This guide covers what to do if a Weel invoice charge looks wrong, from checking it to getting it corrected; see Understanding When You're Billed for Weel.
Before you start
- If it's a card transaction you don't recognise or that's unauthorised, that's a dispute with Weel's card provider, not a billing query. See How do I dispute a transaction?
- If it's a merchant refund that hasn't landed, see Understanding How Weel Handles Refunds
- If it's a supplier bill under Accounts Payable, resolve it through the bill itself, not this article
Steps
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Check what you were charged, and why, in Settings > Billing > Billing History. Compare it against your current plan and next billing date, and download the invoice if you need it.
- Weel bills monthly, in arrears, based on usage: you're charged after the period ends, deducted automatically from your account balance.
- Rule out a common cause first (see Common causes of an unexpected charge, below). Plan changes, added entities and a growing team can all explain a higher-than-expected charge.
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Contact us via in-app messaging or email help@letsweel.com to raise your query. Weel doesn't have an inbound phone line, so these are the two ways to reach us.
- Include your business name (and Business ID if you manage more than one entity), the invoice date and amount, what you expected instead, and the specific line item you're querying.
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Wait for our support and finance teams to review your query against your account and plan. We don't publish a fixed turnaround time, since it depends on what needs checking; if it's been a while and you haven't heard back, follow up on the same thread.
- Your invoice is still collected as normal while your query is under review. There's no "on hold" state for a charge being investigated.
What happens next
If you were charged incorrectly, the correction is applied as a credit note against your account: it either offsets an upcoming invoice or is credited back, rather than paid out as a separate bank transfer, since your subscription is collected from your account balance. Larger corrections go through an extra internal approval step automatically, so you don't need to do anything differently.
Common causes of an unexpected charge
- A plan change mid-cycle. Upgrading part-way through a billing period generates a prorated credit for the unused portion of your old plan, netted against your new plan's charge automatically.
- An added business or entity. Each business in your Weel account is billed as its own separate subscription. There's no fixed public price for adding one: additional entities are typically set up on a negotiated rate. Contact your account contact or help@letsweel.com to confirm yours.
- Your team growing. Every person invited to Weel counts towards your billed user total for the full billing cycle, regardless of role or whether they have a card, even someone active for a single day. Billing isn't pro-rata.