Billing & Account FAQ

Contacting Us

How do I contact your accounting department?

• Phone: 330.661.0106 ext. 2 Mon-Fri, 8 AM – 5 PM EST
• Email:
  • Accounts Receivable: ar@navigate360.com 
• Urgent Issues: For urgent transaction issues, email us for a quicker response.

Payment Methods & Fees

What payment methods do you accept?

We accept the following payment methods:

• Credit Cards: Accepted via secure payment link on invoice.
• Checks: Accepted via mail.
• ACH / EFT: Accepted via secure payment link on invoice or initiated by your bank.
• Wire Transfers: Accepted. For Canadian institutions, if your bank is not listed, a wire transfer is recommended.
• Note: We do not use PayPal for online bill payments.
  
   

Are there fees associated with my payment?

• Credit Cards: Yes. Credit card payments incur a 3% processing fee.
• ACH & Checks: No. These methods do not carry additional fees.
• Collections: If an invoice is sent to collections due to non-payment, a minimum of 25% collection fee will be added to the invoice.
  
   

How do I pay by Credit Card?

• Via Invoice: Open your PDF invoice and click the secure payment link, then select "Card" under "Other Methods".
• Request a Link: If your PDF does not have a link, email us with your invoice number to request a secure credit card link.
• By Phone: You can also provide your phone number to support to receive a call for payment processing; avoid emailing credit card details directly for security reasons.
  
   

How do I pay by Check? Please make checks payable to Navigate360, LLC and include the invoice number on the memo line.

How do I pay by ACH (Electronic Payment)?

• Option 1 (Portal): Click the secure link on your PDF invoice, scroll to "Other Methods," and select "Legacy ACH".
• Option 2 (Bank Initiation): Send an ACH from your bank to our banking details on file. You must include your invoice number in the remittance/memo to ensure the payment is posted to your account.
• Confirmation: If you initiate an ACH/EFT, please email us your remittance details (Invoice #, Amount, Transfer Date, and Bank Account last 4 digits) so we can track and expedite posting.

Can I pay with a Purchase Order (PO)? Yes, but a PO is not payment itself; actual funds must still be remitted via check or ACH.

• Submission: Email your PO as a PDF attachment to ar@navigate360.com or reply to your invoice email.
• Requirements: Ensure the PO references Navigate360 LLC, the correct amount, and the related quote or invoice number.
  
   

How do I request an invoice or a quote?

• Requesting a Quote: Contact your Account Manager or Support. Include your organization name, community population (for software like P3 Tips), and desired term. If you need a quote before invoicing to generate a PO, please state this clearly.
• Requesting an Invoice: Contact Accounts Receivable with your quote number and PO number (if available).
• Consolidation: We can consolidate multiple products or locations into a single invoice (e.g., one annual invoice). Contact your Account Manager to arrange this for your next renewal.
  
   

How do I get a copy of a receipt?

• Receipts: Please send Accounting an email with any information you can provide on your payment. We will respond promptly with a digital copy of your receipt.

What if my invoice is incorrect?

• Address/Contact Changes: If the "Bill To," "Ship To," or email recipient is wrong, contact Accounts Receivable with the correct details, and we will reissue the invoice.
• Pricing Discrepancies: Please contact your Account Manager

• Hardware: Prices may vary due to shipping fees.
• Population: Pricing for some software is based on community population rather than specific positions.

What if my organization is tax exempt?

• If the account is new: Your Account Manager will handle that at the time the account is created.
• For an existing account: Please send an email to our Accounting team who can apply your Tax Exemption form to your account and adjust any open invoices.
  • You can locate any sales tax on your invoice by looking at the Unit Price and Line Total section of your invoice.
     

Processing Times & Notifications

Why am I still receiving past-due reminders after paying?

Reminders are automated and continue until the payment is received and applied to the invoice.

• Mailed Checks: Allow 3–10 business days for mail delivery + 1–3 business days for posting.
• ACH/Wire: Typically posts within 1–3 business days.
• Stop Reminders: If you have already paid, reply to the reminder with your payment details (Check #, Date, Amount). We can often pause reminders while the payment processes.
  
   

How do I confirm my payment was received?

• Receipts: If you need a receipt, request one via email after your payment has been posted.
• Online Portal: You can view your balance and payment status via the link on your invoice.

How do I access a current W-9 form?

• Forms: For questions on how to access a W-9 please visit: https://navigate360.com/W9/
• Additional Questions: Please send our accounting department an email and we will respond promptly.

Account Managers & Cancellations

How do I cancel my subscription?

• Notification Period: You must provide written notification 90 days prior to your renewal date.
• Outstanding Invoices: All outstanding invoices must be paid, even if a cancellation request is pending or the service is not being used.
• Procedure: Send your written cancellation request via email.
  
   

When should I contact my Account Manager?

Please engage your Account Manager directly for:

• Contract Questions: Clarification on subscriptions or auto-renewal clauses.
• Consolidation: combining multiple contracts or sites into one invoice.
• Signatures: If you require a countersigned agreement.
• Renewals: Requesting renewal quotes in advance for budgeting.
   

How do I contact my Account Manager?

To contact your account manager, please contact us by phone at the number below. Our sales department will ensure you are contacted by your account manager.

• 330.661.0106 ext. 1
• You may also follow this process if you are unsure who your account manager is.