_17.png

 

Also, on the Payments and refunds tab, the failed auto-renewal payment appears with the Error status.
overdue_04_new.png

 

Please contact the card-issuing bank to resolve the issue. Within 24 hours, the system will try again to withdraw the auto-renewal payment from your primary credit card.

Alternatively, you can pay the invoice with another card using the hint about an unpaid invoice. For more details, see the Settle an Unpaid Invoice section in this article.overdue_05_new.png

Payment for auto-renewal is the only credit card payment that can become overdue. When you place a different type of order with a credit card (purchase additional products, purchase additional seats, or renew the subscription), and your credit card payment fails, the order is not created. You can see an error message with details about why the payment failed (ex. incorrect credit card details or insufficient funds). After you resolve the issue or add a new primary credit card, you need to try and place the order again.

If you have unpaid invoices that are past their due date, your account may be blocked.
overdue_10.png

 

If your account is blocked, the following restrictions apply:

  • No possibility to purchase additional products or seats.
    If you try to place a new order, in Order summary, the Purchase option will be unavailable.
    overdue_11.png
  • Ownership transfer unavailable.
    You will not be able to transfer subscription ownership to another person.
    overdue_12.png

 

To unblock your account, please pay all overdue invoices. For more details, see the Settle an Unpaid Invoice section in this article.

If you have an unpaid invoice that is past its due date, you may lose access to the unpaid product.
overdue_15.png

As a result, you will not be able to assign or revoke seats, and the users with assigned seats will not be able to access the product.
overdue_16.png

 

Access to the product will be restored within 24 hours of receiving payment for the last overdue invoice. If you have any questions, please contact our Customer Service team.

This help topic is for Video Review, TechSmith Assets for Snagit, TechSmith Assets for Camtasia, TechSmith Knowmia Pro, and Audiate. If you are looking for information about TechSmith Snagit, TechSmith Camtasia, or TechSmith Knowmia Enterprise, please visit our help center.

 

← back to top