We’re in the process of updating our billing processes to align with industry best practices. This update replaces the previous credit system to provide greater transparency around contract start and end dates, licence counts, and proration. You’ll always know where your subscription is at without any credit surprises.
During the transition period, you will be invoiced from Total Synergy's Rillet Account (effective 1 May 2026 we moved from Xero to Rillet ERP) for any licences above your original contract, and the beginning of the following month pro-rated for the remainder of your subscription term. Please refer to your signed order form and associated Subscription Agreement (located at https://totalsynergy.com/subscription-agreement/) for your contract dates and terms rather than credit value and associated invoices in Synergy.
Example:
Your current contract is for 20 users, running from 1 November 2025 to 31 October 2026. If you add 5 users on 15 May 2026, you will be invoiced in June for those 5 users, pro-rated for 5.5 months (15 May 2026 to 31 October 2026). 25 users will then become your new minimum.
Thanks for your patience while we transition to new billing processes. If you have any questions, email subscriptions@totalsynergy.com.