Skip to content
  • There are no suggestions because the search field is empty.

Why was I charged?

Understanding common unexpected charges and how to prevent them.

If you have an unexpected charge, it’s likely that your account had an annual renewal, seat overage, or automatic recertification that required additional payment. 

Immediate Actions

  1. Check your billing dashboard for recent charges and seat usage
  2. Review automatic recertification settings (commonly causes unexpected charges)
  3. Email billing@easyllama.com with your account details if unclear or if your situation is not covered here.

Common Reasons & Solutions

1. The Annual Subscription renewed

EasyLlama is a subscription based platform. You should know that:

  • All accounts have automatic, annually renewing subscriptions unless you have a multi-year contract or made explicit arrangements otherwise.
  • We do not offer one time, or pay as you go services.
  • Subscriptions will be renewed unless canceled 60 days prior to renewal date.
To cancel:
  1. Log in to the Dashboard.
  2. Go to Settings > Billing & Subscription
  3. Note the Renewal Date (must cancel 60+ days before this)
  4. Email billing@easyllama.com with cancellation request, including the reason and the date the cancellation should be effective.
  5. Request confirmation receipt of cancellation.
Relevant Articles:

2. There was a seat-use overage, and Post-Pay covered the upgrade

Post-Pay allows you to continue to assign training when seats are exceeded. Overages are most commonly due to:

  • Seat overages: Adding more learners than your plan includes triggers Post-Pay charges.
  • Automatic recertification: System assigning renewal courses uses additional seats.
Manage Post-Pay Overage Charges

Click here more information about post pay: What is Post-Pay, and how does it work?

Try this if: You were charged for extra seats beyond the subscription

  1. Check Settings > Billing & Subscription for Seats Used vs. Seats Subscribed
  2. If you exceeded seats:
    • Reduce active learners to match your subscription
    • Or upgrade subscription to prevent future overages
  3. To disable automatic seat upgrades:
    • Contact billing@easyllama.com to discuss fixed-seat options
    • Monitor seat usage monthly to stay within limits

NOTE: Post-Pay upgrades happen automatically when the seat limit is exceeded.

3. There was an overage due to Automatic Recertification, and Post Pay covered the upgrade

Update Automatic Recertification Settings

Automatic recertification is on by default, and automatically assigns and sends out Recertification courses based on the Frequency settings. If there were not enough seats to cover the recertification training, Post-Pay covers the additional seats.

To disable automatic recertification settings:

  1. Go to Settings > Recertification Settings.
  2. In the top right corner, slide the Auto-assign trainings to learners on their recertification date OFF.
  3. Changes will be saved automatically.
Relevant Articles:

How to Prevent Surprises

  • Mark renewal dates in your calendar with 90-day advance reminder
  • Monitor seat usage monthly in your billing dashboard
  • Review recertification settings quarterly to ensure expected behavior
  • Maintain accurate learner lists by removing departed employees promptly

When to Get Help

Contact billing@easyllama.com if:

  • You cancelled but were still charged
  • The charge amount doesn't match your rate agreement
  • You need to dispute a charge
  • You want to change from Post-Pay to fixed seating

What to tell billing:

  • Account name and primary email
  • Charge amount and date
  • Screenshot of billing dashboard
  • What you believe the issue is

Llama Fact: Llamas have a predictable annual shearing schedule—much like subscription renewals. Miss the timing, and you'll have a woolly situation!