TICKET HX-1301

Unexpected $612 charge on this month's invoice

Status: Resolved Category: Billing Priority: P2 Customer: Renee Park (Cypress Group) Agent: Marcus Webb
Renee Park Customer 2024-04-03 11:48 UTC

I'm on Pro at $299/mo and just got an invoice for $911. Where is the extra $612 coming from?

Marcus Webb Helix Support 2024-04-03 12:09 UTC

Hi Renee — looking at your invoice now. The breakdown is: $299.00 base subscription + $612.00 in overage charges. Your plan includes 10,000 workflow runs/month and you used 71,200 last month — that's 61,200 over the included amount, billed at $0.01/run = $612.

Looking at usage history, your run count climbed sharply starting around March 18. Top contributor is workflow 'Lead enrichment v2' which is doing about 1500 runs/day.

Renee Park Customer 2024-04-03 12:16 UTC

Wait, $0.01 per run for overage? That's not on my contract.

Marcus Webb Helix Support 2024-04-03 12:24 UTC

Overage pricing for Pro is in the standard plan terms ($0.01 per run beyond included). It applies automatically unless your account has been set to block overages. I can show you the policy in our pricing page. I also see you got the standard 80% / 100% / 125% usage alert emails on March 22, 24, and 27 — they would have flagged this before billing.

For your immediate question: the charge is correct under the plan terms. But there's a few things worth discussing:

  • If 71K runs/month is your new normal, you'd save significantly by upgrading to Enterprise.
  • If 'Lead enrichment v2' is running more than necessary, we can look at why and reduce it.
  • I can apply a one-time 50% credit on this overage as a courtesy since this is the first time you've gone over.
Renee Park Customer 2024-04-03 12:31 UTC

Ok, I think I missed those emails — they probably went to my filtered folder. Yes please apply the credit. And let's talk about why the workflow is firing so much, that doesn't seem right.

Marcus Webb Helix Support 2024-04-03 13:02 UTC

Credit of $306 applied. New balance is $605. Looking at the workflow: it's triggered by a webhook from your CRM and it's running 50x more than your other lead workflows. Could be a tight retry loop on the CRM side, or a duplicate webhook subscription. I'd recommend checking your CRM webhook configuration for duplicates and that retries on success are disabled.

Renee Park Customer 2024-04-03 14:30 UTC

Found it — duplicate webhook firing because we re-pointed the CRM at Helix and didn't remove the old subscription. Fixed. Thanks for the credit and the help finding the root cause.

RESOLUTION

Customer's invoice included $612 overage charge for exceeding 10,000 included runs by 61,200 ($0.01/run). Root cause was a duplicate webhook subscription in customer's CRM causing 'Lead enrichment v2' to fire 50x normal volume. Customer fixed the duplicate subscription. Agent applied 50% goodwill credit ($306). Customer was unaware of pricing because automated usage alerts at 80/100/125% were filtered to a folder.