Facing issues with enterprise billing can cause operational hiccups—particularly when you’re responsible for managing large subscriptions across multiple teams. When issues arise—whether it be with accounts or weird issues with payment reconciliation—it can spiral out of control in no time if not dealt with quickly.
This step-by-step guide will help you identify, troubleshoot, and resolve billing issues related to your enterprise GitHub Copilot account, and ensure that you’ll pay for and manage your subscription without issue going forward.
✅ Step 1: Audit Your Enterprise Billing Dashboard
Begin by conducting a comprehensive review of your enterprise billing dashboard. In large accounts, there could be multiple developers and tools at play and inadvertently overlapping subscriptions or redundant services could be commonplace. Pinpointing the billing inconsistencies early on—duplicate users or unapproved tools—is the start to fixing larger account issues.
- Go to GitHub > Settings > Billing & Plans > Enterprise Billing
- Review all current subscriptions under your enterprise account
- Download your most recent invoice and compare it with historical charges
✅ Step 2: Identify the Nature of the Account Issue
Enterprise account issues typically arise from subscription misconfiguration. For instance, you may have team members still on your subscription who have left the company. Or perhaps your plan defaults to a more expensive tier that you weren’t aware of until now. Having that clarity helps you build a reasonable support or reconciliation case.
- Check for inactive users still being billed
- Review billing cycles and subscription renewals
- Confirm if the account is under a consolidated invoice or broken into separate charges
✅ Step 3: Verify Large-Scale Subscriptions Allocation
In large subscriptions it is easy to forget who has access to what. Poor license management can result in an over-billing situation, especially in multi-region or remote teams. We recommend making regular checks to ensure you only pay for what you are using—not more.
- Make sure team licenses are distributed only to active developers
- Remove duplicate seats or unused licenses
- Validate license assignment via your admin portal
✅ Step 4: Conduct a Payment Reconciliation Review
Payment reconciliation is an important step in remedying business billing problems. It gets you to understand whether your actual costs align with the services rendered. This is one of the areas where mistakes at the enterprise (and bulk billing) level tend to crop up—overpayments, late fees, duplicate charges. A “clean” reconciliation summary will give you a solid foundation to support an effective discussion with support.
- Match each transaction against invoices and usage reports
- Flag discrepancies between what was paid vs. what was used
- Check if your finance department’s records align with GitHub’s billing
✅ Step 5: Escalate the Issue to GitHub Enterprise Support
When in-house work no longer leads to an eventual solution, it is time to engage the help of GitHub’s support team. For enterprise billing accounts, they can assist you with elevated service tiers. For speed and accuracy, the more specific and documented your ticket is, the better they can help.
- Use your admin access to open a priority ticket
- Provide invoice numbers, billing history, and a description of the issue
- Include supporting documents (e.g., expense reports, screenshots)
✅ Step 6: Improve Billing Practices Going Forward
To prevent future issues, regard account management as an ongoing responsibility in terms of ownership, workflow standardization, and regular review. This turns billing from an unpredictable hassle every quarter to a simple straight forward process.
- Centralize billing oversight to your finance or procurement team
- Conduct monthly audits of user access and license usage
- Schedule quarterly reconciliation between IT and Finance
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