I have a recurring invoice for our client which is using a customer contact counter > Azure licence > Microsoft 365 premium.
The amount shown under current quantity in the invoice is 46, however they only have 43 premium licenses in both 365 admin centre and Syncro also only shows 43 licensed user under the Entra ID sync for “Azure licensed users” in customers yet the invoice counter shows 46.
Any idea why the invoice is showing 46 when there is only 43 in reality? Our invoices go out tomorrow and this is a sensitive one as we over charged once before so any feedback would be appreciated
Really disappointed at how bad Syncro support have been with this one. Logged a ticket and they just keep not understanding the issue and sending me entirely irrelevant help articles.
Still absolutely nothing from Syncro. Had to delay these invoices going out yesterday and now delaying them again another day.
Moved to synceo a couple of months ago, begining to think that was a terrible choice as clearly this product has no real support and our entire business relies on it
Sorry I wont be much help, but I do know there is a delay in billing in terms of: Maybe you did hit 46 and then remove a few seats later that month lowering it back down to 43. You can still be on the hook for those because of how seat cost work. Another is that you do actually have 46 seats but only using 43 of them. Hard to know without more knowledge on your account of course.
Thanks for the advice. They did have 46 licenses originally, however 2 months ago the licence term ended and they went down to 43 with 43 currently in use.
2 months would be a long time for the system to catch up!
The weird bit is it does say 43 under azure_licensed_user_count for the customer, yet the invoice says 46 even when i delete the line entry and re-add it.
Concern being which other of our clients have this issue, I only noticed this by chance.
And even bigger concern as we just moved to syncro is the non existant support we are getting so far
You might wanna check those seats/licenses terms as well. Some Microsoft seats have you sign a full year agreement, while others are quarterly, and others are month to month.
For sure, I would reach out to the parties at play to see where the mix up is happening, but for sure that could be where its happening at. We also use PAX and buy our stuff through them, then have it update our Syncro billing.
I dont see the relevance of the licence terms. There are 43 premium licenses in the tenant, and 43 of 43 are in use. irrelevant of term…
This is an issue with Syncro, nothing else…
Yes we also use pax8, but there is 43 in pax8. 43 in 365 admin and even 43 in syncro azure licensed users. The only place where there is 46 is in the invoice…
