This article outlines the frequently asked questions about:Documentation Index
Fetch the complete documentation index at: https://moengage.com/docs/llms.txt
Use this file to discover all available pages before exploring further.
- Product subscriptions
- Contract
- Billing and invoices
- Overages
- Renewals
- Annual price changes
If you can’t find what you’re looking for, your Customer Success Manager (CSM) is always happy to help.
Usage and Billable Metrics
Why does my billable MTU count exceed the size of my active customer base?
Why does my billable MTU count exceed the size of my active customer base?
- MTUs include all event-performing users, not just “active” ones MTUs count every unique user profile that performs at least one event in a calendar month - including background or system-triggered events. A user doesn’t need to consciously open your app or website to be counted. This is broader than your intuitive notion of an “active customer.”
- Anonymous and identified profiles are both counted MTUs include all unique user profiles - both identified users (those with an email, phone number, or unique ID) and anonymous ones. Unauthenticated sessions, guest browsing, or pre-login activity all contribute to your MTU count.
Billing Start and Invoicing
When does billing start after contract signing?
When does billing start after contract signing?
There are two separate billing events after signing:
- Implementation / Onboarding fees are invoiced immediately upon contract signing.
- Platform Subscription fees are invoiced on the Platform Subscription Start Date specified in your Order Form.
We haven't completed go-live across all business units yet. How is billing handled?
We haven't completed go-live across all business units yet. How is billing handled?
Billing is independent of your integration progress. The Platform Subscription fee runs from the Start Date in your Order Form, regardless of whether you have gone live across all business units.
Why are my Billable MTUs different from the actual MTUs shown in my dashboard?
Why are my Billable MTUs different from the actual MTUs shown in my dashboard?
The difference is driven by two main factors:
- Timeframe Windows: Dashboard metrics (like MAU) display a rolling last 30 days, whereas Billing MTUs are calculated strictly by the calendar month (28, 29, 30, or 31 days).
- Data Snapshots: Billing is calculated as a fixed snapshot on the first day of the month. Dynamic dashboard queries account for real-time updates—such as user merges (which decrease dashboard counts) or delayed event processing (which increases dashboard counts)—that occur after the billing snapshot has already been finalized.
Overages
How can I monitor my usage to avoid unexpected overage charges?
How can I monitor my usage to avoid unexpected overage charges?
Unexpected overages can be costly and difficult to anticipate. You can monitor your MoEngage services by setting up alerts. This allows you to stay proactively aware of your usage trends and receive notifications when they exceed a defined limit, helping you avoid unexpected overages. This gives you time to adjust campaigns, throttle activity, or plan for an upgrade before charges are incurred.
How is an overage charge calculated when my usage exceeds the contracted limit?
How is an overage charge calculated when my usage exceeds the contracted limit?
If your usage exceeds your contracted limit — whether for MTUs or channel-based usage like SMS, Email, or Push — an overage invoice is automatically generated.Overages are billed in fixed blocks rather than one unit at a time. Once your usage crosses into the next block, you are charged for the full block, so you always have headroom to keep running campaigns without interruption.
Annual Escalations
How and when are annual price increase applied?
How and when are annual price increase applied?
As per the escalation clause, an increase in price is applied at each anniversary of your Platform Subscription Start Date. The specific rate for your account is stated in your Order Form.
Does the annual price increment still apply if a later addendum does not mention it?
Does the annual price increment still apply if a later addendum does not mention it?
Yes. The escalation clause in your Order Form, or in any previously signed addendum, remains in force unless a subsequent addendum explicitly supersedes or waives it.
Where can I find the annual escalation clause?
Where can I find the annual escalation clause?
You can find it in your Order Form Terms or your latest signed contract. If you’d like a walkthrough, your CSM can take you through the relevant clauses.
Subscription Changes
How do I stop being billed for a product or service I no longer use?
How do I stop being billed for a product or service I no longer use?
Reach out to your Customer Success Manager. They’ll review your contract terms and, if eligible, guide you through executing an addendum to formally remove the product or service from your subscription.