Billing Policy

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

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.

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.

To cancel your subscription, downgrade it to the Free plan in the Auth0 Dashboard. To learn more, read Downgrade or Cancel Subscriptions.

If you cancel your subscription, you may be eligible for a credit or refund depending on the circumstances.

Tenants with minimal login transaction history may be eligible for a credit or refund. If we consider the usage of the tenant to not be minimal, Auth0 reserves the right to deny the credit or refund request.

Auth0 does not provide credits or refunds when a tenant on a paid plan is downgraded to another paid plan with fewer features.

Tenants with no recorded login transactions may be eligible for a credit or refund for any unused portion of the subscription within the last three (3) months.

You can request a credit or refund by contacting Okta Accounts Receivable at ar@okta.com and providing the following information:

• Subscription plan that your tenant was on before downgrade or cancellation.

• Date of downgrade or cancellation.

• Brief description of reason for downgrade or cancellation.

Requests must be submitted by a Tenant Administrator and are subject to evaluation and verification by Okta.

If you are using Auth0 Teams, your subscriptions and invoices are managed on the account level.

You can view invoices in the Auth0 Dashboard:

1. Go to your Team dashboard, and then select Settings.

2. Switch to the Payment & Billing view.

3. Locate the Payment History section.

4. Select an invoice from the list.

You can view invoices in the Auth0 Dashboard:

1. Go to Tenant Settings.

2. Switch to the Payment & Billing view.

3. Locate the Payment History section.

4. Select an invoice from the list.

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.

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.

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.

If you have an Enterprise or upgraded Self service subscription, then use Auth0 Teams to combine billing for multiple tenants under a single subscription.

To learn more about linking multiple tenants under a single subscription, read Link Multiple Tenants to a Single Subscription.

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.

• Downgrade or Cancel Auth0 Subscriptions