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Invoice FAQ
Updated over a month ago

🥳 New billing system is here! This comes with several big improvements, including more transparency and better insight into your charges.

11/07/2024 - you should have received an email indicating that your invoice is now available.

11/01/2024 - Access to the former Bill & Pay system will be deactivated.

10/24/2024 - All billing contacts in Yardstik received an invitation to set up an account in our new billing system.


If you have any questions please reach out to [email protected] for support!


Invoices in the customer billing portal

My invoice looks different!

Yes, with the new invoices starting with October 2024 services, you will receive a summary invoice that includes the product description, price, quantity, and extended total of each screening type.

Pass-through fees will be displayed separately from other products on your invoice.

The invoices do not include some of items you may have been accustomed with other providers invoices, specifically a candidate name. This piece has been removed in order to protect your candidate's personal information. Candidate specific data will be summarized on your customer billing portal by Report ID

Ultimately, you are getting more visibility into the screens comprising your report for each candidate, compiled under the Report ID.

How is the detailed invoice different?

  • The package name is more descriptive and matches the package name that you select for the candidate background check report.

  • The Jurisdiction related to the charge type is a new addition, although similar to the Account Package naming in the old invoice details.

  • Questions on what the charge types are? Read about it here

New

Old

How can I associate these fees to a specific candidate?

Since the invoices issued from the new customer billing portal no longer include a name for privacy reasons, a Report ID associated with each candidate is included.

Copy the Report ID from your invoice and paste it at the end of this URL: https://app.yardstik.com/report/reportIDhere

What are the charge types listed?

Yardstik Charge Type

Description

Screening Packages

Charges for Products/Screens that are included in the Candidate Report Package

Search Fees

Charges incurred on a Candidate Report Package if a “hit” occurs on a county search

Monitors

Charges for Continuous Monitoring on criminal and or traffic offenses run on Workers in the month

Fees (sometimes called surcharges) incurred by counties, states, DMVs and institutions to retrieve records or verifications. These fees are strictly pass through and not marked up.

Pass Through Type

Description

Charges incurred to retrieve County Criminal, Statewide Criminal and County Civil records

Charges incurred to retrieve Instant Driving Records from the State DMV

Charges incurred to retrieve Employment Verifications

Edu Verification Search

Charges incurred to retrieve Education Verifications

When am I charged for a candidate report?

The cost for a candidate background check is incurred once the candidate has entered their personal information (PII) and the report has a status of Pending, Processing, Queued, or Approved to Process.

Occasionally you may be charged for a Canceled report. Again, it is only if the candidate has submitted their personal information, which may include their current address, SSN, DL, DOB, or zip code.

You will receive a monthly invoice listing candidate report ID, the package cost, and any additional fees if incurred.

What are the pass through fees on my invoice?

These fees can vary depending on the candidate and they currently live or have lived, and the extent of screening type that you ordered for the candidate.

Invoice Payment questions

How do I pay my invoice?

You can use the Pay Now button from the invoice you received the first week of the month. Search your Inbox for emails from [email protected] for your most recent invoice.

Or, you can set up a new payment method in the customer billing portal to ensure your invoices are paid on time.

If you had a payment method set up in the former Bill and Pay system, it will not carry over.

How do I pay my overdue invoice?

If you have an overdue invoice from the former Bill and Pay system, not to worry.

Any open or overdue invoices as of 10/24/2024 have been imported in to the new customer billing system and you can pay the balance there.

Make sure you have a payment method set up!

I paid my overdue invoice in the other billing system

First of all, thank you!

Second, we will be notified of your payment and have to manually apply it to the balance in the Customer Billing Portal. This will take 24-48 hours but please reach out to us if you do not see the payment applied after 5 business days.

I’m not receiving the invoice emails

Make sure to add [email protected] to your contacts list. Also see other reasons why you might not be receiving email.



Transition to Customer Billing Portal Ordway

We are so excited to have you see this new and and more expansive billing portal!

As you receive emails to set up your Yardstik billing account or other notifications in preparation for the move to this new portal, you might have some questions.

I received an email about a new billing system. Is it valid?

Yes! Yardstik is moving to a new customer billing portal for your October 2024 invoices.

The former Bill and Pay system will no longer be used and payments will not be accepted via that system.

Here are the first few things you need to do:

  1. Register your new Customer Billing Portal to receive invoice notification the first week of November and beyond

  2. Set up your payment method to pay your invoice

  3. Take a look at the all the new features available to you

My registration link isn't working

No problem, we can send you a new one that is valid for another 72 hours. Please message our support team using the purple chat icon at the bottom of this screen.

I have an invalid email or password

If you are signing in for the first time, it may be that are not creating a new password or the email address entered does not match your billing contact.

I need to change my billing contact

You can update the billing contact(s) in the Yardstik platform under My Account Contact Info, Billing Contact. Our billing department will be notified as soon as you add or remove email addresses and the Customer Billing Portal will be updated with that email address for login.

Invoice notifications are sent and customer billing portal access is given based on the emails listed in the Yardstik platform My Account Contact Info, Billing Contact section.

  • If you remove an email address, that person will also have their billing portal access and notifications removed as well.

  • If you have more than one email address, make sure to separate each by a comma.

Or, you can send us a chat message or email [email protected] with your request.

I need access to the billing system only

We can do that! Send us a chat message or email [email protected] with your request. Include your full name, email address, and your position within your organization.

What happens if I don't register for the new customer billing portal?

You can still pay your invoice via the Pay Now button from the invoice email.

However, the benefits of registering for the new customer billing portal are HUGE!

I have multiple accounts. Are they all in the customer billing portal?

Yes! If you have multiple billing entities and/or separate billing contacts for an entity, you can use the drop-down menu in the upper right of the screen to view invoice details for each account.

Can I use the SSO login?

This is not an option at this time.

Will I still receive an emailed invoice?

Yes! Invoices in a summary format will continue to be emailed out every month to your contacts on file. You will need to log in to the customer billing portal to view your detailed usage.

Why do I have an Account Balance different than my Invoice amount?

It's likely that you had an overdue invoice from September 2024 or prior that was imported into the new customer billing portal.

Because only the balance was imported (not usage details), it will be a very generic-looking invoice. If you need to have supporting details, email [email protected] to request, or you can log in to Bill and Pay and view details there.

I can't access the old Bill and Pay system!

On 11/01/2024, the Bill and Pay system will be deactivated and you may receive this message if trying to log in:

Don't worry though! You can view all future invoices and any overdue balances in the new billing portal.

If you need to have supporting details from an old invoice that you can no longer access, email [email protected] to request. Please specify the invoice number(s) if possible to assist with a timely response.


If you have any questions, please message our support team directly using the purple chat icon in the bottom corner of this screen.

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