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A unified partner billing experience

ConnectWise is constantly working to deliver a better partner experience at every interaction. This effort, along with our ongoing integration with Continuum, we are unifying our back-end tools and processes to develop a more seamless billing experience. Below you’ll find information, questions and answers that will help you, our partner, navigate these changes.

Have a question not listed here? Contact billing@connectwise.com

Invoicing & billing cycles

Will I receive a combined invoice for my ConnectWise, Continuum, BrightGauge and/or R1Soft products?

Yes, Beginning November 2020, you will receive a combined invoice with billing details for all of your legacy ConnectWise and Continuum and R1Soft products and subscriptions. BrightGauge invoices will continue to be delivered separately with no changes.

Charge details have been added to each line item to provide more information around your purchases and subscriptions. Changes include service period information, extension price, tax and total cost, all at the product level.

Your invoices will now be issued on the 2nd of every month. Each invoice will include the previous month’s charges for usage-based billing and the current month’s charges for recurring products. For example, you will receive an invoice on November 2nd with charges for October usage products and November recurring products. If you have questions regarding this change you can reach out to our billing team for further details.

We have removed the previous transaction page as part of the streamlined invoice effort. Details will be visible in the ePay portal and partners can request a comprehensive statement, as needed.

Payment options

Where can I check my current payment methods?

As ConnectWise invoices appear in your Payment Portal (ePay), electronic payments can be easily processed in real- time, helping you to stay on top of billing due dates. In addition to full payments, the Payment Portal gives you the flexibility to make partial payments to invoices and prepay for future services.

If you pay via check, ACH, or wire, the information you need to remit payment may have changed. We strongly recommend that you check the "Payment Options" section on your November 2 invoice for more information.

The ConnectWise Payment Portal has several payment options that allow flexibility in how you pay your invoices. You can address multiple invoices at once, making it easy for you to pay for current invoices and prepay for future services at the same time.

The Wallet screen creates a secure, flexible and fast way to store various forms of payment in the ConnectWise® Payment Portal so that you can easily pay invoices. From here, you can view and update details regarding all forms of payments used on your account.

To pay by credit card in ePay:

  1. Click the Add New Entry button.
  2. In the flyout, click the Credit Card button. Debit cards are also accepted but are processed as credit cards.
  3. Enter the card number, expiration date, first and last name.
  4. You can select the Default Credit Card checkbox to make this credit card your default. This is optional. The default credit card will appear at the top of the list of payment forms.
  5. Select the country from the drop-down and enter billing information associated with the form of payment. All required fields are marked with a red asterisk.
  6. Click Save. Your new credit card will appear in the payment forms list.

Yes, however, the option to pay via ACH or EFT is dependent on the country. We strongly recommend that you check the "Payment Options" section on your November 2 invoice for more information.

ACH stands for Automated Clearing House, which is a network that coordinates electronic payments and automated money transfers. ACH is a way to move money between banks without using paper checks, wire transfers, credit card networks, or cash. 

The Wallet screen creates a secure, flexible and fast way to store various forms of payment in the ConnectWise® Payment Portal so that you can easily pay invoices. From here, you can view and update details regarding all forms of payments used on your account.

To pay by e-check in ePay:

  1. Click the Add New Entry button.
  2. Enter account information into the Payment Information section.
  3. Select a country from the country drop-down and enter your address and email in the Billing Information section. Only accounts located in United States or Canada will be accepted. All required fields are marked with a red asterisk.
  4. Click Save.

Yes, however the option to pay by check is dependent on the country. We strongly recommend that you check the "Payment Options" section on your November 2 invoice for more information

Following the ePay integration, PayPal will no longer be a supported payment option. Once you receive your ePay credentials, you will see and be able to select payment method alternatives through the portal.

ePay portal

Beginning in October 2020, we will migrate the Continuum Accounting Portal to ePay. By mid-October you will receive an email from billing@connectwise.com with the subject line “New ConnectWise Payment Portal Account Ready for Activation” that includes a registration link and log-in/setup details. In this transition, the accuracy and security of your information is our main priority.

Payment processing will be cut off as of Friday, October 9, 2020 and will once again be available on Monday, October 19, 2020 through the new ePay platform. October 9 will be the last time you can make a payment through the Continuum Accounting Portal. Any bill runs or invoicing during this window will be impacted and will be processed following the migration.

The actual portal will direct to ePay starting on 10/9, but partners will experience a downtime from October 11-13.

If you have an existing ePay account for your ConnectWise products, your Continuum billings will be ported over into your current ePay account if within the same legal entity. Please note that international partners may have multiple ePay accounts in different portals (URLs) if billings are in multiple legal entities. Legacy Continuum partners are encouraged to review our ePay documentation here. Please contact billing@connectwise.com if you have any questions.

Sales tax

Why are you starting to charge sales tax now?

Starting in October 2020, your invoices will include the applicable sales tax. Even though our invoices haven’t included sales tax to date, you have always been responsible for the payment of use tax on these purchases. States expect you to pay your use tax on untaxed purchases on a voluntary basis. ConnectWise is now going to collect sales tax to prevent you from having to self-remit it to the state.

If you purchase products from an out-of-state vendor and that vendor does not collect sales tax, you must pay use tax to your state. Use tax is on the honor system; however, the state can hold you liable for payment of any tax due, even if the vendor doesn’t collect it from you.

The general sales tax rate varies by state and even by counties. You can use a free tool such as Avalara Sales Tax to help you determine the tax rate that will be applied to your invoice.

Products and services subject to tax will vary on a state-by-state basis. States have websites that provide access to the laws and regulations in their state. Links to the states’ department of revenue websites are located at: TaxAdmin.org/State-Tax-Agencies. If you have a question regarding the taxability of a specific product you are purchasing please feel free to send them to SalesTax@ConnectWise.com.

If you are using a product for your own business, you should be paying sales or use tax. If you are reselling a product to your customers, you do not need to pay sales tax or use tax if you submit a valid resale certificate. We will NOT be charging sales tax on ConnectWise Automate agents, antivirus solutions, backup software, as well as most Continuum products, if you submit a valid resale certificate to SalesTax@ConnectWise.com. We’ve tried to make the submission process as easy as possible; therefore, you should also have received an email from Avalara with a link which allows you to easily upload your certificate to our tax portal.

Generally speaking, you may be exempt from tax if you are a government or non-profit organization. You must submit the appropriate documentation to support your tax-exempt status through the Avalara link received by email.

Furthermore, if you are a customer who is reselling the products you are purchasing from us, you may provide us with a resale certificate to avoid paying tax on those products. To qualify for this exemption, you must submit a valid resale certificate. Customers should have received an e-mail from Avalara with a link that allows the resale or any other applicable exemption certificates to be easily uploaded. If you do not receive an e-mail, you can contact Avalara support (206)826-2252 for assistance.

A resale certificate is an attestation from you (the Partner) that you are indeed reselling the products you are purchasing from us.  By providing us with a signed resale certificate, we are not required to charge you any tax on the products that are purchased from us and then resold. 

If your business is registered in your state for sales tax, a resale certificate can be used as a sales tax exemption for goods and services you resell. A business cannot use a resale certificate for a sales tax exemption on goods and services that they will use for themselves. Most Partners use products such as ConnectWise Manage and ConnectWise Sell and Control for their own business; therefore, they are subject to sales tax.

If your business is registered in your state for sales tax, a resale certificate can be used as a sales tax exemption for goods and services you resell. A business cannot use a resale certificate for a sales tax exemption on goods and services that they will use for themselves. Most Partners use products such as ConnectWise Manage and ConnectWise Sell and Control for their own business; therefore, they are subject to sales tax.