Invoicing & Billing FAQ

How Prolydian invoices work, how charges are calculated, and how to pay, reconcile and get help.

Last updated: October 2026
Billing questions: finance@prolydian.com

Your order form and Master Services Agreement set your specific products, rates and payment terms. Where this FAQ and your agreement differ, your agreement governs.

Contents

1. Invoice basics

What kinds of invoices will I receive from Prolydian?

Depending on your agreement, you may receive up to four kinds of invoices:

• Initial invoice: issued when your order form and Master Services Agreement are signed. It typically covers one-time setup fees and your first year of annual fees. It is due on receipt, and onboarding begins once it is paid.
• Annual license (subscription) invoice: covers the annual fees for the platform modules on your order form (for example, exam design and delivery, item banking, or ad-hoc reporting). Your subscription term starts when the agreement is signed, not when onboarding finishes, and it renews automatically each anniversary.
• Monthly usage invoice: covers per-transaction fees from the prior billing period, such as exam registrations, proctoring, application processing and certification/recertification fees.
• Project or change-request invoice: covers work you have requested outside your subscription, such as new exams, custom development or custom reports. See Section 7.

One annual license invoice covers all of your certification programs. You do not receive a separate annual invoice for each program.

Who sends the invoices, and how do I recognize them?

Invoices are issued through Stripe, our billing provider. They come from "Prolydian.com" with the subject line "New invoice from Prolydian.com #XXX-0000", where the prefix is your organization's code and the number increases with each invoice. Each email includes a PDF and a link to a secure payment page where you can view, download and pay the invoice.

Is invoicing done by hand?

No. Usage is recorded automatically as activity happens in the platform. It syncs to our billing system daily, and usage invoices are issued automatically each billing cycle. No one counts your usage by hand, which is why the Invoice Detail report (Section 4) is the best way to see exactly what was billed.

When are monthly usage invoices issued, and what period do they cover?

Usage invoices are issued once per billing cycle and cover the prior cycle's activity. For most accounts the cycle runs from the 1st of one month to the 1st of the next, so the invoice arrives on or about the 1st. Some older accounts have a different cycle date. The billing period for each invoice is printed on it.

When is my invoice due?

The due date is printed on every invoice and follows the payment terms in your agreement. Initial invoices are due on receipt. If we reissue an invoice at your request (for example, to add a PO number), the original due date still applies unless we agree otherwise.

Why did an invoice include charges from an earlier period?

Occasionally a billing audit finds usage that should have been billed in an earlier cycle but wasn't, for example because a new product or application form had not yet been marked billable. When that happens we bill the missed usage on a later invoice, sometimes as a separate "catch-up" invoice, and explain what it covers. If anything on a catch-up invoice is unclear, contact finance@prolydian.com and we can send a breakdown showing when each item was registered and when it was billed.

Why does my invoice show a product line at \$0?

Your billing account lists every product on your subscription. A product with no activity in the period, or one you no longer use, may show as a zero-quantity or \$0 line. You are not charged for it. If a product no longer applies to you, we can remove it from your account.

2. How usage charges are calculated

When is an exam registration charged: when the candidate registers or when they test?

When they register. A billing record is created the moment a candidate is registered for an exam, whether they register themselves or an administrator registers them individually or in bulk. Scheduling, rescheduling or cancelling an appointment does not change that charge.

For example, a candidate who registers on May 19 and tests on June 10 appears on the May usage invoice. We bill at registration because much of our work, and many of our vendor costs, happen before the exam itself: candidate support, scheduling, accommodations and proctoring setup.

How is live online proctoring priced?

Proctored exams are priced as a base fee for the first two hours plus a lower fee for each additional hour. Because the charge happens at registration, the number of hours is based on the exam's maximum configured duration, not on how long the candidate actually takes. Your rates are on your order form.

• 1.5- or 2-hour exam: 1 "First 2 hours" unit
• 3-hour exam: 1 "First 2 hours" unit + 1 "Additional hour" unit
• 4-hour exam: 1 "First 2 hours" unit + 2 "Additional hour" units

This is why the "Additional hour" quantity on an invoice is often higher than the number of candidates. Multiply the number of registrations by the additional hours per exam to reconcile it.

How are test center registrations priced, and what counts as "international"?

Test center registrations are priced by location. The domestic rate applies to candidates in the continental United States and Hawaii. All other locations are billed at the international rate, including U.S. territories such as Puerto Rico.

The location comes from the candidate's address on file. If a candidate's record doesn't have a complete U.S. address, the system bills the international rate by default. A country code alone is not enough. A U.S. address needs at least Address 1, City, State, Postal Code and Country. If you don't want to store a candidate's real street address, you can enter "N/A" in most of those fields, but State and Country must be correct.

If a domestic candidate was billed at the international rate, let us know. We will remove the international charge, and the correct domestic charge will appear on your next invoice.

When are application fees charged?

Only when an application is submitted. Applications that are started but still "In Progress" are never charged. Application processing is charged once per initial application. If one application shows more than one charge (for example, after administrative edits caused it to be recorded as submitted more than once), tell us and we will credit the extra charges.

When are certification and recertification fees charged?

When the credential is issued (conferred) in the platform. This count comes from credentials issued in the system, so it may not match your own payment records exactly, especially if candidates paid you outside the platform. The Invoice Detail report lists each credential that was billed.

Are practice exams billed at a different rate?

Yes, if your order form includes a practice exam rate. The system applies it automatically to exams set up as practice exams, meaning exams that give candidates immediate feedback on their responses during the exam. If you think a practice exam was billed at the standard exam rate, contact finance@prolydian.com and we will review its setup and correct the charges.

Are vouchers or candidates who pay through our own system billed differently?

No. Usage is billed the same way however the candidate paid: through Prolydian's payment processing, through your own payment gateway, with a voucher, or with no payment at all. If you sell vouchers to third parties, you invoice those buyers yourself.

Are test or quality-check (QC) records billed?

They shouldn't be. Registrations, applications or credentials created for testing or QC (by your staff or ours) should be marked non-billable or removed. If any are billed, tell us which records they are and we will credit them. Because test records can also show up in your reports, use clearly labeled test accounts so they are easy to find.

What does the memo "Admin override on non-billable exam" mean?

It means a registration was first marked as not billable and then changed to billable by an administrator. This most often happens when a staff member registers a candidate by hand, marks it non-billable by mistake, and then corrects it. If you think the record should not be billed, let us know.

3. Cancellations, removals, credits and corrections

If a registration is cancelled, are we still charged?

The original registration stays on the invoice for the period when it was created, and the cancellation gives you a credit. Fully cancelling or removing a registration records a "negative usage" (−1) for that product. That credit is used automatically by your next registration of the same type, so the next one is not charged.

• If the next registration happens in the same billing period, the two cancel out and that invoice shows one fewer registration.
• If it happens in a later period, you simply aren't charged for it then.

Example: you register 2 candidates in May and are billed for 2. In June you cancel one and register a third. Your June invoice has no charge for that registration, because the cancellation credit covered it.

We use this approach because registrations are cancelled and moved often, sometimes after an invoice has gone out. Carrying the credit forward avoids constant invoice changes and refunds. Cancellation credits are not paid out as refunds.

Why don't cancellation credits appear as a line on my invoice?

Because they are applied to your next registration of the same type rather than as a dollar credit, they don't appear as a separate invoice line. To see them, run the Invoice Detail report for the invoice and select "Include Negative Counts". Any −1 entry is a credit toward your next registration of that type. Positive and negative entries for the same candidate cancel each other out.

Does a candidate cancelling their appointment cancel the registration?

No. When a candidate cancels an appointment from their My Exams page, only the appointment is cancelled. The registration stays active and billed, so the candidate can reschedule. Only your program administrators (or Prolydian) can fully cancel a registration and generate the credit.

What about registrations that expire without the candidate ever testing?

An unused registration stays billed until it is cancelled or removed, because the registration and its support costs have already happened. If a candidate's eligibility expires and they will not test, cancel or remove the registration to receive the credit.

Why do some invoice lines have no candidate name?

This usually means the registration was cancelled and then completely deleted, so the name is no longer attached to the record. To keep your records easy to reconcile, we recommend cancelling registrations rather than deleting them.

We removed several registrations, but we still got a small invoice. Why?

Each morning the platform adds up your account's new usage from the prior day and sends any positive total to our billing system. Our billing system can increase usage counts but can't decrease them, so a net negative total (more removals than new registrations) is held as credit in the platform until new activity uses it up. This means a small charge can appear for activity on a day with net-positive usage, even if you removed many registrations overall. The credits are not lost. They are applied as new registrations come in.

A candidate couldn't test because of a technical or service problem. Will we be charged?

Problems that aren't the candidate's fault, such as a platform issue, a proctoring vendor outage or an excessive wait for proctor support, are credited on request. Send the candidate names and dates to finance@prolydian.com and we will apply the credit, usually on the current or next invoice.

How do you correct a billing error?

Depending on the situation, we use one of these methods:

• Credit note: we reduce the amount due on the existing invoice. This is the most common method. Re-open or re-download the invoice from its payment link to see the new balance before you pay.
• Void and reissue: we cancel the invoice and issue a corrected one. The corrected invoice usually has a new invoice number, so use the new number when running the Invoice Detail report.
• Next-invoice adjustment: for some corrections, such as moving a charge from the international rate to the domestic rate, we remove the wrong charge now and the correct charge appears on your next invoice.

If you'd like a correction applied to the current invoice rather than carried forward, just ask. If you need written confirmation that an invoice was voided, we can send the voided invoice PDF.

Can I pay the undisputed amount while a question is being reviewed?

Yes, please do. Tell finance@prolydian.com which lines you are questioning. While an invoice question is open with us, we can note the invoice so that late fees are not applied during the review.

Are annual or setup fees refundable?

Annual fees pay for the hosting, maintenance, support and infrastructure we provide throughout your term, and setup fees pay for onboarding work already completed. They are not refunded for a term that has started, including if a module goes unused. If you no longer need a module, tell us before your renewal and we will remove it from future annual invoices. Billing errors are corrected with credits as described above.

4. The Invoice Detail report

How can I see exactly what I was charged for?

Use the Invoice Detail report in the platform. It lists every charge on a given invoice, including the candidate, product, date and quantity. To run it:

• Sign in and go to Reports, then Invoice Detail (app.prolydian.com/Reports/Generate?id=Invoice_Detail, or the same path on your organization's Prolydian address).
• Enter the invoice number exactly as shown on the invoice (for example, ABC-0042) and click Preview or export to Excel.
• Use the Detail tab for line-by-line records and the SummaryByGroup tab for totals by group.
• Select "Include Negative Counts" to see cancellation credits (−1 entries).

A step-by-step guide is in our help center: prolydian.ladesk.com/729672-Viewing-detailed-invoice-information. The Invoice Detail report is the official backup for every usage invoice.

The report is empty or says "no invoice found." What's wrong?

There are three common causes:

• The invoice was just issued. The report can take up to about 24 hours to populate after an invoice goes out.
• The invoice was voided and replaced. Run the report with the new invoice number.
• You don't have access. Report access is granted per user. Ask your Customer Success Manager or finance@prolydian.com to add it.

Why doesn't the invoice match the counts in our other reports?

Other reports, such as application or event reports, use different rules and date filters. For example, they may count by exam date, exclude cancelled records, or include unsubmitted applications. Billing follows the rules in Section 2 (registration date, submitted applications, issued credentials), so the Invoice Detail report is the one to reconcile against. If the Invoice Detail report and the invoice itself disagree, contact us and we will check and correct whichever is wrong.

Can charges be broken down by program, client or funding source?

The SummaryByGroup tab of the Invoice Detail report groups charges, and the Detail tab can be filtered and totaled in Excel by program. If you need a specific breakdown for internal allocation or grant reporting, contact finance@prolydian.com and we'll find the best approach. If separate programs are funded separately, we can also set them up as separate billing accounts, each with its own invoices. Reports beyond the standard Invoice Detail report may be quoted as custom work (Section 7).

5. Paying your invoice

How can I pay?

• Online by credit card or ACH bank debit, using the "Pay" link in the invoice email (the secure Stripe payment page).
• Bank transfer (ACH or wire) to the account details printed on the invoice. Include the invoice number as the payment reference.
• Automatic payment from a card or bank account on file, if your account is set up for it.

Electronic payment is our standard and the fastest way for your payment to be applied. We don't accept Venmo, Zelle or cash. If your organization can only pay by paper check, please contact finance@prolydian.com before sending one.

Will my invoice be charged automatically to our card on file?

Only if your account is set up for automatic payment and that invoice is set to be collected automatically. This usually applies to recurring invoices. One-off invoices, such as annual license or project invoices, are not charged to your card automatically unless you ask us to. If you'd like us to charge your card on file for a specific invoice, reply to the invoice email or write to finance@prolydian.com to authorize it. Otherwise, pay using the invoice's payment link.

Our card was declined or has expired. How do I update it?

Open the invoice's payment link and pay with a new card or bank account there. If the wrong card was charged, contact us. We can reverse the charge so you can pay with the correct method. Refunds to a card can take up to 5 business days to appear.

Where do I find your bank details, and how do I know they're genuine?

Always use the bank account details printed on the invoice itself. They are specific to your account and remain the same from invoice to invoice. Do not use bank details sent to you in an ordinary email, even one that appears to come from Prolydian.

We will never ask you to change payment details by email. If you receive such a request, or anything from a look-alike domain (for example, a misspelling of prolydian.com), don't act on it. Verify it with us using a phone number or contact you already know. If your policy requires verbal confirmation of banking details, we're happy to schedule a call.

How should we pay several invoices at once?

Our billing system applies payments most reliably when each payment matches one invoice. Paying each invoice separately, either through its own payment link or with a transfer for its exact amount that references its invoice number, keeps your account clean. A single payment covering several invoices will close them correctly when those invoices are your oldest open invoices and are paid together in full. Otherwise, the payment may be applied in a different order than you intended. If you do send a combined payment, email finance@prolydian.com with the invoice numbers and amounts it covers.

We paid, but we still received a reminder or past-due notice.

Reminders are sent automatically, and bank transfers can take up to two business days to arrive, so a reminder can cross with your payment. If you have already paid, you can ignore it. If the reminder continues, send your remittance details (date, amount, method and invoice number) to finance@prolydian.com and we will match it.

What happens if we pay the wrong amount?

If you pay less than the full invoice amount, the payment is held as a credit on your account and applied to the first invoice it fully covers. If you overpay or pay twice, the extra becomes a credit balance (shown as a credit note) that is applied automatically to your next invoices. While a credit balance covers your invoices, they may be marked paid automatically, so you may not receive the usual payment-due emails. In either case, contact us if you'd like the funds applied differently. We can also provide an account statement showing every invoice, payment and credit.

How do I confirm a payment was received or get a receipt?

When a payment is applied, the payment page shows the invoice as paid, and a receipt is emailed to your billing contacts. You can also check paid status and download past invoices in the billing portal (Section 6), or ask finance@prolydian.com to confirm.

What happens if an invoice is overdue?

Automated reminders are sent before and after the due date. If an invoice is more than 30 days overdue, we will contact you directly. Late fees may apply as described in your agreement. If something is holding up payment, such as a pending PO, contract approval or a question about charges, let us know. We're glad to work with you.

Can we set up a payment plan, or change when our annual invoice is issued?

Yes, for larger invoices such as the annual license, payment plans are available on request. A finance charge applies to payment plans, and we will confirm the total and installment schedule before setting it up. We can also move your annual invoice date to line up with your organization's revenue cycle. Contact finance@prolydian.com to arrange either.

6. Billing contacts, vendor setup and records

How do I change who receives our invoices?

Email finance@prolydian.com with the addresses to add or remove. Invoices can go to a main recipient, such as an accounts payable inbox, with additional people copied.

How do I update our billing address or organization name?

Email finance@prolydian.com with the new details. We will update your billing account so future invoices show them. If you need the change to match your W-9 or vendor record, include that information too.

We need a purchase order (PO) number on the invoice.

Send us the PO number and we will add it and reissue the invoice. Monthly usage invoices vary in amount, so if your AP team requires a PO, we recommend a blanket or annual PO sized to your expected usage for the year. Remember to send us a new PO number before the current one runs out.

Can you provide a W-9, certificate of insurance or vendor setup forms?

Yes. Email finance@prolydian.com for Prolydian's W-9 and for help completing supplier or vendor setup packets. We can provide a General Liability certificate of insurance (COI). Requests to name your organization as an additional insured are reviewed case by case. Payment terms are set by your agreement with Prolydian. If a vendor form asks for different terms, the agreement governs.

Our candidate's employer wants Prolydian's W-9 to pay for their exam.

Candidate payments made through the platform are collected on your organization's behalf, so the employer should get your organization's W-9 and an invoice from you, not from Prolydian.

How can I download our invoice history, for example for auditors?

Use the billing portal (currently in beta):

• Sign in at app.prolydian.com.
• Go to People, then Organizations.
• Click the Actions menu (three dots) next to your organization and choose "Visit billing portal".
• Your invoice history is listed at the bottom of the page (click "View more"). Each invoice can be downloaded.

If your organization has more than one billing account, repeat this for each one. If you run into access issues, or need a statement showing all invoices, payments and credits, email finance@prolydian.com.

7. Change requests, projects and custom work

How is requested work billed?

Work outside your subscription is quoted before it begins and needs your approval. How it is billed depends on size:

• Quick and standard changes (smaller requests): hours worked are tracked and billed on your monthly invoice.
• Projects (larger efforts or any custom development): billed 50% when the project starts and 50% on completion.

If work is expected to go beyond the estimated range, we will tell you in advance. We can provide time detail for hourly work on request.

Are custom reports and data exports billable?

Standard reports, including the Invoice Detail report, are included. Custom reports, data exports and changes to standard reports are generally treated as change requests and quoted before the work is done.

Is requested work included in automatic payment?

Project and change-request invoices are usually issued separately and are not charged to your card on file automatically. Pay them using the invoice's payment link, or ask us to charge your card on file.

8. Candidate fees Prolydian collects for you (managed payments)

This section applies if candidates pay your fees through Prolydian's payment processing rather than your own payment gateway.

How does managed payment processing work?

Candidates pay your application and exam fees through Prolydian's secure Stripe payment processing. We hold those funds on your behalf and pay them out to you monthly, minus the processing service fee. Your usage fees are not deducted from these funds. They are invoiced separately on your regular usage invoice.

Why is our payout less than the fees candidates paid?

A service fee of 5% of each gross transaction is deducted. It covers credit card processing charges, which are the largest part, plus Prolydian's management of the transactions and payouts. For example, a \$100 exam fee results in a \$95 payout.

When will we receive payouts?

Payouts are made monthly for the previous month's collections. Our policy is to pay out by the 15th of the month, and we usually do so within the first week. Each payout includes a payout report emailed to your organization. Payouts are reviewed by our team before they are released.

How can we see which candidates paid, and reconcile our payout?

Your administrators can be given access to the Managed Financial Transactions report, which shows who paid for what and what will be paid out. Compare it with the monthly payout report. Ask your Customer Success Manager for access.

What do we need to set up payouts?

A completed ACH authorization form and your organization's W-9. We will send the form along with Prolydian's W-9 for your records.

We got an email from Melio about a payment from Prolydian. Is that legitimate?

Prolydian may send payouts through Melio, a payment service. The email may offer an optional expedited ("instant") payment for a fee. You don't need to take any action to receive the standard payment. If an email doesn't match a payout you expected, check with finance@prolydian.com before acting on it.

How do candidate refunds and payment disputes affect our payout?

Cancelling a candidate's registration does not refund the candidate automatically. Ask us to process the refund. When a candidate is refunded, or a card dispute is lost, the candidate receives the full amount they paid, and that full amount is deducted from your payout. The processing service fee is not returned in these cases. If refunds in a month are more than the fees collected, we will invoice you for the difference.

Can candidates pay by Venmo, Zelle or cash?

No. Our payment processor doesn't support those methods. Candidates without a credit card can usually pay by ACH bank debit, which needs only a bank account.

9. Who to contact

Where should we send billing questions?

Email finance@prolydian.com for invoices, payments, credits, payment plans, payouts, billing contacts, W-9s and vendor setup. When asking about a specific charge, include the invoice number and, if you can, the candidate names or rows from the Invoice Detail report.

For questions about pricing, renewals, new services or project quotes, contact your Customer Success Manager.