Billing Policy

Billing Policy

The following policy governs requests for billing mechanisms within the Auth0 Dashboard.

Change billing email address

It is possible to change the billing email address, but for security reasons, the request should be performed by a Tenant Administrator by filing a new ticket through our Support Center. A member of our support team will then contact you in that same ticket with steps on how the request will proceed.

If you are not a Tenant Administrator, we will not process a billing change request.

If you created tenants using the Heroku hosting platform, you must change the billing email address (or any other billing details) on that platform. We cannot edit any billing information on that service.

Credit card issues

To determine the reason for the failure, you must contact your credit card company. Billing issues can be triggered by a credit card reaching the limit or simply being rejected by the bank.

If your credit card charge fails, we automatically retry to charge it up to 4 times. If you fix the issue before the fourth failure (by entering new card information or by solving the issue with the bank), then the charge will go through and everything will work as expected. However, if the problem is not fixed prior to the fourth failure, all past due invoices will be manually initiated by Auth0. This means that you may be charged on an unexpected date.

Cancel subscription

To cancel your subscription, downgrade it to free or delete your tenants in the Auth0 Dashboard. See Downgrade or Cancel Subscriptions for details.

Refunds

Unused tenants

We understand that sometimes developers create tenants for demo or testing purposes. So if you have a subscription plan, but you have not been using our service in a while and you would like to get a refund, you should downgrade your tenant to use a free plan. We do not provide refunds when a plan is downgraded to another paid one that has fewer features.

If you have already downgraded, please explain the situation by filing a ticket through our Support Center, and provide information about why the tenant has not been used and for how long. Please note that this request must come from a Tenant Administrator. We will evaluate the case and verify that the tenant has not been used in the aforementioned period in order to process the refund. Please note that if we consider the usage of the tenant not to be minimal, we reserve the right to not refund your credit card.

If you bought unneeded subscriptions, you are eligible for a refund. Please explain the situation by filing a ticket through our Support Center, and provide all the information possible. Please note that this request must come from a Tenant Administrator.

Unneeded self service plans

You can get a refund only for any unused portion of subscription of 3 months or less, when there have been no logins. Please explain the situation by filing a ticket through our Support Center, and provide all the information possible. Please note that this request must come from a Tenant Administrator.

Invoices

Invoices can be seen directly in the Dashboard by going to the Tenant Settings and clicking on the Payments tab which shows your Payment History. You can get the invoices by clicking on the corresponding month. Please note that only Tenant Administrators can see the invoices.

Receipts

You can obtain receipts by filing a ticket through our Support Center. Please note that you have to be a Tenant admin to do this request. Auth0 sends receipts to the email entered when you created your tenant. If you want to change this setting, please let us know through our Support Center.

Taxes

For certain regions, depending on tax laws and requirements, Auth0 is required to charge tax on invoices.

If your billing address is tax-eligible, you'll see the applicable tax added to your total during checkout. You will also see the applicable tax amount on all of your Auth0 invoices and receipts.

Charges for users

You can choose a subscription plan based on your use case and the type of users who access your application. For information on subscriptions plans, see Auth0 Pricing.

An active user is a user that has authenticated with a username/password combination, a Passwordless connection, or any social provider during a given calendar month. Auth0 counts users on a per-tenant basis. A user who logs in to multiple applications on the same tenant counts as one user.

You can scale the number of users as needed each month.

  1. In the Dashboard, go to the upper right corner, click on your tenant name, and select Settings from the drop-down menu.

  2. In the Subscriptions tab, select the option that best suits your needs.

Combine billing for multiple tenants

Unfortunately, combined billing is not supported by regular self-service tenants. The only two cases where we support combined billing are:

  1. For Enterprise customers.

  2. If your main tenant is billed at $167 per month (or more). In this case, we mark the testing tenant as a child tenant and bill only the main tenant.

Convert tenant from free trial to any other plan

  1. In the Dashboard, go to the upper right corner, click on your tenant name, and select Settings from the drop-down menu.

  2. In the Subscriptions tab, select the plan that best suits your needs.

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