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Frequently Asked Questions

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    Billing Process

  • When will I receive my invoice?

    Once your services are activated, an invoice will be generated and sent via email to the billing address you provided on the order. Activation of service (also called provisioning) sets the invoicing process in motion. Provisioning times vary by product:

    • PaaS and IaaS are provisioned within a few hours.
    • SaaS may take longer. Product provisioning times vary.

    Invoices are delivered after:

    • All products on the order have been provisioned or 15 days, whichever comes first. If service activation takes longer than 15 days, multiple invoices may be generated for a single order.
  • Can you help me understand the invoice process?

    Of course. Watch this helpful video that explains cloud invoicing.

  • Why are invoices issued prior to the complete implementation?

    Activation of service (provisioning) begins the invoicing process. The timeline for provisioning varies for different cloud products, even when booked in the same order. So you may receive multiple invoices prior to the completion of your implementation.

  • Why did I receive an invoice for usage after the end of the initial subscription period?

    Oracle’s PaaS and IaaS public cloud service subscriptions do not expire. You may continue to use the service after the end of the initial subscription period. If you do, you will be billed and your usage will be:

    • Tracked per hour
    • Billed monthly in arrears using the Pay As You Go model

    Original pricing and discounts will apply.

  • How will my invoice be delivered?

    Invoices are delivered via email. Once services are activated, an invoice will be generated and sent to the bill-to contact email address provided on the order.

    The bill-to contact may also retrieve the invoice by logging into their account on the Account Dashboard

  • Why does the invoice amount not match the ordering document or purchase order?

    There are several reasons why invoice values may not match the order document or customer-issued purchase order.

    Multiple Invoices for a Single Order
    Activation of service (provisioning) is the trigger for generating invoices. Provisioning times vary by product. For this reason, multiple invoices may be generated for a single order, resulting in a difference between the invoice amount and the ordering document.

    Co-Terming
    The service periods for all products on a subscription are set to expire on the same day. This is referred to as co-terming. Provisioning times vary by product, and, as a result, the period of service for products that provision later will have a shorter term than that stated on the ordering document. Costs are prorated to reflect the reduced service period. As an example:

    PaaS January 1st–December 31st 12 Months $24,000
    SaaS February 1st–December 31st 11 Months $22,000

    Overage
    Customers may use more PaaS and IaaS services than originally purchased under the Universal Credits Model. Usage above the committed amount of the subscription is billed monthly in arrears.

  • Why did I receive a single invoice for multiple orders?

    Oracle invoices by subscription. Multiple orders for a single subscription will be consolidated on subsequent invoices. For example: a base order with an add-on or expansion service.

  • Why is my invoice amount less than the total value of my order?

    Delays in service activation (provisioning) result in an invoice amount that is less than the amount of the entire order. Oracle does not charge for the period the service was not active.

  • What is the invoice process for bursting?

    Oracle permits the use of additional capacity above the subscription rate for some non-metered services. This is referred to as “bursting.” Total capacity (subscription quantity plus bursting) cannot exceed two times (2x) your subscription. For example, if you have purchased a subscription that allows 4 OCPUs per month, your bursting would be capped at a total of 8 OCPUs for that service. You will be charged per hour and billed monthly in arrears for this increased capacity using the Pay As You Go model. Pricing for this increased capacity will be based on the current per-hour list price available at cloud.oracle.com.

    Watch this video to learn more.

  • What is the POEF-1 reference on my invoice?

    The POEF-1 confirms that the issuance of a purchase order is not a standard process for your company.

  • Provisioning of my pooled capacity services were delayed. Why is Oracle charging for the full subscription amount?

    Pooled capacity products are not prorated based on the duration of the contract. All of the services purchased may be used at any time during the service period.

  • Can I change the frequency of my billing?

    A contract amendment is required to change the frequency of your billing, Please contact your Sales representative or Billing Support.

  • How can I change the billing information on my invoice?

    To change billing information on your invoice, please contact Billing Support.

  • The tax ID number on my invoice is incorrect. How can I correct it?

    To request a new tax ID number on your invoice, please contact Billing Support. Be sure to include the corrected tax ID number in your request.

  • Why does the quantity on my invoice display as 1?

    To obtain a complete explanation of your invoice based on your contract and ordering document, contact us using the email address on your invoice.

  • Can I place my billing on hold?

    No. Oracle issues invoices based on the terms of your contract.

  • What are the billing frequency options offered by Oracle?

    Oracle offers four different billing frequency options:

    • Annual in advance: the total amount for the year is billed at the beginning of the billing term
    • Quarterly in advance: a quarter of the total yearly amount is billed in four intervals at the beginning of each quarter
    • Quarterly in arrears: a quarter of the total yearly amount is billed in four intervals at the end of each quarter. Available only for public sector customers
    • Monthly in arrears: Pay As You Go and overage are billed at the end of the month based on your actual usage
  • Can I receive my invoices in advance?

    Yes. Oracle’s invoicing policy allows for future-dated transactions to be invoiced once provisioning of the cloud service is complete. The date of the invoice will be the date the invoice is issued (not the future date). Invoices may not be generated for services that are not yet provisioned.

  • What are Oracle’s standard payment terms?

    Net 30 days from invoice date.

  • Does Oracle provide pro forma invoices?

    Oracle does not issue pro forma invoices, or produce invoices prior to an order being received, booking criteria verified, and the order fully processed.

  • What is Oracle's default invoice delivery method?

    In light of recent global and environmental developments, Oracle has implemented email as the standard for invoice delivery. The bill-to contact on file for an order receives an email notification once an invoice is available.

  • How do I update my billing information?

    For updates to billing information, please contact Billing Support for assistance.

  • How do I dispute an invoice?

    Contact Billing Support with your concern. Please provide your invoice number so that we may identify your account. Watch this video to learn more.

    Cloud Subscriptions

  • How are expansion and add-on orders invoiced?

    There are two ways you can add to the base subscription during the services period:

    • Expansion: increasing the quantity of services
    • Add-On: adding additional products

    The invoicing process begins at service activation (provisioning) for each added product. Invoices are delivered after:

    • All products on the order have been provisioned, or 15 days, whichever comes first.

    Multiple invoices may be generated for a single order if activation takes longer than 15 days

  • Why did I receive multiple invoices for my expansion or add-on order?

    Multiple invoices may be generated for a single order in the following instances:

    • The service activation takes longer than 15 days
    • The payment method for the expansion or add-on is different from the original order
    • The purchase order number for the expansion or add-on is different from the original order

    Subsequent invoices will be billed according to the terms of the base subscription.

  • What is overage?

    Overage is usage that exceeds the purchased amount. When this happens, additional charges are incurred. To learn more, watch this video for a more detailed explanation.

  • Why did I receive an invoice for overage when I have already signed the expansion?

    Overage charges may be incurred if an expansion order is placed but not activated until after the end date of the original subscription.

  • Why are you still billing me for an expired subscription?

    Oracle’s PaaS and IaaS cloud service subscriptions do not expire. You may continue to use the service after the end of the initial subscription period. Usage will be:

    • Tracked per hour
    • Billed monthly in arrears using the Pay As You Go model
    • Original pricing and discounts will apply
  • What is the invoice process for a Universal Credits Model (UCM) subscription?

    Watch this video to learn how the invoice process works.

  • What is the invoice process for software as a service (SaaS) subscriptions?

    SaaS is offered as a non-metered subscription. The service configuration is determined at the time the order is placed. The cost is based on a monthly fee with a term of one to three years. Billing options are annual or quarterly in advance.

    Watch this video to learn how various subscription models are invoiced.

  • How do I cancel my subscription?

    Contact Billing Support to request cancellation of Cloud services. Please provide an invoice number so that we may identify and review your account.

  • Can I see my invoice and payment history online?

    The bill-to contact can view and download invoices, make a payment, view payment history, and share information with others from the Account Dashboard. If you do not already have an Oracle account click here to create one. Explore Billing Help and access resources including user guides and system navigation.

    Orders

  • Why did I receive multiple invoices for my order?

    If activation for a given product takes longer than 15 days, multiple invoices may be generated for a single order.

  • How can I identify the order for which I was billed?

    There a several ways to identify the order on your invoice:

    If you placed your order through the Oracle Customer Store, the order number appears in the invoice-line description of the confirmation email.

    If the order was placed with assistance from Sales, the order reference number appears at the bottom left of the signature page of the order document. The reference will begin with the letters 'CPQ'. That number also appears in the invoice-line description.

    If you provided a purchase order number, it will be appear in the purchase order number field on the invoice.

    To add the purchase order number to your invoice, contact Billing Support. Billing inquiry contact information is also provided on your invoice.

  • How are Pay As You Go orders invoiced?

    Pay As You Go invoicing occurs monthly “in arrears”. Watch this video for a detailed explanation.

    Payments and Credits

  • I have UCM credits available. Why did I receive an overage invoice?

    If your usage exceeds the monthly commitment amount, additional charges will be incurred and billed as overage. The cost is calculated at the same rate as your monthly commitment.

  • How can I obtain my cloud service credits?

    Check to see if you have a contractual clause stating that you can request service credits. If you do, please contact Billing Support.

  • How do I update my credit card or PayPal information?

    Please contact Billing Support in order to update credit card or PayPal information.

  • Is there a threshold for credit card payments?

    Yes. You can pay invoices with a credit card if:

    • The invoice value (inclusive of line and tax) does not exceed US$99,999.99.
    • Credit card is an acceptable form of payment in the country in which the order is booked.

    Credit card is the only acceptable form of payment for transactions that are less than US$2,000.00 in countries where a credit card is an acceptable form of payment. Multiple orders cannot be combined to exceed the $2,000.00 threshold.

  • How do I update my credit card on file for payment?

    Please contact Billing Support for assistance.

    Security Alert: Given the sensitivity of payment data, Oracle is committed to ensuring that it is handled securely and that its confidentiality, integrity, and availability are protected. Oracle has therefore adopted the secure practice to collect and handle customer payment data via the Oracle Store.

    Promotions

  • How do I turn off a resource after the Free Cloud Promotion period?

    Upon depletion of the Free Cloud Promotion, your Oracle Cloud Services account will be paused and you’ll have the option to continue using the Cloud Services under the Pay As You Go model or to discontinue use of the Cloud Services. If you decide not to upgrade to a Pay As You Go account, your data will be decommissioned after seven days.

  • Will I be billed after the expiration date of a free promotion?

    If you decide not to upgrade to the Pay As You Go model, your data will be decommissioned after 30 days. If you decide to upgrade to Pay As You Go, you will be charged for the actual usage of all services that you consume within your Cloud Services Account, based on Oracle’s then-current price list for such service (the "Pay as You Go Rate Card"). Charges for all Pay as You Go usage are billed in arrears and are subject to the payment terms in your agreement. Go to page 139 of Oracle PaaS and IaaS Universal Credits Service Descriptions (PDF).

  • Where can I see the expiration date of the promotion?

    The date of expiration of the promotion period will be visible in your Cloud Services Account. Please contact your Cloud Administrator for more details.

    Purchase Orders

  • How can I identify the purchase order for which I was billed?

    If you provided us with a purchase order number when you placed your order, it will be appear on your invoice.

  • Why is the purchase order number missing from my invoice?

    If you provided us with a purchase order number when you placed your order, it will be included on any related invoices. Please verify whether you provided a purchase order number at the time the order was placed.

  • Can I add a purchase order number to my invoice?

    Contact Billing Support to request that a purchase order number be provided on future invoices. You will need to provide the following information:

    • An invoice number
    • A copy of the correct purchase order
  • How can I change the purchase order number on my invoice?

    Contact Billing Support to request that a purchase order number be provided on future invoices. You will need to provide the following information:

    • An invoice number
    • A copy of the correct purchase order
  • Can I obtain an invoice with a different line description that matches my purchase order?

    The line-item description matches the information provided on the ordering document. This is Oracle's contract of record.