Why am I being billed for 3 users when I only have 2 and 1 guest?

[Mandi Dittloff]

I have just been charged for 3 users - wondering why my guest on one board only has been billed for as a full user? I was not made aware of this in any form when adding the guest of any charge. If a guest is truly charged the same, then why on earth bother with the guest option in the first place?  I am happy to pay a portion of the user fee, but not a full user charge - that is not right. 

[Ste Wright · Accepted solution]

Hi @Mandi Dittloff 

For Business Class, a guest is billable if they have access to multiple boards. I know you mentioned they have access to just one board - do you know if a Team Admin could have approved their access to another?

See the How Billing Works page, under "What constitutes a billable member?"

Single-Board Guests - If you invite someone from outside your Trello team (this is called a Guest) to your board, they're free on their first board. Once the Guest has been added to a second board, a team admin will need to approve, as they will become a billable Multi-Board Guest. However, once that has been completed, any member can add that Guest to subsequent boards. 

Also see this page for Multi-Board Guests

If this user is a single-board guest as far as you're aware, I would suggest contacting Trello Support for assistance :)

Ste

[Mandi Dittloff]

Ah ok, it would be more helpful if approving came with the charge amount at the time.  Thank you for letting me know.

[Mandy Brooks]

I was wondering if someone may be able to help me understand. Trello is advertised as $60 a year for standard, but when I go to check out, they want to charge me $180 for 3 licenses. There is no customer support, and I only want one license. If anyone has a suggestion of how I can fix this. Thanks so much! 

[Ste Wright]

Hi @Mandy Brooks 

How many users are listed for the relevant workspace?

Ste