To ensure the security and efficiency of service, this channel is exclusive for Company demands. We cannot act on individual employee accounts through third parties.
How can we help you? We explain the scenario and provide the exact step-by-step instructions or ready-made communications for you to share with your employees.
How does the employee resolve the issue? Through our Member Help Center. This is always the quickest and most effective way for individual issues. If the employee has already been in contact, we will return as soon as possible.
The employee is charged via payroll deduction when selecting this method during subscription through the app. Furthermore, the deducted amount may vary due to plan upgrades, renewals, or actions performed after the company's billing date. Check the main reasons that generate these charges in detail:
Payment cycle
The payment cycle is the time interval between closing one invoice and the due date of the next. Put simply: it is the rhythm with which you will be charged for the contracted service or the period you have to pay for what you consumed.
The due date for the employee's payroll invoice varies according to the activation date of that employee's individual plan until the next payment date.
The employee may be charged a little more depending on the date they subscribe to the benefit. But this charge only happens in the first month because it reflects the previous month, after which future invoices are aligned.
📌 Practical example:
Considering that the plan charge date is the 1st of each month:
- 1–31 May: The employee uses the Wellhub plan.
- 15 May: You change your payment method from payroll deduction to a new one.
- 1 June: On your charge date, your new payment method is charged for the June plan (referring to 1–30 June).
- 15 June (Payday): You see a deduction on your payslip. This is the payment for the plan you used in May (referring to 1–31 May).
In this scenario, the employee will see two charges in June, but they refer to different months of subscription (May and June). From July onwards, the charge will only occur via the new payment method, always on the 1st.
💡 It is important to know that an apparently overlapping charge may occur in the month that the employee changes their payment method (moving from payroll deduction to another method). This happens because the payroll deduction reflects the use from the previous month, while the new payment methods charge for the current month.
Plan upgrades
If the employee performs a plan upgrade during the cycle, meaning they switched to a higher value plan, the charged amount will be different than usual. They will pay a proportional amount, referring to the days of using the superior plan, added to the renewal value of the new chosen plan.
📌 Practical example:
- The current plan costs £55.90 per month, and the charge date is the 1st.
- An upgrade to the £129.90 plan is made on the 16th.
- Since £55.90 was already paid on the 1st, but only 15 days of this plan were used, the amount to be paid for the new plan charge is reduced based on the unused days.
- On the day of the upgrade (16th), the charge will be £101.04. In this example, future charges will always be on the 16th, and at the full plan value of £129.90.
Actions after the Billing Date
New subscriptions or upgrades made after the company's billing date will not appear in the current month's file, being accumulated for the following cycle. That is, if the employee cancels or pauses the plan after the billing date, the full value will still be reflected in the current month's deduction file, with the adjustment or interruption of the charge only taking effect in the next cycle.
To see what you are being charged, follow the instructions below:
- Access the Wellhub for Companies portal and go to the Billing tab.
- Click the arrow next to the desired invoice and select View details.