Salesforce Renewal FAQ

Overview:

Your Salesforce contract ensures uninterrupted access to the platform, tools, and guidance that help you achieve your business goals. Renewals are an important milestone for maintaining that continuity.

This FAQ explains:

• How the renewal process works
• When and how you can make changes
• How to view and update account information
• How to manage billing and payment details

Renewals can be managed through Billing Portal.

FAQ:

Q: How does the Salesforce renewal process work?
Your renewal process depends on whether your contract is set to auto-renew or manual renew (non auto-renew):

• Auto-renew contracts — Renew automatically for the same term and services. No action is required unless you want to make changes. If you choose to adjust your contract, you must submit your request before the renewal deadline .
• Non auto-renew contracts — Require your action to continue service. You must review and sign a new quote before the contract end date; otherwise, your Salesforce services will end.

Knowing which renewal type you have is critical. If you assume you’re on auto-renew but you’re not, you risk service interruptions. Likewise, if you want to make changes, waiting until after the deadline may lock you into terms you no longer want.

You can check your renewal type in your Billing Portal under Contracts. This section shows your contract start and end dates, renewal type, and Payment Terms and Methods.

Q: When and how can I make changes to my renewal?
The renewal window for your contract begins 90 days before the Contract End Date. This is the earliest point at which you can make changes, and it’s also the cutoff for some adjustments. Check out this article for additional information. 

During this window, you can:

• Confirm your renewal as-is
• Add or remove Salesforce products
• Adjust your contract term
• Choose not to renew

Even if you’re on auto-renew, you’re not locked in forever—you can still renegotiate or make changes, but those requests must be submitted before the 90-day deadline. This lead time allows Salesforce to process your request, update agreements, and ensure a smooth transition into your next contract term.

Example: If your contract end date is September 30, you’ll be able to make changes starting July 2. Requests made after July 2 but before September 30 can still be processed, but any request made the 30 days before Contract End Date may be too late for adjustments.

Q: I didn’t receive my renewal notification email—what should I do?
Renewal notices are sent to the Billing Contact on your Contract. If that contact information is outdated (such as a former employee’s email) the notice may never reach you.

Steps to resolve:

1. Log in to the Billing Portal.
2. Go to Manage Users.
3. Confirm that the proper name and email address are assigned to the appropriate Contracts.
4. If needed, add a New User or add an existing user to a specific Contract.

Once updated, future notifications will go to the correct contact. This is important not only for renewals but also for receiving important billing and account updates.

Q: How can I see my billing frequency and payment terms?

Your billing frequency outlines how often Salesforce bills you, which can be monthly, quarterly, annually, or in some cases, tied to specific milestones. 

Payment terms dictate when those payments are due, e.g., Net 30, which indicates payment is due 30 days after receiving your invoice.

To view your billing and payment details, log in to the Billing Portal > navigate to the Contracts page to view your payment schedule and terms for active Contracts.

Q: How do I update billing information?
Accurate billing details ensure your renewal notices and invoices are sent to the right person. You can confirm this information in the Billing Portal.

You can update:

• Billing Contact – The designated person to receive billing communications.
• Billing Address – The address shown on invoices (important for tax and compliance).

These updates can be made at any time and take effect immediately for future transactions. Keeping them current avoids delays and miscommunication, especially close to your renewal date.

Q: How do I download invoices?
Invoices are available directly in the Billing Portal, making it easy to share them with your finance team and know when you’re going to be billed.

1. Log in.
2. Select Invoices from the menu.
3. Choose and download the file.

Downloading invoices ensures you always have documentation for audits, expense reports, or budget forecasting.

Q: How do I update my credit card on file?
If you pay by credit card, keeping your payment information updated prevents failed transactions and service interruptions. Credit card information can be updated by navigating directly to the Contracts tab.

This update applies immediately for all upcoming charges, including renewals.

Q: Can I shorten my contract term?
Our standard contract term is 12 months. Contract terms shorter than 12 months require special approval and may not be available in all circumstances.

If you’re interested in a shorter term, please contact your Renewal Manager to discuss your needs and the options available for your renewal.

Q: Can I find out who is my AE and Billing Collector assigned to my Contract(s)?
If you click on the Salesforce Contacts Tab at the top of the Portal, you will find a section for both your Billing Collector and your AE. If there is not an assigned Billing Collector, your region's billing support email will be displayed. 

Q: How do I activate my Tableau license?
To activate your Tableau License, perform the following:

1. Log in to the Tableau Customer Portal.
2. Follow the instructions provided in the activation guide.

This process is quick, typically just a few minutes and enables your Tableau features immediately.