Common questions
Access
Why does Billing & Cost Management open Organisation Settings?
Your organisation pays for the selected facility, so Billing & Cost Management opens your organisation's billing for it instead, in Organisation Settings → Billing. See When your organisation pays for the facility.
Why can't I see Statements or Payment Settings in Organisation Settings?
Your organisation's default is Each facility pays for itself. Statements and Payment Settings show only while the organisation's default is Organisation pays for all facilities, now or from the 1st of next month. Paying for some facilities as exceptions doesn't bring them back. Each facility that pays for itself has its invoices and payment settings in its own Billing & Cost Management. See When the tab shows.
Costs and statements
Why is this month's amount different from the statement?
The amounts for the current month, such as Cost to Date and Forecast, are estimates that update as usage comes in. The monthly statement is final. See Cost summary.
Why does the September statement arrive in October?
Statements and invoices are named for the usage month: the month of usage they cover, not the month they're issued. September's usage is billed once September is over, so its statement arrives in October and reads "September 2026". See Invoices are named for the usage month.
Can I see a facility that was removed?
Yes, on the organisation's statements: a removed facility stays on the statements it was billed on, shown as "Deleted facility". See Removed facilities.
Payments and alerts
How do I change from prepaid to invoice?
Your settlement method is part of your agreement with Performance Hub. To change it, contact Support (Settings → Raise Support Request). See Who pays, and how the bill is settled.
Who gets budget alerts?
The billing contacts. For a facility that pays for itself, they're the NOMINATED SAAS BILLING CONTACTS in its billing profile. For the organisation budget, they're the billing contacts in Organisation Details; if no contact is marked for billing, every organisation admin gets them.