Request a payment extension for a past-due account

If you are unable to pay an invoice by the due date, you can contact Motive Support to ask whether a short payment extension is available. This article explains when payment extensions can be reviewed, what to expect during the review process, and how payment extensions may affect access to your account.

Overview

This article helps fleets:

• Understand payment extensions: Learn when a payment extension can be reviewed.
• Set expectations early: Know what information Support may need before reviewing a request.
• Understand access impact: Learn how a payment extension may affect dashboard access.
• Route billing questions correctly: Know when Motive Support can help and when a financing provider may need to be involved.

What is a payment extension?

A payment extension gives eligible customers a short amount of additional time to pay an overdue invoice.

Payment extensions are not automatic. Each request is reviewed based on the status of your account and the billing issue being reviewed.

When a payment extension can be reviewed

A payment extension can only be reviewed after an invoice has been generated on your account.

In general:

• Payment extensions are short-term.
• Payment extensions may be available for up to 7 days.
• The requested extension date must fall within 7 days of the oldest unpaid invoice.
• Some payment issues may affect whether an extension can be reviewed.

If your request does not meet these conditions, Support may not be able to approve an extension.

When a payment extension may not be available

A payment extension may not be available in situations such as:

• The invoice has not been generated yet.
• The requested extension date is beyond the allowed review window.
• Your account has a payment issue that requires additional review.
• Your billing is handled through a financing provider and Motive cannot review the request directly.

A payment extension is not guaranteed.

What to do before contacting Support

Before requesting a payment extension:

1. Check whether the invoice is already available on your account.
2. Review the invoice due date and unpaid balance.
3. Confirm whether you can update your payment method or submit payment directly.
4. Gather the invoice number and your company details.

If you can pay the overdue balance now, that is usually the fastest way to restore normal account access.

What to include in your request

To help Support review your request faster, include:

• Your company name
• The email address associated with the account
• The invoice number
• The amount due
• The date you expect to make payment

How payment extensions affect account access

If a payment extension is reviewed and applied, Motive may temporarily restore or maintain account access for the approved extension period.

Keep in mind:

• Access is not automatically restored in every case.
• Access may remain restricted if there are other billing issues on the account.
• Once the extension period ends, access may be restricted again if payment has not been completed.

If your account is financed through a vendor

If your account uses vendor financing, billing may be handled by a third-party financing provider instead of Motive.

In these cases:

• Motive may not have full billing details for your account.
• Payment extension requests may need to be reviewed by the financing provider.
• Support can help clarify the next step, but the final billing resolution may depend on the vendor.

FAQs

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