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BrightPay Cloud - Subscription and Billing queries

Bright Support
  • Updated

For any queries regarding your BrightPay Cloud subscription or billing including;

  • Making a payment
  • Arrears on your account
  • Changing the payment frequency (from monthly to annually or vice versa)
  • Invoice queries or discrepancies
  • Payment due amount is different to what you're expecting / agreed
  • Suspended subscription
  • Number of employee numbers increasing, taking you above your current subscription / contract
  • New payment card added to account but encountering errors

Please call our Payment Services Team on 0345 939 0019. Alternatively, you can email them at billing@brightsg.com

 

You can make a payment or change your payment method by logging into your Bright ID at https://id.brightsg.com and go to the Billing section.

 

Any queries regarding dropping employee numbers under the agreed contract limit, needs to be discussed with the payment services team.

 

Any billing queries regarding a ceased employer or you wish to archive an employer on BrightPay Cloud, please contact the Payment Services team. Billing queries including refunds for cancelled subscriptions will need to be advised by payment services team.

 

Q. Are leavers included in the number of employees count for billing. 

A. For monthly billing - employees marked as leavers in a given month are included in that month’s charge, but they won’t be counted in usage charges for future months.

Annual charge – When a customer prepays for a set number of employers/employees (for example, 1 employer and 20 employees for the year), only active employees count toward that limit. If one employee is marked as a leaver this month (leaving 19 active and 1 leaver) and a new employee is added next month (back to 20 active, with the leaver not counted), the customer is still within their 20‑employee prepaid allowance and won’t incur any overage charges.
 
 
Q. I see "Something went wrong" when trying to update my payment method or pay my bill. 
 
A. If you receive a generic "Something went wrong" error when:
Attempting to update your payment card details
Processing a bill payment
Accessing the billing/payment section of your BrightPay account 
This is a payment processing error, not a login issue. 
 
Next steps: 1. Wait 5 minutes and try again 
2. Try a different card or payment method 
3. Clear your browser cache and cookies 
4. Try a different browser 
 
If the error persists, please contact our Payment Services team: Email: billing@brightsg.com - Phone: 0345 939 0019

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