Billing FAQ

Purpose: To give you answers to the most frequently asked questions about billing for your BambooHR account. 


How does BambooHR calculate my invoice?

BambooHR invoices are generated in advance for the upcoming month based on the number of active employees in your account, or in other words, how many employees have an active employee record in BambooHR. This means that monthly invoices may fluctuate as employees are added and removed in your account.

You can see how many active employees are in your account at any time by going to the People tab, viewing the Employee list, and referring to the gray number in parentheses near the top of the page.

BambooHR will email your invoice to your accounts payable contacts each month with the payment confirmation. Invoices are always due upon receipt and will have a coverage period for the upcoming month. You and your billing contacts can view the invoices at any time in BambooHR.

What am I billed for?

Your account is billed per active employee in the account rather than the usage of the system. An active employee is any user for which you are tracking employee data. (In order to deactivate an employee, terminate them through the Employment Status table on the Job tab in their employee profile.) 

This means that if the Status field on an employee's Personal tab is set to "Active," they will be included in billing for your account. This includes contractors, part-time employees, and interns. You can see how many active employees are in your account at any time by going to Settings > Account > Account Info and referring to the number under "Active Employees." Our billing system takes the number of active employees on a random day shortly before your invoice date, so we recommend making sure your active employee count is accurate a week prior to your invoice date.

Will I be charged during the implementation process?

BambooHR is a month-to-month subscription service. We include both your implementation fee and your first-month fee at the start of your subscription because you are able to use the product immediately upon purchase. You will be charged at the start of each invoice period moving forward, not in arrears, on your invoice date each month.

You should have received a quote from your sales rep (before purchase) that shows what you will be charged on your first invoice, including first monthly fees and the implementation fee. If you do not have that quote, reach out to our Billing team for help.

What payment methods are available?

We ask all customers paying monthly to do so via a credit card kept on file or via automatic ACH withdrawals (ACH option for U.S. customers only). This ensures payments are processed upon the receipt of each invoice, thus avoiding the risk of a past due balance.

A second payment option is to make an annual prepayment. If you prepay annually, you may choose to pay by check or wire transfer* in addition to credit card and ACH payments.

*If you are making a prepayment via wire transfer, please be sure to include your company ID# or domain in the wire transfer memo for identification purposes.

Please note that we do not do payments via monthly invoicing. Invoices are not generated until your invoice date so that we can get an accurate headcount, and they are always due upon receipt. Having a credit card or direct debit ACH (for US customers) is the preferred method of payment. We see the fewest problems with past due accounts becoming suspended when an automatic payment method is used.

How do I update my payment information?

If you pay with a credit card or ACH, your billing contacts can update your payment information in BambooHR. You can also email our Billing team to receive a secure link for updating that information. We are happy to send that to any Account Owner, billing contact, or accounts payable contact.

If you update your information before your invoice date, the new method will be used on your next billing date. If your billing date is today or prior to today, you may add the new card information and process the outstanding balance from the same page in Settings.

If you are making an annual prepayment via check,  wire transfer, or paying with ACH, you can email our Billing team for the payment details.

What are my payment terms?

BambooHR believes in earning your business every month. So, we have chosen a month-to-month business model with no fixed contracts. Each monthly invoice is due upon receipt. BambooHR does not negotiate net terms.

If there is no payment made upon receipt of the invoice, your account will be considered as past due, and you will have a small grace period to make a payment before suspension for non-payment.

We understand that life sometimes happens and gets in the way. Per our Terms of Service, we bill upon invoicing but extend a 22-day grace period to allow for that payment to arrive. So, you might still receive a few automated notifications while the payment remains outstanding, but your account will remain active provided it is within that 22-day grace period.

When you are past due for at least five days, Full Admin users will see a banner appear at the top of the account notifying them that the account has not been paid. It will give them a countdown to when the account will be suspended due to non-payment. The rest of your employees will not see this banner.

How do I update my accounts payable contacts?

In addition to billing contacts, we also have what we refer to as an accounts payable contact. These contacts are entered into our external billing system and must be added by a member of our Billing team. These contacts are authorized to speak to our team regarding the billing details for your account.

Invoices and payment requests sent to the accounts payable contacts are kept on file for your account. Each account may designate two contacts to receive invoice emails each month when the payment is made. If you would like to update your accounts payable contacts to receive copies of your invoices, please reach out to our Billing team.

Any billing contact, current accounts payable contact, Full Admin user, or Account Owner has the authority to request a change to your accounts payable contacts.

How do I update my BambooHR billing contacts?

The Account Owner is the only user who may add or remove billing contacts. Please note that only Full Admin, custom access level, and manager access level users will show up as an option in the list to be a new billing contact.

If anyone other than a billing contact, accounts payable contact, Full Admin user, or the Account Owner reaches out to our team, we will refer them back to the Account Owner for written permission to discuss the account.

Billing contacts have the ability to do the following:

  • View invoices under the Invoice History of your account.
  • Update the credit card information on file.
  • Speak with our Billing team as an authorized user on your account.
  • Process an outstanding payment. 

Note that billing contacts can view other details of the Account Info page, but they can only modify the above items. They do not have additional access granted outside of the Account Info page.

Adding or removing contacts

Whenever a new Full Admin user is added in BambooHR, they will be automatically added as a billing contact. The Account Owner can add a billing contact manually by going to Settings and then navigating to the Billing section. On this page, they can click on the pencil icon next to a billing contact to add or remove the contact.

On the Update Billing Contacts page, click on the dropdown arrow and select an employee name. Then, click Add.

To remove a contact, hover over the individual's name in the list and click on the trash can icon that appears to the right and then confirm that you want to remove the individual from being a billing contact.

How do I update my billing address?

To update your the billing address in your account, please contact our Billing team with your new address details, and they will update that for you.

Why do I keep receiving reminders for payment?

If an account has an outstanding balance, our billing system will automatically notify the Account Owner, account billing contacts, and key contacts of the past due balance.

Payment reminder emails are a way to help our customers avoid the suspension of their accounts due to non-payment. BambooHR has a system of automated emails to remind customers of an outstanding balance, but we also reach out via personal messages when the account is approaching suspension. If your account is past due, pending suspension, or suspended, please reach out to our Billing team.

Refer to Section 2.4 of BambooHR Terms of Service.


What billing notifications will I receive?

You will receive various email notifications throughout the lifetime of your account. Here are some examples:

  • Past Due: If your account becomes past due, your Account Owner will begin to receive past due notifications. As a reminder, we extend a 22-day grace period to allow for payments to be made before your account enters suspension.
  • Card Failed: If your credit card on file has been declined, your Account Owner will receive an email with the relevant error information. Additionally, if your credit card is set to expire soon, the Account Owner will receive an email regarding that expiration date.
  • Pending Suspension: When your account is 17 days past due, the accounts payable contact(s) will receive an email with information regarding the pending suspension of your account, including directions for updating your payment details.
  • Pending Cancellation: After your account has been suspended, your accounts payable contact(s) will receive an email regarding the pending cancellation of your account. Per our Terms of Service, you own your data. Therefore, we will delete all of your company and employee data 30 days after the suspension of your account.
  • Credit Card Expiration: If your primary payment method is a credit card, and it is close to expiring, the Account Owner and Billing Contacts will begin to receive expiration warning notifications. You will receive one 30 days before expiration, 15 days before expiration, and once it expires. The notification will have the option to Update Primary Payment Method. This will take you to Billing in your account where you can update that information


Why is my account suspended?

All monthly invoices are due upon receipt. For this reason, customers who pay monthly are required to pay via credit card or ACH direct debit (U.S. only). If there is no payment made on the invoice date, each account has a small grace period to make a payment before suspension.

How do I unsuspend my account?

BambooHR will guide you in the system on the steps to take for unlocking your account via credit card. Click Unlock BambooHR Account to open the BambooHR Payment Center.

In the BambooHR Payment center you can select which outstanding invoice you would like to make the payment for, and which payment method you would like to use. In the Payment Method dropdown you will see any non-expired credit cards you have saved in your account, or you can add a new card.

Clicking Continue will take you to a page where you can review and submit your payment. If successful, you will see a banner letting you know that your account is no longer suspended and has been unlocked.

You will also have the option to set the selected card as your primary payment method going forward.

If you need further assistance, please feel free to reach out to our Billing team.

Refer to Section 2.4 of BambooHR Terms of Service.

Annual Prepayment

How does the annual prepayment plan work?

BambooHR offers the option of prepaying annually for your account. We create annual prepayment requests based on your current subscription. The total amount is a projection based on your current employee count for the next 12 months. As a bonus, we also include a discount for paying 12 months in advance. The prepayment, when paid, is applied as credit on your account. BambooHR will continue to generate monthly invoices, but rather than processing to a credit card or ACH account, it will deduct the invoice total from your prepayment credit. If you have additional employees or features added to your account, it is possible to run out of credit before the end of the estimated coverage period.

It is not uncommon for prepayment to last a little longer or have it used a little more quickly than the full twelve-month time frame, depending on company growth. We watch balances closely so that we can send new prepayment requests promptly. This allows time for your check payments and wire transfer payments to be issued and delivered to BambooHR.

When your prepayment credit is about a month away from running out, we will send you a new prepayment request for the next 12 months. It will take into account any remaining credit you have.

Can I view my annual prepayment credit balance in BambooHR?

If you have a credit card or ACH information saved on file, yes! The Account Owner and billing admins are able to keep track of the current prepayment credit balance by going to Settings > Account > Billing. Here, you will see a section titled "Prepay Plan."

If your balance is low or have a due balance, a member of our Billing team will reach out to help you refill your funds.

Can I get an invoice for the annual prepayment?

BambooHR is a month-to-month service, and we do not offer annual contracts. Therefore, we do not offer annual invoices. Instead, we provide a discount for customers who choose to make an annual prepayment.

To enroll in our annual prepayment plan, please contact our Billing team.

Refer to Section 5.2 of BambooHR Terms of Service.


Does BambooHR charge sales tax?

BambooHR is only required to charge sales tax for states where BambooHR maintains a legal entity or as required by federal/state laws. Sales tax, if charged, will appear as a line item on your monthly invoice. If the sales tax does not appear on your invoice, BambooHR is not charging you tax for your subscription.

Can I request to be charged sales tax?

Other than sales taxes, which BambooHR is required to collect from you and remit to appropriate tax authorities, you are responsible for payment of all such taxes or duties.

How can I submit my tax exemption form?

If you are a not-for-profit or tax-exempt company and not required to pay sales tax, you may forward a copy of your tax exemption form to our Billing team. Not-for-profit companies receive an additional 15% discount, and we would be more than happy to accommodate these requests.

Please let us know as soon as possible so we can adjust your account settings. If you are charged tax before providing us your tax exemption documentation, we will not be able to return it to you. We send the money for the taxes to your state immediately, so it would be up to you to request it from your state.

How can I request a W-9?

If you need a copy of BambooHR W-9 for tax purposes, please reach out to our Billing team.

Refer to Section 5.3 of BambooHR Terms of Service.