Billing Lifecycle & Support
This page explains the customer-facing billing and access workflow for reseller customers. Commercial terms are custom and apply only after the customer accepts the applicable quote, order, or addendum and completes billing setup.
The 14-day direct trial and 30-day reseller beta do not start billing automatically. Synalux contacts the account owner before any move to paid service.
What customers receive
The accepted commercial document identifies the services, billing period, and amounts. The customer receives invoices and payment notices through the billing contact recorded for their account.
Do not estimate a price from a demo, beta, or another customer. Use the accepted commercial document or ask Synalux Support to confirm the account terms.
Access status
The Partner Portal can show these customer-safe states:
| Status | Meaning | Action |
|---|---|---|
| Active | Service is available | No action needed |
| Action needed | Billing or account information needs attention | Ask the billing contact to review the notice |
| Suspended | Service access is paused | Contact Synalux Support |
| Cancelled | Service ended under the accepted terms | Contact Synalux before promising reactivation |
| Updating | An approved account change is still processing | Recheck shortly; contact support if it persists |
Do not promise a restoration time or change account access yourself. Synalux Support confirms the account state and next action.
Changes and cancellation
Pricing, locations, seats, discounts, taxes, renewals, and cancellation terms come only from separately accepted commercial terms. Request a new quote, order, or addendum when the customer wants a commercial change.
Contact support
Include only:
- customer and venue name;
- the visible status;
- the date and approximate time;
- the non-sensitive error message, if any.
Do not send card data, bank details, credentials, processor identifiers, or screenshots containing private account information.