What is the New Customer Portal?

The New Customer Portal is your centralised workspace within Factorial, designed to give you greater visibility, control, and flexibility over your subscription and billing.

With everything in one place, you can manage key account details quickly and independently—saving time and making it easier to stay on top of your plan as your business grows.

What you can do in the New Customer Portal

We’ve introduced several practical tools to help you manage your account more efficiently:

• Clear view of your plan and add-ons: Easily access detailed information about your current plan and any add-ons you have activated. You’ll also see your contract duration at a glance, so you always know where you stand.
• Update your billing information: You can now update your billing email directly from the portal. Any changes you make will be applied to your next invoice, keeping your billing details always up to date.
• Simple and flexible payments: Managing payments is now more straightforward:
  • Pay invoices securely using card or SEPA
  • Access direct payment links for any pending invoices
  • Benefit from a streamlined SEPA process for bank transfers
• Transparent discounts: If your plan includes a discount, you’ll be able to clearly see how long it applies, so there are no surprises.

What you will see in the New Customer Portal

You can access your New Customer Portal by clicking on Billing in your sidebar. There, you will see:

Overview

The Overview section gives you a quick snapshot of your account at a glance. It highlights the most important information:

• Your current plan
• Seat history
• Billing information
• Payment methods
• Next payment

It’s designed to help you stay on top of your account without having to navigate through multiple sections, making day-to-day management faster and more straightforward.

Subscription

The Subscription section gives you a clear overview of your current plan. Here, you can quickly see:

• The number of seats
• The billing cycle
• Your next billing
• Your plan's overview
• Any active add-ons
• Available add-ons
• The option to cancel your subscription

It’s designed to help you understand your setup at a glance, so you can make informed decisions about upgrades, add-ons, or future changes as your needs evolve.

Seat history

The Seat History section lets you track how your number of seats has changed over time. You can view past updates, including increases or reductions, along with the dates those changes took effect.

This helps you better understand how your subscription has evolved, making it easier to keep track of growth, manage costs, and reconcile any billing changes.

How does the number of users/seats work?

• Users and billing: Users correspond to seats.
• The minimum number of users billed (“seat floor”) is determined by the number of seats agreed upon in the contract.
• Depending on the market, the seat floor cannot be lower than a defined minimum.
• The number of seats is calculated automatically each month based on the number of active users.
• Any increase or decrease in users above the seat floor will be billed or refunded via invoice or credit note, for both monthly and yearly plans.
• For yearly plans, any additional charges or credits are calculated on a pro-rata basis. If the number of users decreases but remains above the seat floor, the seat floor cannot be reduced until the contract renewal date for yearly plans.
• For monthly plans, a reduction request must be communicated to the Account Manager at least 10 days before the renewal date.
• If the number of users falls below the market minimum, billing cannot be reduced below that minimum.

Billing history

The Billing History section gives you access to all your past and current invoices and credit notes in one place. You can easily review invoice details, check their status, and download them whenever needed.

Besides, you can pay any unpaid invoices directly from here:

• Click the three dots next to the invoice status
• Select Pay invoice
• The amount will be charged to your preferred payment method

For paid invoices, you can analyse them with AI.

How to read an invoice

The invoice shows the cost of the client’s subscription for a specific billing period (monthly or yearly). It includes:

• The number of employees/users in the account
• The modules/features the client is using (e.g. HR, Time off, Expenses)
• The price per user or per module
• Any discounts applied
• The total amount due

Billing information

The Billing Information section is where you can view and manage your billing details. You’ll find your current billing email and other relevant information used for invoicing, all in one place.

Payment methods

You can update your payment method directly in the Payment Methods section of your profile. If you have more than one method added, you can also choose which one will be your primary payment method.