Workspace billing and payment issues

This page covers common billing questions for Google Workspace subscriptions managed through Mercurie.

Where to find invoices and receipts

For the full walkthrough, see Download your invoices.

Open the Mercurie dashboard and check:

• Transactions → Invoices to view, download, and pay invoices.
• Transactions for payment history.
• Invoice History on the subscription detail page for subscription invoices.
• Outstanding for unpaid invoices that still need action.

If an invoice or receipt is still missing after checking those areas and refreshing the dashboard, contact support with the business name, domain, payment date, and amount.

Payment has not reflected

If you paid but the dashboard still shows an unpaid invoice:

1. Refresh the dashboard after a few minutes.
2. Check whether the payment is still marked Pending.
3. Confirm that the amount paid matches the invoice amount.
4. Contact support if the status does not change.

For bank transfers, include the transfer reference, account name, amount, and payment date. Transfers without a clear customer reference may need manual reconciliation.

Renewal amount changed

Your renewal amount can change when:

• The license count changed during the billing period.
• A prorated license invoice was created.
• FX, VAT, or payment fees changed.
• A discount ended or changed.
• The subscription plan changed.

Use Total Monthly, Next Bill, Outstanding, and Transactions to compare the recurring amount, upcoming renewal, and unpaid invoices.

Missed renewal payment

If a renewal payment fails or is missed, pay the outstanding invoice as soon as possible from the dashboard. If the Workspace subscription is already suspended, service may not reactivate instantly; contact support after payment so Mercurie can confirm payment status and trigger or verify reactivation.

Duplicate charges

If you think your card was charged twice for the same invoice, do not retry again immediately. Contact support with:

• The business name and domain.
• The invoice or transaction reference, if visible.
• The two payment amounts.
• The dates and approximate times of both charges.

Mercurie will compare the dashboard transaction, payment-provider status, and invoice status before advising whether a refund, reversal, or reconciliation is needed.

Invoice details and TIN

If your invoice needs updated billing details, company information, or TIN, contact support before your next invoice where possible. Include the exact legal name, address, TIN, and billing email you want shown.