The Change
When does this change happen?
We're moving accounts in phases, starting in October and running through November 2026.
Is there anything I need to do before then?
No. You don't need to take any action before your account moves. If your account is affected by a specific migration scenario, your Customer Experience Manager will contact you to resolve it.
Will there be any downtime or interruption to my Ingage access?
No. There's no downtime and no interruption to the Ingage platform. Your team keeps presenting as usual.
Is my price or contract changing?
No. You pay exactly the same price after the migration as you do today, and your contract terms stay in effect.
Will my billing date change?
No. Your billing date and all contract dates stay the same as they are in the current system.
Your Account and Billing Admins
How does this affect my account?
You get new self-service billing tools inside Ingage. You can add users and pay for them right away at your contracted rate, prorated to the end of your contract. You can also update your payment information yourself.
What is a Billing Admin?
A Billing Admin is the only person on your account who can make billing changes, such as adding licenses or updating payment information. Your Billing Admin should be someone authorized to make purchases on the card on file.
Who is my Billing Admin?
When your account moves, we'll assign one member of your company as the Billing Admin. After the migration, have a company admin check who that is in the Ingage app. If it's not the right person, or no one is set, a company admin can assign the Billing Admin permission in Ingage.
Can more than one person have Billing Admin access?
Yes. You can have as many Billing Admins as you need, so more than one person can add licenses.
What can I do in the self-service portal?
In the self-service portal, you can:
Update your payment methods
Download invoices
Add licenses to bring on more users once you've used all the licenses you pay for
Licenses and Renewals
How do I add a new user?
If you have an open license, any company admin can assign a new user to it. If every license is in use, a Billing Admin needs to add a license first. You pay your contracted rate for the new license, prorated to the end of your contract.
What if I want to reduce the number of licenses on my account?
Your Billing Admin can remove users from your account at any time. Any licenses left unused at your renewal are removed, and you won't be charged for them in your next contract term.
How does this affect my upcoming renewal?
Your Billing Admin receives renewal notifications starting 120 days before your renewal date. Make any license changes before the 30-day window ahead of your renewal. Changes made inside that 30-day window take effect at the following year's renewal.
Payments
Do I need to re-enter my credit card or bank information?
In most cases, no. Your payment information moves to the new system for you. If the transfer doesn't work as intended for your account, your Customer Experience Manager will reach out to collect your payment information so your service continues without interruption.
Will my autopay keep working?
Yes. Autopay continues to work on the new system.
What payment methods can I use?
We accept ACH direct debit and all major credit cards.
What happens if my card is declined or expires?
If a renewal or mid-contract charge fails, you'll receive a series of automated emails asking you to update your payment information. If the payment isn't resolved within 14 days, your subscription is paused and your team loses access to Ingage until the payment information is updated. To avoid this, keep your card current in the self-service portal.
Emails and Invoices
Who will billing emails come from? Should I add an address to my safe senders list?
Billing emails, including invoices, receipts and payment reminders, come from finance@ingage.io. Add this address to your safe senders list so our emails reach your inbox.
Will my invoices look different?
Yes, slightly. Invoices use new templates from the new billing platform. Your charges and amounts stay the same.
Getting Help
Who do I contact with billing questions?
Email finance@ingage.io, or reach out to your Customer Experience Manager.
What if something looks wrong after the switch?
Contact your Customer Experience Manager right away. They'll work with you to resolve it.