These steps apply to DIY Paid and Expert. DIY Free has no subscription payment.
Ways to pay
- Card with auto-debit (the default): pay the first invoice and save your card for future bills.
- One-time payment: untick Enable monthly auto-debit to see other methods, including online banking. We then email you a payment link each billing cycle.
- Bank transfer: transfer the amount, upload your receipt and submit it for review. Your account is set up once the payment is confirmed.
Pay each bill by its due date. An unpaid bill locks the payroll app.
Change your plan or add-ons
- In your Payroll Hub, go to Current plan and select Manage plan.
- Choose the plan change, or add or remove an add-on.
- Check the change and when it takes effect, then confirm.
Upgrades apply immediately. Downgrades and removals apply at the next billing date, with no refund for the current cycle. A scheduled downgrade shows on your Current plan card, and you can cancel it before it takes effect.
Your bill
- Your first payment can include the subscription, add-ons, one-time setup and SST.
- After that, each monthly bill brings together your plan and add-ons (based on your employee count when the bill is raised), any adjustments such as extra services, and SST.
If auto-debit fails
- First failed charge: your account stays on auto-debit and we email you that we’ll retry tomorrow.
- Second failed charge in a row: your account switches to manual payment and is marked past due. We email you a payment link.
- On manual payment: you get a payment link by email each billing cycle.
To change your saved card, open the Next bill details on your Current plan card and select Update card. If your account is past due, use Update card & pay or Pay now in the past-due section.
If you have an existing service agreement
On the payment screen, select I’m an existing Altomate client. Your pricing follows your agreement and your account manager invoices you directly. Prices, invoices and plan controls aren’t shown in your Payroll Hub.
Common problems
The payroll app says “Locked — payment due”.
Pay the outstanding bill with Pay now, Update card & pay, or a bank transfer with your receipt. Bank transfers are confirmed by our team before access returns.
My account setup didn’t finish after I paid.
If your workspace setup failed, a Retry setup button appears. Select it. If it fails twice, email support@altomate.io and say you’ve already paid.
I can’t see “Update card”.
It’s in the Next bill details on your Current plan card. If you’re billed under an existing service agreement, contact your account manager instead.
My account says it’s on hold.
Contact your account manager.
