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Knowledge Base

Billing Troubleshooting

Note: Adding and updating billing information can only be done by admin users.


If you receive any errors when adding your billing details, the first thing that you should do is go through all of the details added to make sure they are correct. Before following the steps in this article, we recommend first following our general troubleshooting guide, to rule out any cache or browser-related issues. 


 

Unable to add billing details to your trial account

When you are in a trial, you can add your billing details at any time to start paying for your subscription as soon as the trial has ended. If you receive an error when adding your billing details, read through the following points to help you to troubleshoot any issues.

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Location Validation

Location validation is one potential cause of the error that you are receiving. We check Location Validation for any taxable region to determine the correct rate at which to apply the tax.

Location validation looks to find a match between the billing country provided in your billing address and a second piece of location evidence being:

  • The IP address the billing details were added from
  • The BIN (Bank Identification Number) of the credit card provided. 


If your billing details do not match these criteria, you will not be able to add your details to Pipedrive.


Declined transactions

Declined transactions are another potential cause of errors you may receive when adding your billing details. In this case, we advise you to contact your card issuing bank to find out why the transaction has been declined and to see if they can prevent the transaction from being blocked.

Alternatively, you can also try to add your details with another credit or debit card.

 


 

Unable to add your VAT ID (Europe)

If you are unable to add your VAT ID to your account billing details, the first thing you should do is check if your VAT ID is valid. 

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To check if your VAT ID is valid you should follow these steps:

  • Navigate to the VIES website for validating VAT numbers.
  • Select the member state (country) in the first field.
  • Provide the remaining digits of the VAT number in the VAT number field.
  • Select Verify.


You will then see if your VAT ID is valid or invalid.

 
Invalid response

One possible error you may receive is that the maximum requests for this state has been reached.  Unfortunately, this is a limit on the VIES system.  In this case please wait a few hours and try to add your VAT ID again.

If your VAT appears as invalid, you should then contact your local tax authority for more information. You can get the relevant contact details through the VIES website.

Valid response

If your VAT appears as valid but you are still unable to add it to Pipedrive, we recommend that you remove any formatting (dashes, hyphens, forward-slashes), and try to add your VAT ID again with different formats (with spacing, without spacing, etc.).


 
Editing your Subscription 

You may also receive errors when managing your subscription.  For example, if you:

  • Add users to your account.
  • Upgrade your subscription plan.
  • Add a paid add-on such as LeadBooster.
  • Purchase Caller Top Ups.


Firstly, you should follow our general troubleshooting guide, as well as checking your billing information to make sure it is all up to date and valid.

Errors received when making these changes are usually due to an overdue invoice, or else a declined transaction. Check that your most recent invoices have been paid, and if they have not, you will need to pay your unpaid invoices before editing your subscription. You can check how to view your past invoices here. If the transaction is declined, please contact your card issuing bank for more information.

After following these steps, if you are still receiving an error, you should then reach out to our support team for further assistance.

 



Not receiving billing emails

All of your invoices are sent to the email address added to your contact information under 'Billing details.' If you notice that you are not receiving your billing emails, you should first check your billing information to ensure that your billing email address is correct. This can be accessed by navigating to your Billing tab and selecting the pencil icon in the 'Billing details' section.

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If the billing email address is correct, you should then check your junk/spam folder to make sure that the email has not arrived there.

If you still have not received the email, please contact support for further assistance. 

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