Being billed while using free tier (Essentials)

Help & Support
1

I’ve been using the free tier since Comodo RMM, about 9 years ago. I received a bill yesterday for $168 for “Xcitium Services”, which is odd, because I have already changed the profile to only use the free “Essentials” service, and do not use any extras (no client security, no management, nothing extra). All I need is just the remote function, which is in the free tier.

I responded to ar@xcitium.com stating that this was a mistake, as I was on the free tier. The response was that they would cancel the order, and that if I wanted to not be billed in the future I would need to see the included attachment for changing the profiles to the free tier. I replied that I had already done that, and included screenshots showing the device listing which shows all devices using the “Free” profile, and another screenshot showing the profile used which only has "Essentials (free) checked. I also explained that I had deleted all other profiles that I was able to delete, and asked what else I needed to do to prevent this billing issue.

The response was, “Just letting you know that the account will be automatically deleted after 7 days.”

That was it. That was their response.

I replied that I did NOT want my account to be deleted, and that I was wanting to know what else I needed to do to keep from being billed again. The response was another email about how to change the tier in the profile, and the ticket was marked “resolved.”

Now I don’t know what to do. I don’t want to be billed, but I’ve already done everything I think I needed to do to not be billed. I’ve checked and double checked, and all my devices are using the “Free” tier, with NO extras selected. I believe I have everything set properly, because if I try to access a feature that isn’t free, it tells me it’s an “Unlicensed Feature” (such as patch management, procedures, etc.)

I’m pi$$ed that the response from Xcitium was they were going to automatically delete my account. That’s their answer when all I was asking was what did I need to do.

So I wanted to see if anyone else has had this issue. I also want someone from Xcitium support to look at my account and tell me why I’m being billed when everything I can see says I should be on the Free tier and should NOT be billed.

What can I do?

For any Xcitium support person, the ticket number is 30651

2

hi @tanguero

Apologies for the inconvenience caused by our side. I will take it forward with the concern team and check that you account is not deleted and it is under free service with all respective configuration under profile.

I really thank you for your understanding and patience regarding the issue, and we will ensure that you will face such issues further.

I will request the team to get back to you on your ticket.

thank you

3

When I sign into the billing portal it shows these licenses

Endpoint Manager Standard Edition
Secure Internet Gateway MSP GOLD
Comodo One Security Signup - Full
Advanced Endpoint Protection Postpaid Subscription for MSP
Device Management for MSP (1-99)

Guessing they have added free trial versions or something as a 2034 promotion and the billing is incorrectly charging for them, I haven’t even logged in to my account for over 6 months so these are clearly not something I signed up for or agreed to add. Are they the same things in your billing portal?

4

I think this is normal. Awhile ago they had a billing error when Xcitium took over from Comodo where they sent invoices to all free tier customers. They told me to ignore it as they will fix on their end. Much like you at the start of the year for 2024 I’ve started receiving invoices and ignoring them, total keeps going up it’s over $100 owing now but I have never added any products or upgraded from free tier so Ibl believe it’s just another billing error. Ignore the invoices and they will eventually fix it on their end. Not sure why the guy said you’d be deleted after 7 days that’s obviously not correct info.

5

hi @probitcomputers

We are sorry for the delayed response. We would like to inform you that we have updated the billing model for the Xcitium Platform recently and introduced assigned-profile billing. This is designed to make billing clear, controllable, and flexible.

As a reminder, starting April 1st, 2024, you will be upgraded to our most recent ITSM platform, and we will now bill separately for the use of our RMM module to the extent you use these features. Specifically, RMM, Patch Management, and MDM modules will now be charged per device ( https://www.xcitium.com/pricing/)

Kindly check the new ITSM platform document: https://www.xcitium.com/itsm-platform-update.pdf

In order to set the default profile without XCS paid options, we recommend to clone the default profile → go to the cloned profile → Sections → Edit → Uncheck Xcitum Client Security → Save the profile → Make Default.

This will help you to have a cloned profile as the default profile without XCS for device enrolment.

Please make sure that other default profiles are cancelled with XCS enabled.

For more information to clone the profile and manage default profiles, please check with articles below:
https://help.comodo.com/topic-399-1-786-10199-Clone-a-Profile.html
https://help.comodo.com/topic-399-1-786-10100-Manage-Default-Profiles.html

Once you have updated the profile without XCS paid options, please give us the confirmation email and you can check the License Management > Bill Forecast > check the Overuse column to see if there is any overuse for your portal and share with us the screenshot of Bill Forecast page. It will help us to provide further assistance.

Please feel free to reach out to your respective customer success manager / customersuccess@xcitium.com , for further clarification required regarding the billing model and other product related queries