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:

• Your Account – For customers with a Salesforce license and the Managed Billing permission.
• Billing Portal –  For customers without a Salesforce license who still need billing access.

FAQ:

Q: How does the Salesforce renewal process work?
A: 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 Account under Manage Renewals. This section shows your contract end date, renewal type, and any applicable deadlines.

Q: When and how can I make changes to my renewal?
A: 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?
A: 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 Your Account or the Billing Portal.
2. Go to Billing Contact.
3. Confirm that the name and email address are correct.
4. If needed, update to the person who should receive renewal notices and invoices.

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 payment terms?
A: Your payment terms outline how often Salesforce bills you and when those payments are due. This can be monthly, quarterly, annually, or in some cases, tied to specific milestones.

To view your payment terms:

• Billing Portal – Use the Portal Agent to view your payment schedule and terms.
• Your Account – Open Contract Details and check Billing Frequency.

Understanding your payment terms allows you to plan cash flow, get necessary budget approvals, and avoid late payments that could cause service delays.

Q: How do I update billing information?
A: Accurate billing details ensure your renewal notices and invoices are sent to the right person. You can confirm this information in either Your Account or 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?
A: Invoices are available in both Your Account and the Billing Portal, making it easy to share them with your finance team and know when you’re going to be billed.

Your Account:

1. Log in.
2. Navigate to Billing → View/Download Invoices.
3. Select the invoice you need.
4. Click Download to save it.

Billing Portal:

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?
A: If you pay by credit card, keeping your payment information updated prevents failed transactions and service interruptions. Credit card information can be updated as follows:

Billing Portal - Check out this article for instructions.

Your Account - The following instructions will walk you through the process:

1. Log in to Your Account.
2. Go to Contracts.
3. Choose the contract that you’d like to change credit card information for and click “edit” next to the credit card information under Payment Method.

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

Q: Can I shorten my contract term?
A: Yes. You can request a shorter contract term during the 90-day renewal window. However, shorter terms often mean more frequent negotiations and less price stability.

Longer terms can:

• Reduce administrative overhead
• Lock in favorable pricing
• Provide more predictable budgeting
• Increase the likelihood of contract renewal rates

Before making this change, discuss the pros and cons with your Salesforce account team. You can also navigate to My Account for additional information.

Q: I can’t access “Your Account.” What should I do?
A: Access requires:

• A Salesforce license
• The Managed Billing permission

If you can’t log in and access Your Account, contact your Salesforce admin to request permission. If you don’t have a license, you may still be able to use the Billing Portal for certain functions.

Q: How do I activate my Tableau license?
A: To activate:

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.