Table of Contents
Overview
This Partner Portal FAQ section covers site disabled, invoice questions, charge disputes, and payment method issues.
F.A.Q.s
Why did my partner site go down? How do billing failures cause service interruption?
Partner sites are automatically disabled when invoices remain unpaid beyond defined overdue thresholds. There are 4 stages of overdue notifications, each tied to an action on the site:
- 45 days past due: Warning email sent. The site is still active but at risk.
- 60 days past due: Site is disabled. Partner admin and accounts under the partner cannot log in.
- 75 days past due: Warning email that devices will be disabled. Site remains disabled.
- 90 days past due: Site and devices are both disabled. Screens show a “check your account” notice.
Example timeline: an invoice issued on March 1 that stays unpaid would trigger the warning email around April 15 (45 days), site disabled around April 30 (60 days), device-disable warning around May 15 (75 days), and full screen disable around May 30 (90 days).
To restore service, the overdue invoice(s) must be settled. Reactivation is automatic once payment is reconciled, typically within 1 to 2 business days.
How does Yodeck handle failed card-on-file payments, and when does it retry?
Partner invoices are generated on the 1st of each month. For partners on card-on-file, the system attempts the charge automatically and, if it fails, retries on the 2nd, 8th, and 15th of the same month. No manual action is required during the retry window.
Example: an invoice issued on May 1 that fails to charge will retry on May 2, May 8, and May 15. If all three retries fail, the site enters the overdue flow described above starting around mid-June. Once you update your card, you still need to trigger the payment manually from the Invoices section. Updating the card alone does not auto-pay outstanding invoices.
Recommended actions if a charge fails:
- Update your card details in YConsole under Account Settings → Payment Method as soon as possible. After updating, trigger the payment manually from the Invoices section.
- If updating the card in the portal fails, contact Support to request a Stripe payment link.
What should I do if my partner site is suspended unexpectedly?
First, check for unpaid invoices in YConsole under Invoices on the dashboard. If invoices are outstanding, pay them online via the dashboard (Account Settings → Invoices → Pay Now) or via wire transfer using the details on the invoice. Once payment is confirmed, the site reactivates automatically.
- If you believe the suspension is in error, contact your Account Manager or the Partners team immediately to request a manual review.
- If you cannot pay through the portal (e.g., card update fails), ask your Account Manager to convert the invoice to a Stripe payment link.
- For wire transfer payments, reconciliation requires manual review by the Finance team and may take 2 to 3 business days from the transfer date. Share the proof of payment with your Account Manager to speed up the process.
How do I dispute a charge for a canceled hardware order?
Contact your Account Manager directly to request a refund. If the dispute relates to a player order that was shipped, the AM will assist with a return label and process the refund once the hardware is returned.
Why am I being charged extra? How does sub-account billing work for resellers?
Partner billing has two layers:
- Per-account billable count is calculated on the higher of device quota and registered devices , minus any demo licenses on that account.
- Your monthly invoice sums the per-account totals across all your customer accounts. The partner-site 10-screen minimum is then applied to this site-wide total. If your total across all customer accounts is below 10, you are billed for 10.
Worked examples at the per-account level:
- Account A: quota 10, 7 registered devices → billed for 10 (quota is higher).
- Account B: quota 10, 12 registered devices → billed for 12 (registered is higher).
- Account C: quota 10, 8 registered devices, 2 demo licenses → billed for 8 (max of quota and registered, minus demos).
- Account D: quota 0, 3 registered devices → billed for 3 (quota at 0 alone does not stop billing if devices are still registered).
Worked example at the partner-site level:
- If Accounts A, B, C, and D above are all the customer accounts you manage, your site total is 10 + 12 + 8 + 3 = 33 screens. This is above the 10-screen minimum, so the floor does not apply, and you are invoiced for 33 screens that month.
- If your only account on the partner site was Account C (8 screens), your site total would be 8. The 10-screen minimum kicks in, and you would be invoiced for 10 screens that month.
To keep billing aligned with actual usage:
- Adjust the device quota down when a customer reduces their screen count. Reductions take effect at the next renewal.
- If a customer has canceled, set the quota to 0 and request Support to delete the registered devices. Both steps are required to stop billing.
- Annual orders placed for an account do not automatically reduce the monthly billable quota. These are tracked separately.
When and why does Yodeck charge me? How do I dispute a charge?
Partners are billed monthly under a “Pay-As-You-Go” model. One consolidated invoice is issued on the 1st of each month covering all monthly accounts under your partner site. Annual and multi-year accounts are invoiced separately on their renewal dates.
Charges are triggered immediately for plan upgrades, device quota increases, add-on activations, and hardware orders. Downgrades, plan reductions, and device removals take effect at the next renewal with no mid-cycle credit.
To dispute a charge: email support@yodeck.com with the invoice number, amount, date, and account email. The billing team will review and, if a correction is warranted, issue an adjusted invoice or credit.
How do I request a corrected or reissued invoice (for a wrong address or amount)?
Invoices cannot be edited from the partner dashboard once issued. To request a correction:
- First, update your billing details in YConsole at Account Settings → Account Subscription → Billing Address so future invoices are correct.
- Then contact support@yodeck.com with the invoice number, the specific correction needed, and whether the invoice has been paid. The billing team will either edit the invoice (if unpaid) or void and reissue it.
For corrections on a partner order specifically, email partners@yodeck.com OR your AM before payment is processed so the invoice can be adjusted before final approval.
Why can’t I update my payment method, and how do I fix it?
Payment method updates are done from YConsole. If the update screen shows a blank pop-up or otherwise fails, raise a ticket with Support so the issue can be investigated and your card can be updated manually if needed.
Can I switch from card-on-file to invoice (wire transfer) payment?
Yes. Switching from card-on-file to invoice payment (or vice versa) requires Partner team involvement and is not a partner self-serve setting. Contact your Account Manager with the reason for the change (government or finance requirements, treasury policy, etc.). The team will update the billing method on your partner site so the next invoice is issued for manual payment instead of being auto-charged.
Need Help?
The Yodeck Support Team can help you out! Log in to your Yodeck account and send us a message from the bottom right corner!