Understanding your invoice

What and when will you be invoiced?
You will receive your invoice at the beginning of each month (with regard to the previous month). Here a few details concerning your Isabel invoice:
  • Fees related to the user: 

    • License fees for new users are billed the month after the user activates the Isabel SmartCard.

    • When a user is deactivated, he or she will be billed for the whole month, regardless the date of termination. 

      Example: If John is removed as a user on April 2, he will pay a licence fee for the whole month of April. 

    • The first card reader for a new user is free.
       
  • License fees for new modules and options (such as additional banks) are billed the month in which the module/option was activated.

Example: John activates the Multisign module on April 27. The module will be invoiced for the whole month of April. 

  • In case of deactivation of a module, it will be invoiced for the whole month, regardless the date of termination.

  • Hardware and service fees are billed the month of delivery.

Questions about your invoice

How can I receive my Isabel invoice?
  • Via Zoomit 

By default we use Zoomit to send invoices to our customers. It is a free service in internet and mobile banking, enabling you to handle documents such as invoices, credit notes and pay slips quickly and easily. You decide when to pay. Waste less time on your finances!

To activate Zoomit, click on the Zoomit button on the welcome page and accept Isabel NV as a sender.

Would you like us to give you a hand? Feel free to contact our Customer Care center on +32 (0)2 404 03 37. 

If you do not want to use Zoomit, we also offer invoices by email or on paper (see below). 
 

  • By email

As of April 2016 we offer the possibility of receiving your Isabel invoices by email. If you would like to benefit from this brand new service, just send an email to customercare@isabel.eu mentioning your Isabel user ID as well as the email address we can send the invoices to. The invoices are sent free of charge.

Note: to receive invoices by email, you will have to remove Isabel SA as a sender in Zoomit. Would you like us to give you a hand? Feel free to contact our Customer Care center on +32 (0)2 404 03 37.

 

  • On paper

If you prefer your Isabel invoices on paper, please send an email to customercare@isabel.eu mentioning your Isabel user ID and the correct address we can send the invoices to. We charge 3,5€ per invoice sent, in accordance with our Rate Card Isabel 6 – Customer.

Note: to receive invoices on paper, you will have to remove Isabel SA as a sender in Zoomit. Would you like us to give you a hand? Feel free to contact our Customer Care center on +32 (0)2 404 03 37.

How am I notified that a new invoice from Isabel S.A. is ready in Zoomit?

You can indicate an email address via the Zoomit application in the registration screen or via the Zoomit preferences. You will receive an email notification as soon as a new invoice has arrived.

  1. Click the Zoomit button on the Welcome page of Isabel 6 to open a Zoomit session in a new window.



  2. Select the tab Settings and then Change



  3. Enter your email address and language for the notifications

  4. Click on Save to confirm.
How should I pay the Isabel 6 invoice?

Your Isabel S.A. invoice is paid automatically through a monthly direct debit. You will be notified by Isabel 10 days before your account is debited via your invoice, that will mention, amongst others:

  • the date of the execution of the debit (this date equals the invoice due date);
  • the underlying contract number valid as base for the invoice;
  • the amount to be debited;
  • the mandate number valid as base for the account to be debited.

Isabel will resend the direct debit if the first direct debit was not fulfilled.

If for some reason, missing SDD information or insufficient provision on account, your invoice still couldn’t be paid through Direct Debit, you will have to pay the due amount manually. This can be done on one of the following accounts:

Belfius  BE22 0910 1205 8947   BIC: GKCCBEBB
BNP Paribas Fortis    BE87 2100 6920 4094  BIC: GEBABEBB
ING  BE14 3101 2001 7883  BIC: BBRUBEBB
KBC  BE81 4354 1128 4124  BIC: KREDBEBB

When you pay please add as message the documentnumber and/or customer-id mentioned on your invoice.

Tip: You can also find the account numbers from Isabel S.A. on the first page of your Isabel invoice (at the bottom).

How can I change the VAT number, the company name or the address on my Isabel 6 invoices?

We have the appropriate documents for this: 

You can send the documents to customercare@isabel.eu or fax it to +32 (0)2 545 17 19 or by regular post to:

Isabel NV 
Administration
Bd. de l'Impératrice 13 - 15
1000 Brussels

You can send the documents by regular post to:

Isabel NV 
Administration
Bd. de l'Impératrice 13 - 15
1000 Brussels

Attention: please keep in mind that after the modification of your VAT number, you will no longer be able to consult the Isabel 6 invoices established on the old VAT number in the Zoomit application. You will need to store all these invoices before the modification of your VAT number. To do so, please follow this solution. Would you like us to give you a hand? Do not hesitate to contact us on +32 (0)2 404 03 37 or via the online customer care form

How can I change the account number for my SEPA direct debit?

To change the direct debit for the Isabel invoices you will need to fill in a new mandate form and send it to Isabel.

Complete the Isabel direct debit order mandate and send it to:

Isabel NV
Administration
Bd. de l'imperatrice 13-15
1000 Brussels

 

What to do if you paid your invoice twice?

Please contact our Customer Care center on +32 (0)2 404 03 37 or via our online customer care form. We are happy to help. 

What to do with bankruptcy, settlement or payment suspension?

Please contact our Customer Care center on +32 (0)2 404 03 37 or via our online customer care form. We are happy to help. 

 

Disclaimer:

The information here above is provided for your convenience only. Your contract is the only binding document between you (as user of Isabel 6) and Isabel. More info regarding the Isabel 6 default contract.