After a license upgrade by bank transfer: new users only after payment has been received

If you increase the number of your TimeStatement licenses and pay by bank transfer, you may temporarily not be able to add new users yet. This article explains why and what you can do.

When does this happen?

This typically happens when you:

• extend your subscription with additional user seats (e.g., from 5 to 6 users),
• choose to pay by bank transfer, and
• then try to create a new user before the payment has been received and activated by our payment partner.

The license overview under "Management" > "License" may still show the previous number of users until activation takes place.

What to expect

TimeStatement handles online purchases and license changes via cleverbridge. How long it takes until additional licenses are activated depends on the payment method:

• Credit card: The card can usually be charged immediately. The license is therefore usually activated in real time – new user seats are typically available right after the purchase.
• Bank transfer: cleverbridge only activates the additional licenses once payment has been received. Processing a bank transfer can take up to about 48 hours. Only then are the new user seats available in TimeStatement.

What to do if it's urgent?

If you need the additional user seats right away and paid by bank transfer, please send us an email at support@timestatement.com. This allows us to process your request faster because the required payment and order details are available in writing.

In urgent cases, the license can be extended or activated manually for a limited time until cleverbridge has confirmed receipt of the payment.

Ideally, please include the following in your email:

• your company and account details in TimeStatement,
• details of the order or bank transfer (if available),
• the new number of users you need.

Checking and adjusting your license

You can see current licenses and user quotas under:

1. Open the "Management" tab.
2. Select "License".
3. Check the number of licensed and active users and the status of your subscription.

For more information on license models, upgrades and payment, see the article TimeStatement licenses: selection, management and adjustment.