| Applicable to | Centro QMS/QMS Starter, Centro KMS, Centro ESSENTIALS |
| NOT applicable to |
| Subscribed through Ageing Australia? |
| If your Centro ASSIST subscription is through Ageing Australia, please contact Ageing Australia Quality Systems at quality@ageingaustralia.asn.au about billing, upgrades and cancellations. |
Quick answer: Your invoice is created on your renewal date. If you pay by bank transfer, email your receipt or remittance advice to support@centroassist.com.au. We'll confirm once our finance team has matched the payment, and the payment reminders will then stop.
When is my next invoice and how much will it be?
Invoices are created on your renewal date and can't be issued earlier. Email us and we'll confirm the date and amount. The amount in automatic reminder emails may not include any discounts, so check with us if it looks wrong.
I paid by bank transfer. What do I need to send?
Email a copy of your bank transfer receipt or remittance advice to support@centroassist.com.au, including the invoice number. Bank transfers don't flow into our billing system automatically, so we'll match the payment and confirm once the invoice is marked as paid. A screenshot of your subscription or card details isn't a record of payment.
I've paid but I'm still getting reminder emails.
Reminders stop once the payment is matched to your invoice. Reply to the reminder with your receipt or remittance advice and we'll sort it out.
I received a "mandate cancelled" email. Has my subscription been cancelled?
No. This email comes from our payment provider (GoCardless) and only means the direct debit arrangement on your account has been cancelled. Your Centro ASSIST subscription stays active unless you've sent us a cancellation form. To keep your payments going, update your payment details in the payment portal.
My quote has two totals. Do I pay both?
No. If you upgrade partway through your subscription, the quote shows the amount to pay now (for the rest of your current term) and your new annual amount from your next renewal date. See How do I add a module or upgrade my subscription?.
I missed my renewal payment and our web app was closed.
See How do I reactivate our Centro ASSIST web app?.
More questions
When will I be reminded about my renewal? Reminder emails are sent about 30 days and 2 weeks before payment is due. The reminder summarises the amount and renewal date. Use the Pay Now button in the email to see the full invoice.
Where can I find past invoices? In the payment portal. A sign-in code is sent to the billing contact's email address.
Can we change our billing contact or add our accounts team? Yes. Contact us with the new details. If the previous account holder has left your organisation, we'll need confirmation from someone senior before we change it.
We can't pay by card automatically. Can we get an invoice instead? Yes. Ask us to turn off automatic payment and we'll send invoices to pay manually.
My card payment failed. Update your card in the payment portal. The payment is tried again on the next scheduled date, and we can tell you when that is.
The direct debit setup page won't load. Try another browser or an incognito window, turn off ad blockers, allow pop-ups and third-party cookies, and try without a VPN. You can also pay by bank transfer using the details at the bottom of the invoice.
Do you offer monthly payments? No. Subscriptions are annual.
Still need help?
Email support@centroassist.com.au or call 1300 420 171. Please include your organisation's Centro ASSIST web address (for example yourorganisation.centroassist.com.au) and a screenshot if you can.
If your Centro ASSIST subscription is through Ageing Australia, please contact Ageing Australia Quality Systems at quality@ageingaustralia.asn.au.