In this article, we’ll address common customer questions related to customer accounts. If your query is not covered in this article our team can be contacted at [email protected].
This article contains the following items;
- How can I upgrade my subscription?
- How long can I use ClockOn for free?
- How does ClockOn charge for additional ABNs?
- Can I downgrade my subscription back to the free 'Starter' package?
- Am I able to use add-on options while on the free subscription?
- How does the ClockOn billing cycle work?
- License increases and add-on purchases.
- Why did I receive a double charge on my invoice when I elected to pay monthly?
- Why am I getting two invoices in the same month when I have elected to pay monthly?
- What happens to my subscription if payment is declined on my account?
- How can I cancel my subscription?
- Can I reactivate a previously cancelled account?
How can I upgrade my subscription?
This is done using the Subscription Screen, by selecting either the "Standard" package or requesting a quote for Outsourced payroll (with this option we advise on updated employee pay conditions, and process the payroll on your behalf).
For more information please see our Subscriptions Manager article.
How long can I use ClockOn for free?
ClockOn is free indefinitely, for calculating payroll for up to 20 employees.
The ATO STP submission component of the system is free to a point, it's limitations are as follows:
- 27 submissions to the ATO - Equivalent to 1 year of fortnightly payroll submissions + a few extra for EOFY, or
- 1 year of use from your initial signup date.
If you need to submit STP to the ATO after either of the above conditions are met you will need to upgrade to a paid subscription to proceed.
How does ClockOn charge for additional ABNs?
ClockOn treats each ABN instance as a separate subscription. With this in mind, the following items need to be taken into consideration;
- The free 'Starter' period is available for each organisation.
- After the free period has expired, each instance must be upgraded separately for continued use.
Please see our guide on adding additional ABN instances to the system, Adding additional organisations (ABNs).
Can I downgrade my subscription back to the free 'Starter' package?
No, the free offering (Starter) is available as a trial of the ClockOn system. Once a user has elected to upgrade, we do not offer an option to downgrade back to this package.
Am I able to use add-on options while on the free subscription?
The answer is yes. You can access these items using the Try Now buttons in the Subscription screen to use these items for a set timeframe.
Once the trial period for these packages has expired, a paid subscription will be required for their continued use.
How does the ClockOn billing cycle work?
Monthly Customers
Invoices will be generated on the 14th day and payment and funds are drawn on the 23rd of each month.
Annually Customers
Invoices will be generated 1-month before the renewal expiry date. The invoice will be raised on the 15th day of the month and amounts drawn on the 24th.
Please be aware that all amounts are drawn in advance of the period.License increases and add-on purchases.
If you elect to purchase additional licenses or account add-ons you will receive a pro-rata invoice to match the remaining days to the end of your billing cycle using the following calculation.
(("Cost of item" * 12) / 365) * "days left in the period"
These items are paid in advance and refunds are not provided for mid-period license reductions or add-on cancellations for reasons of change of mind.
Why did I receive a double charge on my invoice when I elected to pay monthly?
If you have received a double subscription charge on your account the likely cause is that you have elected to pay monthly and have signed up on or after our monthly invoice generation date of the 15th of the month.
ClockOn subscriptions are invoiced, in advance of the following billing cycle, this ensures that customers are always paid up 1 month ahead of their current billing cycle. To explain this please see the example below;
A customer signs up on the 18th of July.
- The current billing period billing period is 18/07/2024 - 17/08/2024.
- As the invoice generation day (15th) for the current month has passed, a single invoice will be generated covering both this and next month:
- 18/07/2024 - 17/08/2024
- 18/08/2024 - 17/09/2024
- The next invoice will be issued on 15/08/2024 for the next billing period 18/09/2024 - 17/10/2024.
Why am I getting two invoices in the same month when I have elected to pay monthly?
If you have received two invoices in your first month, the likely cause is that you have elected to pay monthly and have signed up before our standard invoice generation date of the 15th of the month.
ClockOn subscriptions are invoiced, in advance of the following billing cycle, this ensures that customers are always paid up 1 month ahead of their current billing cycle. To explain this please see the example below;
A customer signs up on the 3rd of July 2024.
- The current billing period is 03/07/2024 - 02/08/2024.
- An invoice will be generated on signup, and issued for the current billing period.
- The next invoice will be issued within the same month on 15/07/2024 for the next billing period 03/08/2024 - 02/09/2024.
What happens to my subscription if payment is declined on my account?
ClockOn will attempt to draw the subscription amount on the billing date using the indicated payment method. If this fails to process the following procedure will be initiated.
- ClockOn will re-try the payment after 2 days have passed.
- ClockOn will try the payment again after another 2 days have passed.
- We will make one final attempt at payment.
If the final attempt fails, the ClockOn account will move to a LOCKED status and the customer will be notified by email.
In this state, the user will be restricted from using the system, except for the viewing & updating of payment details (see the Subscriptions Manager article for how payment details can be updated).
IMPORTANT: Please be aware that while an account is in a locked state, invoices will continue to generate, however, the system will not attempt payment until the issue has been resolved. All outstanding invoices will need to be paid to regain access to the system.
If your account is restricted due to billing issues, please contact our support team at [email protected], and we will be happy to help.
How can I cancel my subscription?
Our team is ready and willing to help if you are having issues with the system. We can be contacted at [email protected] and are happy to provide help with the use of the system to improve your experience with the product.
If you wish to finalise your agreement with ClockOn you can do so by completing the following form;
https://www.clockon.com.au/cancel.
Please note that a 30-day notice written notice period is required before the cancellation will take effect. If this is done close to the end of the current period, this may result in an additional charge.
For example, if a customer has monthly billing dates of 01/01 - 31/01 and elects to cancel on 10/01 the following will apply;
- The cessation date of the account will be 10/01, 30 days from this point will be 09/02.
- As the above 30-day date falls within the next billing cycle (01/02 - 01/03), payment for this month will also be due.
- Access to the ClockOn system will be revoked once this period has expired on 02/03.
The notice period also applies in the same way for annual customers, if a cancellation notice is given within the 30 day window expiry window, then the next yearly period will be due prior to the closure of the account.Before finalising your account, we recommend completing the following steps;
- Produce copies of all records that you wish to retain after cancellation
- Process your STP EOFY submission to the ATO.
IMPORTANT: Failure to do the above may result in the inability to generate reports or finalise the portion of earnings reported from ClockOn with the ATO.For further information on our terms of service please see our Master Services Agreement and Refund Policy.
Can I reactivate a previously cancelled account?
In the past, we have had customers request that the system be reactivated to retrieve reporting or to restart business activity.
This may be possible if the data has not been purged from our system. If you would like to enquire about the reactivation of an instance, our team is contactable at [email protected] or [email protected].
Please note that with the processes of reactivation, you will be required to backpay for the periods between the cancellation date and now before it will be accessible.