Salesforce Billing Portal FAQ

FAQ Contents:

• Introducing the Billing Portal
• Logging into the Billing Portal
• Using the Billing Portal
• Payments and Invoice Management
• Billing Information and Contract Management
• Portal User Management

Introducing the Billing Portal

What is the new Billing Portal?

The Billing Portal is a self-service platform designed to help you manage your billing tasks more efficiently. It allows you to view and download invoices, make credit card payments, update billing information, and more - all in one place.

Why are we moving to a self-service model?

The self-service model empowers you to access and manage your billing information quickly and easily, without needing to wait for support. This change also aims to streamline billing processes and enhance your overall experience.

What tasks can I perform in the Billing Portal?

In the Billing Portal, you can:

• View Contracts
• View/Manage Billing Information such as billing contact, billing address, and credit card information
• View/Download Invoices
• Make credit card payments

How will the Billing Portal impact my daily workflow?

This transition to the Billing Portal is designed to make your workflow more efficient by giving you direct access to the tools you need to autonomously handle your billing tasks. The Portal is incredibly user-friendly and will reduce the time spent completing billing-related tasks.

Where can I find more information or training materials for the Billing Portal?

If you have specific questions or need support, you can use our Portal Agent, located in the Billing Portal. If you still have questions, you can contact our Customer Service Team.

Logging Into the Billing Portal

Where can I access the Billing Portal?

You can access the Billing Portal by clicking here. To login for the first time or as a returning user, refer to the Billing Portal Login Guide.

How do I log into the Billing Portal?

To log into the Billing Portal, you must have a Trailblazer Account. After you have created your Trailblazer Account, you can log in using your Trailblazer-registered email.

For a step-by-step guide on creating a Trailblazer Account and/or logging in, use our Login How-To Guide

I have a Trailblazer Account but when I try to login, I can’t access the Portal. Why is that?

If you have created your Trailblazer Account and still do not have access to the Billing Portal, it is most likely that you are not listed as a contact for the Contract you are desiring to access. To gain this access, please request an existing Portal user, who is likely an existing Salesforce billing contact, to add you as a Portal User via the Manage Users section in the Portal.

If you do not have access to the Billing Portal believe you should, please contact our Customer Service Team. 

I’m a Partner/Reseller and I can’t access the Portal, why is that?

At this time, the Billing Portal is not available to resellers and partners.

Using the Billing Portal

What if I have trouble using the Billing Portal?

To familiarize yourself with the Billing Portal’s capabilities (i.e., Invoice Management and Contract Management) please refer to our Portal Agent located in the Portal.

However, if you encounter any issues or need one-on-one support, you can always reach out to the Collector assigned to your account or our Customer Service Team.

Will I still be able to contact the support team for help?

Yes, the support team will still be available to assist you with complex inquiries or issues that cannot be resolved through the Portal. However, for routine billing tasks, we encourage you to use the Billing Portal.

What happens to my previous billing inquiries?

Previous billing inquiries submitted outside of the Billing Portal will be resolved by our Customer Service Team.

Payments and Invoice Management

How do I download invoices or manage payments?

To download invoices, login to the Billing Portal.  Once logged in, navigate to the Invoices section of the portal, where you will be able to download invoices. 

Why can’t I make a payment on an invoice that I know has an outstanding balance?

There are a number of criteria that determine whether or not an invoice can be paid in the Billing Portal. For invoices that qualify to be paid within the Portal, you will see a blue “Pay Now” button. If an invoice is not eligible for online payment, they will need to be paid in accordance with the payment instructions on the invoice. You can also view those instructions here.

How do I update a Purchase Order (PO) number in the Portal?

To update your PO number:

1. Navigate to the Invoices Tab
2. Click on the invoice that requires the PO number update
3. Click the Update Purchase Order button
4. In the pop-up window, click on the PO number field to edit it
5. Type in the new PO number, then click Save.
   1. To Download the updated PO, click Download (next to the Update Purchase Order button)

How do I download a signed quote?

To download a signed quote:

1. Navigate to the Invoices Tab
2. Click on the invoice you wish to download a signed quote for
3. In the Quote # column of the table, click on the quote number to download a copy of the signed quote

Am I allowed to make a payment if my account is suspended? What happens after I pay?

Yes, you can access the Billing Portal and still make invoice payments even if your account is suspended. 

Effective August 1, suspended accounts that pay their outstanding balances will be automatically un-suspended, without needing to request un-suspension from a support team.

What happens after I make a payment in the Billing Portal?

After you make a successful credit card payment on an invoice, you will see a Payment Confirmation page and you will receive an email confirmation of your payment. Please note that the invoice PDF does not reflect any payments made, as it is not a live document. You can refer to the Invoices Page in the Billing Portal to determine any remaining amounts due for payment. Please allow 24 hours for your invoice to be reflected as paid.

I paid an invoice in the Billing Portal, why is it still showing it is unpaid?

Please allow 24 hours for your invoice to be reflected as “Paid“ in the Billing Portal.

Billing Information and Contract Management

How do I update my billing information?

To update billing information, go to the "Contracts" section of the Billing Portal. 

Select the contract you want to update.  On the contract page, you'll find the tabs for managing the Billing Address, Billing Contact, and Credit Card (if applicable).

How long does it take for my changes in the Portal to take place?

Changes to billing information in the Portal take place immediately after you click “Save.”

Who is allowed to update billing information in the Portal?

All Portal users are able to view and update billing information. 

Can I disable Contract Auto-Renewal in the Portal?

Yes! Although we hate to see you go, as of November 14, 2025, you can now disable auto-renew for eligible contracts.

You can access this feature by:

1. Navigate to the Contracts page, where a list of active contracts will display.
2. On the far right side of the list, a column will show "Auto Renewal" and each contract will have a toggle:
   1. The toggle for each Contract will either display as blue (indicating Auto-Renew is eligible to be turned off) or as grey (indicating Auto-Renew is not eligible to be turned off).
   2. Underneath each Contract's toggle it will read as "Active" (meaning Auto-Renew is turned on) or "Inactive" (meaning Auto-Renew is turned off).
3. If a contract is eligible (i.e., toggle is blue), you can click the toggle to turn off auto-renew.

For a contract to be eligible to turn off auto-renew in the Portal (i.e, the toggle is blue), the date in which you turn off auto-renew must be within the following window:

• From: 90 days prior to your Contract End Date
• To: 7 days prior to your Contract End Date

If your contract is ineligible to turn off auto-renew in the Portal, please reach out to your AE for further support.

Why can’t I see all of my contracts and invoices in the Billing Portal?

The contracts and invoices you ‌see are dependent on if you are assigned as a billing contact on the contract. If you need access to a Contract you do not see, please request an existing Portal for that Contract user to add you as an additional contact using the Manage Users section in the Portal.

If there are contracts you are expecting to see but don’t, please reach out to Customer Service Team for help.

Why can’t I update my Billing Country?

While you can update your Billing Address in the Portal, you cannot change the country as this has tax implications. To update your Billing Address to another country, please contact our Customer Service Team.

Portal User Management

How is the Billing Portal access provisioned?

Access to the Billing Portal is based on the Billing Contacts listed on each contract.  To view or manage a contract in the portal, a user must be added as a Billing Contact on that specific contract.  Access is managed one contract at a time, so users need to be listed individually on each contract they should access. 

How do I add or remove users in the Billing Portal?

The Manage Users section of the Billing Portal lets you add new users and manage their access to specific contracts. 

To add a new user: 

1. Go to the Manage Users tab.
2. Click Add New User.
3. Enter the user's first name, last name, and email address.
4. Select the contracts the user should have access to.
5. Click Save.

To give an existing user access to contracts:

1. Find the user in the list.
2. Click Add to a Contract on their user panel.
3. Select the contracts to assign.
4. Click Add.

To remove a user from a contract

Individually:

1. Click the arrow next to Add to a Contract to expand the user's contract list.
2. Click Remove next to the contract you want to revoke.

In bulk:

1. Select Contracts using the checkboxes in the Select column.
2. Click Remove to revoke access.
3. Use the arrow next to Select to select or deselect all contracts at once.

Note: You cannot remove a user from contracts where they are the Primary Billing Contact or Credit Card Holder.  If you need to remove these users, please reach out to our Customer Service Team.