Billing- FAQ and Troubleshooting

If on an annual subscription, you will be charged one payment for an entire year of Alchemer. By default, accounts paid with a credit card will automatically renew 11 months from the date of the initial payment. In these cases, invoices are made available in your account's Billing section immediately following processing of the payment and there is no grace period.

If on a monthly subscription, you will be charged each month (the date of initial purchase and the corresponding date each subsequent month). Monthly accounts auto renew.

Yes, Alchemer Account subscriptions (Account Managed excluded) can be purchased monthly or annually. When activating your Alchemer account, you will see the option to select either a monthly or annual subscription.

You have two options for paying a Alchemer invoice:

1. Pay within Alchemer - If you regularly log in to Alchemer and have administrative user permissions, you can pay due invoices from within the application. To do so, go to Account > Billing. Find the invoice(s) with a balance and click the credit card icon in the Pay column.
2. Email the invoice - If your billing contact does not regularly log in to Alchemer, you might want to take advantage of our option to pay via an emailed invoice. To send the invoice to your billing contact, go to Account > Billing. Find the invoice(s) with a balance and click the envelope icon in the Email column.

All accounts under $5,000 must be guaranteed by credit card and must be set to auto-pay.

Credit Card

Payments can be made with a credit card within the application. We currently accept:

• VISA
• MasterCard
• Discover
• American Express (USD only)

Check

Alchemer accepts checks for payment of annual account subscriptions of over $5,000. Accounts will be activated when Alchemer is notified that funds have arrived.

Please make checks payable to:
Alchemer

Send checks to:
Alchemer
PO Box 913138
Denver, CO 80291-3138

Wire/ACH Transfer

Alchemer accepts wire transfers for payment of annual account subscriptions only. Accounts will be activated when Alchemer is notified that funds have arrived. 

All invoice charges are in U.S. Dollars. For wire transfers originating outside of the United States in another currency, please check the current exchange rate and adjust the amount sent. Should the amount received be different than the amount invoiced, the term of the account will be adjusted to reflect the amount received. 

Please note that additional fees may apply. 

Contact our support team for wire transfer details.

Purchase Order

Alchemer accepts Purchase Orders as payment for annual Account Managed accounts. We are not accepting Purchase Order Terms & Conditions - and will extend net 30 payment terms for those customers who qualify.

You may need a copy of Alchemer’s W-9 form. Alchemer’s full company name is Widgix LLC dba Alchemer. You can download a copy of Alchemer's W-9 by clicking the below link:

Alchemer W-9

Account administrators can access invoices within the account. Go to Account > Billing to see a list of invoices. Click on the Invoice # that you need in order to open/view the invoice (the invoice will open in a new browser tab/window).

Once your invoice is open, hover over the invoice to see options for rotating, downloading (PDF), and printing the invoice. These options are located in the upper right portion of the invoice. You also have the option to Email the invoice (in case someone else needs to execute payment).

Alchemer accepts wire transfers for payment of Annual Account Subscriptions only. Accounts will be activated when Alchemer is notified that funds have arrived in the Alchemer account. 

All invoice charges are in U.S. Dollars. For wire transfers originating outside of the United States in another currency, please check the current exchange rate and adjust the amount sent. Should the amount received be different than the amount invoiced, the term of the account will be adjusted to reflect the amount received. 

Please note that additional fees may apply. Contact our support team with questions.

Depending on your location and the services that you are purchasing from Alchemer, you may be required to pay a sales/use tax. If applicable*, this tax will be calculated and presented to you during account activation. Please contact our Sales team with questions.

Learn more by visiting Alchemer's Sales Tax FAQ.

States/locations affected:

• WA
• CO (City of Boulder only)
• TX
• Washington DC
• Canada

*If you are a Non-Profit organization, taxes will not be applied.

Depending on your purchasing processes, you may need a copy of Alchemer’s W-9 form. Alchemer’s full company name is Alchemer LLC.

You can download a copy of Alchemer's W-9 by clicking the below link:

Alchemer W-9

Alchemer account administrators have the ability to update Account and Billing information by accessing Account > Billing. 

Note: The information that you input into the Contact and Billing fields within your Alchemer account will be the exact information that appears on your invoices.

Alchemer accepts Purchase Orders as payment for Account Managed accounts. We are not accepting Purchase Order Terms & Conditions - and will extend net 30 payment terms for those customers who qualify.

Alchemer offers monthly and annual subscriptions. Alchemer Enterprise Packages offer annual pricing only. A pay-per-survey option is not available.

• Monthly subscriptions auto-renew each month, unless cancelled.
• Annual subscriptions are active for twelve months from the date of purchase.

Alchemer offers a 25% discount for annual Alchemer accounts for registered non-profit organizations. Visit the Non-Profit documentation article for instructions on how to take advantage of this discount.

If you are interested in n team solution inquire about our Enterprise Packages.

There are occasional times when a payment is missed or payment does not arrive in a timely manner. 

As an Account Administrator, it is important to keep account contact information up to date in the Account Summary area of your account so that we can reach out to you in the event of a missed payment. 

Alchemer will send a series of emails to the account contacts if payment is overdue. 

• The first email notification regarding overdue payment is triggered the day after the missed payment and is sent to the email address listed under the Billing Info section under Account > Billing. 
• After the initial email, Alchemer will send several further emails to account contacts and users over a period of several days. 
• Finally, an email will be sent to all account users indicating that the account has been deactivated. 

When an account is deactivated, surveys are closed and saved along with any data and reports associated with those surveys. The account can be reactivated again when all overdue invoices are paid and any needed credit card information is updated.

Please contact our support team with any questions.

Looking for the VIP treatment? Alchemer Enterprise Packages offer custom agreements, large-scale user management, branding, a transition team and more! Learn more!

Our billing system runs at midnight eastern time which might cause slight shifts in subscription start and end dates for some times zones.

Alchemer accounts can downgrade or delete their accounts within the application. All other accounts (including Account Managed accounts) must contact us to downgrade/cancel. If you have an Account Managed account contact our Sales team.

When you upgrade your Alchemer account, the change to your account status is immediate. The payment is prorated.