Twingate is billed on a monthly or annual basis depending on the plan you selected when you purchased your subscription. Customers on Enterprise plans may have billing arrangements that differ from what’s described on this page. Common questions on managing your subscription are detailed below. If your question is not answered here, please contact us at billing@twingate.com for help answering your question.

Licensing

How does Twingate licensing work?

Twingate licenses are based on your total number of Users and Service Accounts.

Users includes all Users synced from your Identity Provider and all Users added manually using their email address. Pending and Disabled Users are counted as Users. Each Service Account counts as one license, no matter how many Service Keys it has and whether or not those Service Keys are active.

Monthly customers

At each renewal date, monthly customers will be automatically billed based on the total number of Users and Service Accounts on the last day of the previous billing cycle.

Example: In this example, the billing date is on the 15th of every month, and on March 15, there were 100 Users. If 40 Users and 10 Service Accounts are added before the next billing date, the next bill would be for a total of 150 licenses on April 15.

Annual customers

At each renewal date, annual customers will be automatically billed based on the total number of Users and Service Accounts on the last day of the previous billing cycle. Any additional Users and Service Accounts created mid-billing cycle will incur a prorated charge at the beginning of each calendar month during your subscription and subsequent charges will reflect the new total. Any reduction in Users and Service Accounts will be applied at the start of the next billing cycle.

Example: In this example, the annual billing date is on March 15, at which time there were 100 Users. If a total of 50 Users and Service Accounts are added on March 25, a prorated amount covering the period April 1 to March 14 of the next year would be billed on April 1. The next annual bill on March 15 of the next year would be for 150 licenses.

Example 2: In this example, if the annual billing date is on March 15 and there were 100 users, if 50 users were removed on January 30, only 50 licenses would be charged at the next renewal date of March 15th next year.

Invoice customers

For customers paying via invoice, please reach out to your account manager if you have any questions.

How do I add or remove Users?

You can find more information on how to manage Users in IdP and non-IdP synced environments on our Users page.

How do I downgrade my subscription?

• Sign into the Admin Console for your account
• Click on Settings
• Click on Manage Plan
• Click on your subscription
• Click Edit Subscription
• Choose the subscription plan you want
• Click Update Subscription

All subcription downgrades will take place on your next billing date.

How do I check that my subscription will downgrade?

All subscription downgrades, including changes from an Annual to Monthly subscription will take place on your next billing date. You can check this by doing the following:

• Sign into the Admin Console for your account
• Click on Settings
• Click on Manage Plan
• Click on your subscription
• Click View scheduled changes

This will also allow you to cancel your downgrade in case you change your mind.

Why am I seeing charges that are at the end of the month instead of the first of the month?

Our billing platform performs transactions at midnight UTC. Depending on where you are located, this may mean that you’ll see charges come in at the end of the month.

Billing

What email address will invoices be sent to? How can I change it?

Invoices will be sent to the email address you entered as part of your billing address when purchasing your subscription. If you would like to change this address after activating your subscription, go to the “Settings” tab in the Twingate Admin console, click “Manage Plan” and then “Billing & Shipping Addresses”. Update the email address associated with your billing information and the next invoice will be emailed to the new address.

How can I get a copy of past invoices?

From the “Settings” tab in the Twingate Admin console, click “Manage Plan” and then “Billing History”. You will be able to download past invoices in PDF format.

How can I change my plan between Starter, Business, Teams, and Enterprise? What if I want to change my billing frequency?

For customers in Starter, Business, and Teams plans:

• Sign into the Admin Console for your account
• Click on Settings
• Click on Manage Plan
• Click on your subscription
• Click Edit Subscription
• Choose the subscription plan you want
• Click Update Subscription

For our Enterprise customers, please contact us at sales@twingate.com or use the Talk to Sales link on the Billing page.

How do I cancel my subscription?

You can find how to cancel your subscription on our How to Cancel Your Subscription page.

For invoice customers, please reach out to your account manager if you have any questions.