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Frequently Asked Questions

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  • When will my invoice be delivered?

    Once your services are activated, an invoice will be generated and delivered to the bill-to address that 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 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. Future invoices will be consolidated.

  • 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 initial subscription period end date?

    Oracle’s PaaS and IaaS public cloud service subscriptions do not expire. Customers 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

    Pricing is based on the current per-hour list price for the service.

  • How will my invoice be delivered?

    Once your services are activated, an invoice will be generated and delivered to the bill-to address that you provided on the order.

    The bill-to contact may also retrieve the invoice by logging into their account on shop.oracle.com

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

    Multiple invoices generated for a single order and co-terming are two reasons why the amount on an invoice may be less than the amount on the ordering document. Here is how:

    Multiple Invoices for a Single Order
    Activation of service (provisioning) is the trigger for invoices to be generated. 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
  • How can I identify the order for which I was billed?

    There a couple of ways to identify the order on your invoice:

    • Find the order reference number at the bottom, left of your order document. That number also appears in the invoice line description.
    • If you provided a purchase order number, it will be appear on the invoice in the purchase order number field.
    • To request the addition of the purchase order number on your invoice, contact us. Billing inquiry contact information is also provided on your invoice.
  • 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.

  • How are expansion and add-on orders invoiced?

    During the services period, it is possible to add to the base subscription in two ways:

    • 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 is above the purchased amount. When this happens, additional charges are incurred. To learn more, watch this video for a more detailed explanation.

  • 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 rate plus bursting) cannot exceed two times (2x) your subscription rate. 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.

  • 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 and activated after the end date of the original subscription.

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

    Oracle’s subscriptions for PaaS and IaaS do not have:

    • A contract end date
    • A defined subscription period
    • As you continue to use your cloud subscription, an invoice will be generated. If you have depleted your prepaid subscription and continue to use any active cloud service, you will receive a bill.

  • 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 printed on your invoice.

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

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

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

    Yes. To request the addition of the purchase order number on your invoice, contact us. Billing inquiry contact information is also provided on your invoice.

  • How can I change the purchase order number on my invoice?

    Contact us to request a purchase order number update. You will need to provide the following information:

    • An invoice number
    • A copy of the correct purchase order
  • 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.

  • Can I obtain an invoice with a different line description that matches my purchase order?

    Oracle books orders according to the ordering document, not the customer’s purchase order.

  • 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 discounted rate as your monthly commitment.

  • How are Pay As You Go orders invoiced?

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

  • 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, contact us using the email address on your invoice.

  • 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.

  • What is the invoice process for a UCM Monthly Flex subscription?

    Watch this video to learn how the invoice process works.

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

    Software as a Service 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.

  • Can I change the frequency of my billing?

    If you’d like to change the frequency of your billing, a contract amendment is required. For further details, contact us using the email address on your invoice.

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

    To change billing information on your invoice, contact us using the email address on your invoice.

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

    To request a new tax ID number on your invoice, contact us using the email address on your invoice. Be sure to include the corrected tax ID number in your request.

  • How do I add, remove, or update a credit card?

    You can make updates to your credit card by logging into your account at shop.oracle.com

  • Is there a threshold for credit card payments?

    Yes. A customer can pay invoices with a credit card if:

    • The invoice value (inclusive of line and tax) will not exceed US$99,999.99
    • A credit card is an acceptable form of payment in the country in which the contract resides and/or the order is booked

    A credit card is the only acceptable form of payment for all 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 can I verify that the quantity reflected on my invoice is correct?

    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?

    No.