Why am I being charged sales tax?
For customers in the United States, Vanta is required to charge and collect taxes on sales in certain jurisdictions requiring laws requiring the taxation of our products, AND Vanta has either a physical presence or has met certain economic thresholds within that jurisdiction. These taxes vary by jurisdiction but include sales and excise or privilege taxes.
For customers located in the United States where Vanta’s products are taxable but Vanta does not have a physical presence or has not yet met the economic thresholds, no sales tax will be charged. This, however, may change in the future due to changes in law or Vanta meeting any of the requirements for assessing and collecting tax in that jurisdiction.
Why were we not charged sales tax before?
There are conditions that Vanta has to meet to be subjected to charging its customer's sales tax in each jurisdiction. In the past, Vanta has been remitting sales tax on customers’ behalf for those jurisdictions where Vanta met those conditions. In the future, Vanta will charge customers and pay sales tax to appropriate tax agencies.
What happens with the sales tax collected?
The entire amount charged to a customer for sales tax is remitted to the required jurisdiction, and Vanta retains no amounts.
How is sales tax calculated?
On your invoice, sales tax is calculated based on Vanta’s determination of the taxability of the product(s) you purchased, the address information provided by you, and the tax rate of the applicable jurisdiction where you are located. If you need to update your address information, please contact your Customer Success Manager.
What if my business is exempt from sales tax?
Certain businesses, such as non-profit organizations, educational institutions, and others, may have tax exemptions in various jurisdictions. If your company has an exemption certificate, please get in touch with the Vanta Billing team ([email protected]) and provide a copy of the exemption certificate to Vanta. We will produce an updated invoice.
Where can I find a W-9?
Please contact [email protected]
I want to update my billing information (billing address, billing contact email).
You can go to app.vanta.com/billing and update your billing address and email within our Vanta app.
I want to change my company name for billing.
Please send your official DBA documentation to [email protected] if it is a DBA. If it is not a DBA, please get in touch with your Account Manager to update your Vanta contract to the revised company name.
Is VAT included in my invoice?
No, Vanta is not currently registered for VAT. Your invoice is not inclusive of VAT. If you have a VAT ID, please send it to [email protected].
What currency is my invoice in?
Your invoice is in US Dollars unless it is explicitly noted in a different currency on the invoice.
I need to verify banking details with someone on the billing team at Vanta.
Please get in touch with [email protected], and someone on our Billing team will provide you with a phone number to verify your banking information.
I want to cancel my account
Please reach out to your Account Manager to discuss this.
How do I pay my invoice?
You can go to app.vanta.com/billing and view all your invoices. You may click on the open invoice icon, which will direct you to pay via credit card or ACH/wire.
For ACH payments, please schedule them at least 3 days before the due date to avoid late payment issues. If payment is not received by the due date, invoices will be charged to the card on file seven days after the due date.
When making a payment, always include the specific invoice reference number to help with quick reconciliation in our payment systems.
Why do I see a payment reminder banner in Vanta, and how can I resolve it?
The payment reminder banner typically appears when there is a past due balance in your account. This serves as a prompt to take the necessary actions to settle outstanding payments before further services might be impacted. If your account is fully up to date, the banner should not be visible.
Pending Payment Processing: If an invoice payment status is still processing, the banner may remain visible temporarily. This should clear automatically once the payment is confirmed. If the issue persists, consider reaching out for additional support to investigate further.
Autopay Setup Issues: Despite having autopay enabled, the banner may appear if there is a problem with your payment method or billing settings. Ensuring that your account and payment information are configured correctly can typically resolve this issue.
Steps to Resolve the Banner Issue:
Verify Payment Status: Confirm whether there are any outstanding balances or invoices marked as unpaid in your account. This can usually be checked within your billing section in Vanta.
Check for Processing Delays: If a recent payment was made, allow some time for processing to complete. Most transactions update automatically, but you can plan to review within 24-48 hours.
Review Autopay Settings: If you expect invoices to be settled via autopay, double-check that your autopay settings and linked payment method are active and valid. Correct any issues promptly.
Contact Support or Your Account Manager: When the issue cannot be resolved through the above steps, reaching out to Vanta Support or your assigned Account Manager is recommended. They can verify payment status and address any residual account issues.
I am locked out of my account, or I can’t access my account.
Please get in touch with [email protected], and we can resolve this as soon as possible.
I paid the whole amount, but my receipt needs to show the total amount I paid.
Please remember that sometimes, a bank fee is associated with your payment. If full payment is remitted, Vanta will absorb the bank fee. There's no need for anything else.
I need a PO on the invoice.
Please provide any PO numbers to [email protected].
How do I confirm if my payment was received?
If your payment has been processed successfully, our system will mark the invoice as paid and you will typically receive a receipt as confirmation.
For ACH payments, which may take several days to process, you can monitor the status through your banking portal and verify that it matches the date of payment initiation.
If you need additional confirmation, please contact [email protected] with your invoice number.
If you have made multiple payments for the same invoice (e.g., via card and ACH), the extra amount will not remain as credit on your account. Instead, a refund will be initiated for the duplicate payment.
You will receive an email from our payment processor requesting your banking details to process the refund.
Please note that Vanta operates on a quarterly billing cycle, and refund decisions won't impact subsequent billing cycles.
What is Vanta's Billing Mailing Address?
Vanta Inc. P.O. Box 103251 Pasadena, CA 91189-3251