If you want to see exactly what you have been charged for, download a usage report from Reports. It gives you a line-by-line breakdown of every Case (Listing/Matter) and every client in your account for the period you choose, including a Billable column so you can see which cases counted towards your invoice.
How to download your usage report
From the main navigation, click Reports.
Select the period you want to report on.
Click Download Report.
The file downloads as a spreadsheet (.xlsx) that opens in Excel, Google Sheets, or Numbers. It is named using your company name and the period you selected — for example UsageReport_RealEstateCo_20260701_20260731.xlsx covers 1–31 July 2026.
What's in the report
The spreadsheet has two tabs: Listings and Clients.
The Listings tab
One row per Case (Listing/Matter) created in the period:
Listing Name — the name or property address you gave the case
Billable — Yes or No. This is the column to check when you are reconciling an invoice
Created By — the team member who created the case
Associated Clients — every client linked to that case
Created Date — when the case was created
Completed By — the team member who completed the case, if it has been completed
Completed Date — when the case was completed
Risk Label — the risk rating recorded against the case
Archived — shows Archived if the case has been archived, or a dash if it is still active
The Clients tab
One row per client added in the period:
Client Name — the client's name
Associated Listings — the case or cases the client is linked to
Entity Type — INDIVIDUAL, COMPANY, or JOINT
KYB Checks — any Know Your Business checks run against that client
Created By — the team member who added the client
Created Date — when the client was added
Risk Level — the client's risk rating, once their risk assessment is complete
Archived — shows Archived if the client has been archived, or a dash if they are still active
How to use the report to check a charge
Billing is based on cases (Listings/Matters) — not on users, and not on the number of clients you add. So if a charge looks higher than you expected, the Listings tab will normally show you why.
Open the Listings tab.
Filter or sort by the Billable column to see only the cases marked Yes.
Count those rows and compare the total against your invoice.
Scan the Listing Name and Associated Clients columns for the same property or client appearing more than once.
Duplicate cases for the same property are the most common cause of an unexpected charge. Each case is billed separately, so if two cases were created for one property — which can happen when a case is created both manually and through a CRM integration — both are charged.
Adding several clients to a single case does not add a charge. Two separate cases for the same property does.
Why is a case marked as not billable?
A case shows No in the Billable column when no billable verification was attached to it. Cases that never had a check run against them do not count towards your usage.
Note that archiving a case does not change what has already been billed. An archived case can still show Billable: Yes for the period in which it was created. Simply archiving a case, or even changing the status to cancelled, does not reverse a billable event, you will be charged for this.
I still think a charge is wrong
Download the report for the period covered by the invoice, then email [email protected] with:
The property address or case name in question
The clients involved
The report attached
We will review it and get back to you, usually within 3-5 business days.
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