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FAQ: Digital Wallet Billing and Account Discrepancies
Understand the discrepancies that can occur between Digital Wallet data and official account and billing documentation.
Why do my Digital Wallet numbers differ from my monthly account summary or invoice?
It’s expected to see differences between your official invoices and Digital Wallet data. Digital Wallet and your monthly account summary serve different purposes and operate on different timelines.
| What’s Different? | Digital Wallet | Monthly Billing Statement |
|---|---|---|
| Purpose | Near-real-time consumption monitoring | Official billing record |
| Refresh rate | Multiple times per day | Once per billing cycle |
| Adjustments | Doesn’t immediately reflect credit adjustments, refunds, or corrections | Includes all finalized adjustments |
| Time boundary | Cumulative from contract start date | Scoped to one billing period |
Key guidance:
- Use Digital Wallet for daily trend monitoring, overage early-warning, and usage attribution.
- Use your billing statement/invoice as the authoritative record for payments and financial planning.
- Minor discrepancies (typically due to rounding, in-flight processing, or adjustment timing) are normal.
For more information:
My contract end date in Digital Wallet doesn't match my order form
Digital Wallet displays the contract term dates from the Salesforce billing system. Occasionally, these dates don’t align with what appears on your signed order form due to:
- Processing delays—contract amendments or renewals can take time to sync into Digital Wallet.
- Billing system alignment—the billing engine can use slightly different effective dates than the order form (billing period start vs. contract signature date).
- Multi-contract pooling—if credits are pooled across contracts, the displayed dates reflect the pooling window, not individual contract terms.
If you notice a significant date mismatch, contact your Account Executive or Salesforce Customer Support to investigate the contract-to-entitlement mapping.
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