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Frequently Asked Questions

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    Billing Process

  • Why does my invoice look different?

    Oracle has made some changes to invoices to reflect our recent branding changes.

  • Why does the email with the invoice look different?

    Oracle has made some changes to the email format used to deliver invoices. Both now reflect our recent branding changes.

  • Why are additional people copied on the invoice delivery email?

    The invoice delivers to the Bill To contact email address provided on the order. In addition, the email recipients can also include established account-level contacts. Contact Billing Support for account-level contact setup.

  • Can I see my invoice and payment history online?

    The Bill To contact can make a payment, view and download invoices and payment history, and share information from the Account Dashboard. If you don’t have an Oracle account, click here to create one. Explore Billing Help to access resources such as user guides and system navigation.

  • What is the invoice process for Oracle Cloud subscriptions?
  • When will I receive my invoice?

    Once services activate, an invoice is generated and goes to the Bill To contact email address provided on the order.

    Service activation (also called provisioning) puts the invoicing process in motion. Provisioning times vary by product:

    • PaaS and IaaS are provisioned within a few hours.
    • SaaS may take longer.

    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.
  • What are Oracle’s standard payment terms?

    Net 30 days from invoice date.

  • How will my invoice be delivered?

    Invoices are delivered via email. Once services activate, an invoice is generated and goes 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.

  • What is Oracle's default invoice delivery method?

    Oracle has established email as the invoice delivery standard. Once the product delivers or services activate, an invoice generates and goes to the Bill To contact email address provided on the order. If the account has a Dunning or Account Contact on file, they are copied as well.

  • 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 do I update my billing information?

    To update billing information, please contact Billing Support for assistance.

  • 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.

  • 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 for public sector customers only.
    • 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 cloud services invoice 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.

  • 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.

  • 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 Dispute PRocess video to learn more.

  • Why are invoices issued prior to the complete implementation?

    Service activation (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 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?

    All services that are part of a subscription are billed together. Total contract value, subscription term, and billing frequency determine the schedule of billing. For example, a subscription with a contract value of $120,000 across a three-year term with annual in-advance billing results in 3 invoices of $40,000 each. If additional services are purchased, an invoice will be issued for the remainder of the current billing period. Billing for all orders placed for a subscription will be consolidated on future invoices.

  • 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 bursting, and what is its invoice process?

    Bursting is the use of additional capacity above the subscription rate for some nonmetered services. Oracle permits this. Total capacity (subscription quantity plus bursting) cannot exceed two times (2x) your subscription. For example, if you purchased a subscription for 4 OCPUs per month, your bursting would be capped at a total of 8 OCPUs for that service. You’d 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 overage and bursting topics 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.

  • 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.

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

    Oracle’s PaaS and IaaS cloud service subscriptions do not expire. Just continue to use the service at the end of the initial subscription period. Original pricing and discounts apply. When billed, your usage will be:

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

    Cloud Subscriptions

  • What is overage?

    Overage is usage that exceeds the amount of Oracle Cloud credits purchased. When this happens, additional charges are incurred.

    Watch this overage and bursting topics video to learn more.

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

    Overage charges can occur if an expansion order is placed but services are not activated until after the end date of the original subscription.

  • My subscription expired. Why did I receive an invoice?

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

    Please contact Billing Support for assistance. Given the sensitivity of payment data, do not include that information in email communications.

  • How do I cancel my cloud services?

    To cancel your cloud services, contact Billing Support or your Sales representative.

  • How are expansion and add-on orders invoiced?

    There are two ways to add services to a base subscription:

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

    The invoicing process begins at service activation (provisioning) for each 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.

  • Who should I contact if I feel I am due a cloud services credit?

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

    Orders

  • Why did I receive multiple invoices for my 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.

  • Where do I find the order number on my cloud services invoice?

    The order number is in the line-item description on the invoice. There may be multiple orders for a single subscription.

  • How are Pay As You Go cloud services orders invoiced?

    Pay As You Go invoicing occurs in arrears monthly. Watch this subscription invoicing video to learn more.

    Payments and Credits

  • 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.

    Paying in full for an expansion or add-on order at the time of purchase is an option. Even if the billing frequency for the cloud services subscription is annual or quarterly in advance.

    Promotions

  • How do I turn off an Oracle Cloud Universal Credit resource?

    Upon depletion of the free cloud services promotion, your Oracle Cloud Services account will be paused. Then, you’ll have the option to continue under Pay As You Go, or to discontinue use of the cloud services. If you decide not to upgrade Pay As You Go, your account will be decommissioned, and your data will be deleted after seven days.

  • What can I expect after my promotion expires?

    If you decide not to upgrade to a paid subscription, your data will be decommissioned after 30 days. If you decide to upgrade, you ’ll be charged for the actual usage of cloud services consumed within your cloud account, based on Oracle’s current price list. (see Pay As You Go rate). Charges for all Pay As You Go usage are billed in arrears monthly, subject to payment terms in the agreement. Please see page 139 of Oracle PaaS and IaaS Universal Credits Service Descriptions (PDF).

  • How can I confirm the expiration date of my promotion?

    The expiration date of the promotion period is viewable in your cloud services account. Please contact your Oracle Cloud Services Advisor for more details.

    Purchase Orders

  • The purchase order number is not shown on the invoice. What should I do?

    If a purchase order was provided when the order was placed, the purchase order number is shown on the invoice.

    If a purchase order was not provided when the order was placed, the purchase order number will not be included on the 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 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 do I change the purchase order number on my invoice?

    Contact Billing Support to request 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.