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Customer Billing Explained

This article outlines our billing process, designed to be transparent and easy to understand.

Billing Cycle

Your billing cycle will depend on your contract.  Some customers are billed monthly (generally on the third of the month), some are billed quarterly, and some annually.  If you are unsure about your billing cycle, please check your contract or contact your customer success representative.  


Motivity has multiple different billing configurations.  The most common is to be billed by learner, monthly.

  • According to your contract, you will have a minimum number of learners 
  • You are billed the minimum on the third of the month for that month’s subscription
  • Then the following month, Motivity will determine if you went over the minimum and bill for any additional learners above the minimum, in addition to the minimum for that month (these will be on separate lines)
  • If you do not go over the minimum, you will only be billed for the subscription
  • Motivity determines the number of learners in two different ways:
    • For clinical only licenses: 
      • a learner is billed if you have taken data on that learner
      • or written a note for that learner at all in that month.  It does not matter if the learner is archived or not, just whether or not data have been taken or a note has been written.  
      • the learner type is marked as patient - we do not bill for other types of learners, however we do audit to see if the leaner type is designated correctly
    • For all-in-one licenses (that include practice management)
      • a learner is billed if they have had at least two sessions in that month 
  • If your company is billed by user (less common), then Motivity bills for any users that are in the system with the member type of “staff” (not including those archived)

Invoice Delivery

Invoices are delivered to customers via email.  Please ensure your contact information is up-to-date to receive your invoices promptly. Here is a knowledge article on how to update your information: https://help.motivity.net/manage-billing-information-from-motivity

Payment Methods Accepted

We offer several convenient payment methods:


  • Credit/Debit Card: Payments can be made securely online through Stripe
  • Bank Transfer (ACH/Wire): Details for bank transfers are provided on your invoice.
  • Check: Checks can be mailed to

Experiad LLC

Lockbox # 894055

885 EAST COLLINS BOULEVARD, STE 110

RICHARDSON TX 75081

Common Billing Inquiries

How can I update my payment information?

Please see this article for information: https://help.motivity.net/manage-billing-information-from-motivity

What if I have a question about my invoice?

If you have any questions or concerns regarding your invoice, please contact our billing department accounts.receivable@motivity.net or by submitting help ticket: https://help.motivity.net/kb-tickets/new 

What happens if I can't pay by the due date?

If you anticipate difficulty in making a payment by the due date, please contact us as soon as possible to discuss potential payment arrangements (accounts.receivable@motivity.net).


Please note that if you have not provided payment as promised and have not made arrangements with our billing department, your account can be suspended and you will lose access to your data until payment is made.  After an account has been suspended, we require that account to use the automatic payment option to reinstate services.

Do you offer automatic payments?

Yes, we offer automatic payment options. You can set up recurring payments using your credit card or bank account through Stripe

What is a billable learner?

For Clinical Data Collection licenses, a billable learner is one where at least one point of data has been collected or one note has been created within a calendar month.  This is only true for learners who have the learner type of “patient” in their profile.  Learners of different types (such as caregiver or staff) are not billed, but the customer must attest that they are not patients and Motivity will do periodic audits.


For Practice Management or All in One, a billable learner is one that has had at least two sessions billed in that month.


Note that organizations will always be billed the minimum based on their contract (or contract renewal) and additional learners will be billed if the organization goes over that minimum in a particular month.  Minimums are billed in the current month, and additionals are billed one month later.


What is a billable user?

For Clinical Data Collection licenses, a billable user is one that is an active user in the system (not archived) who has the member type of “staff” in their profile.  Users of different types (such as caregiver or other) are not billed, but the customer must attest that they are not staff and Motivity will do periodic audits.


For Practice Management or All in One, a billable user is one that has an active seat in the system.


Note that organizations will always be billed the minimum based on their contract (or contract renewal) and additional users will be billed if the organization goes over that minimum in a particular month.  Minimums are billed in the current month, and additionals are billed one month later.