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Resolving Billing Errors or Duplicate Charges in PyjamaHR: Step-by-Step Guide

Updated this week

Executive Summary

Billing errors and duplicate charges are among the most common concerns for PyjamaHR customers, especially when managing user seats, subscription renewals, and payment methods. This article provides a comprehensive, actionable guide to identifying, resolving, and preventing billing discrepancies—ensuring you only pay for what you use and maintain uninterrupted access to PyjamaHR.


Detailed Overview

What are billing errors and duplicate charges in PyjamaHR?

Billing errors in PyjamaHR typically occur due to:
- Extra or incorrect user seats being billed (e.g., charged for 2 or 3 users when only 1 is needed)
- Duplicate payments for the same billing period
- Prorated charges for users added or removed mid-cycle
- Subscription renewals not reflecting recent changes to your team or plan
- Payment failures or delays causing access restrictions

Why do these issues happen?
- PyjamaHR bills based on the number of active billable users at the time of invoice generation.
- Changes to user access (adding/removing users) during a billing cycle can result in prorated charges.
- Invoices are generated on fixed renewal dates, regardless of when changes are made.
- Payments made after the invoice is generated may not immediately reflect recent team changes.
- Duplicate charges can occur if payment is attempted multiple times or if both manual and auto-payments are processed.

Business Impact
- Unnecessary charges can strain budgets, especially for small teams.
- Access restrictions due to payment issues can disrupt hiring workflows.
- Lack of clarity on invoices can lead to confusion and wasted time.


Step-by-Step Guide: How to Identify and Resolve Billing Errors or Duplicate Charges

1. Review Your Invoice Details

  • Go to Profile > Manage Subscription.

  • Scroll down to Invoice History.

  • Click on the most recent invoice to view a detailed breakdown.

  • Look for: Number of billable users, prorated charges, and payment status.

Screenshot suggestion: Highlight the "Manage Subscription" and "Invoice History" sections.

2. Check Your Team Member Access

  • Navigate to Settings > Team Members.

  • Review the list of users and their access types.

  • Billable access types are clearly marked with a symbol.

  • Remove any users you no longer want to pay for.

  • Note: Changes made after invoice generation will only affect the next billing cycle.

Screenshot suggestion: Show the Team Members page with billable/non-billable icons.

3. Understand Prorated Charges

  • If you added or removed users mid-cycle, your invoice will include prorated charges for the days those users had access.

  • Example: If you had 2 users for half the month and 1 user for the other half, you'll see a partial charge for the second user.

4. Identify Duplicate Payments

  • Check your bank/card statement for multiple charges in the same billing period.

  • Compare payment dates with your PyjamaHR invoice history.

  • If you see two payments for the same period, note the transaction IDs.

5. Request Adjustments or Refunds

  • If you were overcharged or see a duplicate payment:

    • Contact PyjamaHR support via chat or email ([email protected]).

    • Provide your registered email, invoice number, and details of the discrepancy.

    • PyjamaHR will typically adjust the extra amount in your next invoice or process a refund within 5–10 business days.

Real example: “We have been using 1 seat for 6 months but were charged for 2. The platform will keep adjusting the extra INR 6,000 in upcoming invoices.”
“Two deductions have been made for the same account. I want to carry forward this amount, which has been deducted, to the next month.”

6. Monitor Subscription Renewal Dates

  • PyjamaHR subscriptions renew on a fixed date each month or year.

  • Payments made after the renewal date do not change the cycle; access is extended only after payment is received.

  • If you cancel users after the invoice is generated, the adjustment will be in the next cycle.

7. Cancel or Downgrade Unused Seats

  • Remove extra users from Settings > Team Members.

  • Only the super admin can manage user access and billing seats.

  • After making changes, confirm the next invoice reflects the correct number of users.

8. Check for Payment Failures

  • If your access is restricted, check if your payment failed or is under processing.

  • Contact your bank to ensure international/recurring payments are enabled.

  • Retry payment using the latest invoice link in Manage Subscription.


Advanced Usage & Best Practices

  • Always review your team before renewal: Remove any users you don’t want to pay for at least 24 hours before your renewal date.

  • Understand billable vs. non-billable roles: Only certain access types (e.g., Super Admin, Admin, Regular Recruiter, Hiring Manager) are billable. Interviewers and External Recruiters are typically non-billable.

  • Track prorated charges: If you add/remove users mid-cycle, expect prorated adjustments in your next invoice.

  • Invoice adjustments: Once an invoice is generated, changes to users will not affect the current invoice—only future ones.

  • Avoid sharing credentials: Multiple logins from different locations/devices can trigger account restrictions and complicate billing.

  • Keep payment methods updated: Failed payments can restrict access and cause confusion about billing cycles.


Troubleshooting & Common Issues

Issue: Charged for more users than expected

  • Solution: Check Team Members for active billable users. Remove extras. The adjustment will reflect in your next invoice.

Issue: Duplicate charge or payment

  • Solution: Compare your bank statement with PyjamaHR invoice history. Contact support with both transaction IDs for adjustment/refund.

Issue: Prorated charges are unclear

  • Solution: Review the invoice breakdown. Prorated charges are for users added/removed mid-cycle.

Issue: Unable to change user quantity before payment

  • Solution: You cannot change the quantity on an already generated invoice. Complete payment, then remove users for adjustment in the next cycle.

Issue: Access restricted despite payment

  • Solution: Payment may be under processing or failed. Contact your bank and retry payment. If paid, perform a hard refresh or log in via incognito.

Issue: Refund not received

  • Solution: Refunds typically process in 5–10 business days. If not received, contact support with your payment reference.

Issue: Subscription renewal date confusion

  • Solution: Renewal dates are fixed. Payments made after the date do not shift the cycle.


Comprehensive FAQ

Q1: Why am I being charged for more users than I have?
A: PyjamaHR bills for all active billable users at the time of invoice generation. Remove extra users before your renewal date to avoid extra charges.

Q2: I removed a user, but I’m still charged for them. Why?
A: Changes after invoice generation only affect the next billing cycle. The current invoice reflects the user count at the time it was created.

Q3: What are prorated charges?
A: Prorated charges are partial charges for users added or removed during a billing cycle, calculated based on the days they had access.

Q4: How do I get a refund for a duplicate charge?
A: Contact support with your registered email, invoice number, and both payment references. Refunds are processed in 5–10 business days.

Q5: Can I change my plan from annual to monthly (or vice versa)?
A: If you’ve cancelled your subscription twice, the system defaults to annual. Monthly plans are not available after two cancellations.

Q6: How do I see which users are billable?
A: Go to Settings > Team Members. Billable users are marked with a symbol.

Q7: Why can’t I change the number of users on my invoice before paying?
A: Once an invoice is generated, user changes only affect future invoices. Pay the current invoice, then adjust your team for next time.

Q8: What happens if I pay late?
A: Your access is restricted until payment is received. The renewal date remains unchanged.

Q9: How do I avoid being charged for users who don’t use the platform?
A: Remove unused users before your renewal date. Only active billable users are charged.

Q10: What if my payment fails or is declined?
A: Check with your bank to ensure international/recurring payments are enabled. Try a different card or contact support.

Q11: How do I get old invoices or billing history?
A: Go to Profile > Manage Subscription > Invoice History to download past invoices.

Q12: Can I get a breakdown of charges for each user?
A: Yes, click on the invoice in Invoice History for a detailed breakdown, including user-level charges and proration.


Related Features & Next Steps


Summary Table: Common Scenarios and Solutions

Scenario

What to Do

Charged for extra users

Remove users in Team Members; adjustment in next invoice

Duplicate payment

Contact support with both payment references for refund/adjustment

Prorated charge confusion

Review invoice breakdown; proration is for mid-cycle user changes

Access restricted after payment

Check payment status; perform hard refresh; contact support if unresolved

Want to downgrade to fewer users

Remove users before renewal; pay current invoice; next cycle will reflect correct user count

Refund not received

Wait 5–10 business days; contact support with payment reference if delayed


Final Tips

  • Always review your team and invoices before your renewal date.

  • Keep your payment methods up to date to avoid access issues.

  • Contact support promptly with detailed information for faster resolution.

  • Use the "Manage Subscription" page as your billing command center.


Still have questions?
Contact [email protected] or use the in-app chat for personalized assistance. For more detailed guides, visit the PyjamaHR Help Center.


This article is based on real customer scenarios and is updated regularly to reflect the latest PyjamaHR workflows and best practices.

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