Billing FAQ

Frequently Asked Questions

Q: Do I still pay AWS/GCP/Azure directly?

A: No. Once connected, Pump handles your cloud billing. You pay Pump, and Pump pays your cloud provider.

Q: I got 2 bills, one from AWS and one from Pump. What do I do?

A: If you joined Pump in the middle of the month, you will get two bills. One bill will be from AWS (the time from the start of the month to right before you joined Pump), and one bill will be after you joined Pump, and we will invoice that on https://app.pump.co/invoices. This is because when you joined Pump, we started incurring your charges. From now on, starting next month, you will only receive a bill from Pump. If you have any further questions, please reach out to [e-mail].

Q: Will I see my existing Reserved Instances or Savings Plans on my invoice?

A: Yes. Existing commitments carry over. Pump optimizes around them and reflects their savings on your invoice.

Q: What happens if I miss a payment?

A: Reach out to the Pump team as soon as possible. Pump continues paying your cloud provider on your behalf, so timely payment is important to maintain uninterrupted service. Interest is charged on late bills at a rate of 1.5% monthly.

Pump also offers financing options through our partners Gynger and Capchase. Please contact [e-mail] for more information.

Q: Can I get a receipt for each payment?

A: Yes. Invoices and receipts are available in Settings > Billing.

Q: When do you post invoices?

A: We post invoices usually between the 3rd and 5th of every month. It can be found here: https://app.pump.co/invoices. If you have any further questions, please reach out to [e-mail].

Q: Is there a way I can verify that my invoice is correct?

A: There are several ways you can check if the invoice on the invoices tab is the correct number. You have access to cost explorer and can look on the Pump Dashboard or on Cost Explorer and verify accordingly. If you have any further billing-related questions, please reach out to [e-mail].

Q: My invoice doesn't have GST on it?

A: For customers using Amazon Web Services India Private Limited (AWS India), paying GST is required. If you are an Indian-company and have an invoice that doesn't have GST, please be sure to email [e-mail] to add the GST. Soon, we are adding a feature to be self serve, but at the moment, you will need to reach out.

Q: I have AWS credits, and I still received an email saying my invoice is unpaid

A: If you go to the credits page of our app, you should be able to see how many AWS credits you have. If you believe this number is inaccurate or you cannot load the page (this means that you have $0 in credits), then please reach out to the salesperson you onboarded with, and they can resolve the issue shortly. If you self-onboarded, please reach out to [e-mail].

Q: We have a pop-up saying we have unpaid invoices, but we’re supposed to have connected our bank. Is there something missing?

A: There are a few scenarios that could apply here.

1. The first scenario is simply that you are in the interim period between when we post your monthly invoice (3rd or 4th of each month) and when we trigger the charge, between 24-48 hours afterwards. This period has been created to allow you time to review your invoice before autopay charges you. If this is the case, and only the current, monthly invoice is listed as unpaid in your invoices tab of the Pump dashboard (https://app.pump.co/invoices), then no action needs to be taken on your part.

2. The second scenario is that you had unpaid invoices existing at the time when you connected your bank. If that is the case, then you can reach out to [[e-mail]](mailto:[e-mail]) to alert us of the change. This will also protect you from going to collections.

3. The third scenario is that there is a problem with the bank connection. Please double check to ensure that all details have been inputted correctly (https://app.pump.co/invoices), and reach out to [[e-mail]](mailto:[e-mail]) for assistance.

Q: What if I see errors or have questions about my invoice?

A: Please contact [e-mail] for any questions relating to invoices. Interest is charged on late bills at a rate of 1.5% monthly