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ROLLER Billing & Payment FAQs

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Find answers to common questions about billing and payment information relating to your account. 

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Where do I find my invoices?

If you are the account owner or one of the billing contacts, on the 15th of each month you will receive a PDF copy of your ROLLER subscription invoice. The email will also have a payment link that can be used to pay the invoice. 

You can also view and download invoices through your ROLLER Venue Manager. For more information, please refer to View & download your ROLLER invoices.

When will my card be charged?

If you have a Stored Payment Method added to your account, your credit card will be charged on the same day you receive an invoice. If your chosen mode of payment is direct debit, it will take 2-3 days for funds to be collected from your nominated bank account.

For more information, please refer to Pay your ROLLER invoice.

How can I update my billing contact details?

If you want to update who receives the invoices, head to the account section in your venue settings in the Venue Manager and update the billing contacts under Contact information. For more information, please refer to Add a billing admin to your account. 

If you are looking to change your billing entity’s details, please reach out to us at billing@rollerdigital.com with the updated details.

How do I update the company name of the invoice?

If the billing entity on the invoice is incorrect, please reach out to us at billing@rollerdigital.com with the correct entity name and the relevant tax ID and we will update the information in our system before your next invoice is sent out. 

How do I change which user receives ROLLER invoices?

You can manage your billing contacts easily through Venue Manager under venue settings. Please refer to  Add a billing admin to your account for more details.  

Is my credit card information secure?

Yes. ROLLER uses a secure third-party system (Chargebee) to process all credit card payments. ROLLER does not have access to your credit card number at any point. For more information about the strict security measures that Chargebee uses, please visit Chargbee’s Security Page.

I received my invoice on the 15th of the month, but funds were deducted a few days later. Why?

If you have signed up for a direct debit/ACH facility with us, the payment may take 2-3 days to be deducted from your bank account. This is due to the fact that direct debit transactions are never instant, unlike credit card payments. For more information, please refer to Pay your ROLLER invoice. 

Why am I getting charged transaction fees?

Depending on your contract terms and the pricing tier you are on, you will be charged a percentage of the total transactions processed through the ROLLER Platform on a monthly basis. The transaction invoices are generated in arrears on the 1st of each month for the transactions processed in the previous month. 

How can I upgrade, downgrade or cancel my subscription?

Please refer to subscription upgrades, downgrades and cancellations for more information. 

Where can I see which plan I’m subscribed to?

You can see the plan you are subscribed to in Venue Manager.

Please refer to Find your Subscription article for more details. 

Why can't I access ROLLER Venue Manager?

Access to your ROLLER Platform is suspended if you have invoices that are more than 30 days overdue from the due date of the invoices.

Please refer to our Account Suspension article for more details. 

I have more questions about billing. Who do I contact?

For all additional billing-related queries please reach out to our Billing Department at billing@rollerdigital.com. 

I don’t understand the charges on my invoice.

Please refer to our Understand your ROLLER invoice article for more details. 

I don’t understand my ROLLER Payments invoices. 

Please refer to our Understand your ROLLER invoice article for more details. 

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