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How to resolve accidental license purchases

  • Updated

Resolving accidental license purchases allows you to quickly correct billing errors and keep your budget under control. This article explains how to identify purchase errors, contact Ringover support, and resolve your account status.

 

1. Identifying the type of purchase error 

If you have added incorrect licenses or purchased more licenses than planned, it is essential to pinpoint the problem before contacting support. The most common cases include:

  • The wrong license type : Selection of an inappropriate plan for your users.
  • Involuntary addition : Adding extra licenses inadvertently.
  • Surplus : Ordering a quantity greater than your actual needs.

 

2. Contacting the CSM team quickly 

As soon as you notice the error, contact Ringover's customer support team immediately. Reporting the incident as quickly as possible increases your chances of getting a fast and straightforward resolution.

To contact the CSM team:

  1. Go to our help center. 
  2. Click "Submit a request". 
  3. Select the option "Contact your CSM".
  4. Open a ticket detailing your situation
⚠️ Important : Time is of the essence. Certain billing corrections must imperatively be made before the start of the next billing cycle to avoid complications. 

 

3. Providing the necessary information 

To speed up the processing of your request by our teams, prepare and send all the essential details related to this purchase.

To complete your request, provide:

  1. Provide your Ringover account information and credentials. 
  2. Briefly explain the circumstances of this mistaken purchase. 
  3. Specify the exact type and number of licenses concerned.
  4. Indicate the precise number of licenses you wish to keep (in case of surplus).

 

4. Following refund and update procedures 

Once you have contacted your CSM, you will be able to benefit from various types of financial adjustments and will need to perform a few checks on your account.

Financial adjustment options 

The CSM team can implement several solutions depending on your situation:

  • Account credit : To offset unintentional charges.
  • Prorated discount : To adjust the cost of surplus licenses.
  • Refund : For licenses purchased by mistake.
💡 Tip: Remember to immediately delete the user accounts associated with unneeded licenses from your admin portal, then check your next billing statement to verify that the corrections have been applied.

 

🎉 You now know how to resolve accidental license purchases to keep your Ringover account billing perfectly up to date!