Cannot Change Billing Email Address in HERE Platform Subscription Billing Settings

Applies to

HERE Platform
Self-serve Tiered Base Plan subscriptions
Subscription & Billing portal

### Classification

Product Limitation

### Decision

UPDATE

### Symptoms

Customers may experience one or more of the following:

Unable to edit or replace the existing billing email address.
No option available to change the primary billing contact email.
Changes made to account details do not update the original billing email.
Need to send invoices or billing notifications to a different email address.
Billing information requires an additional recipient or alternate billing address.

### Answer

For HERE Platform self-serve Tiered Base Plan subscriptions, the original billing email address cannot be changed after it has been created. However, you can add an additional billing address and specify a different email address for billing communications.

This is expected behavior for the current subscription billing configuration.

### Root Cause

The primary billing email associated with the original billing profile is fixed and is not editable through the HERE Platform Subscription & Billing portal. The platform allows customers to add an alternate billing address and email, but it does not support replacing the original billing email.

### Impact

The original billing email remains associated with the billing profile.
Invoice and billing-related communications can be sent to an additional billing email when configured.
Customers cannot remove or overwrite the original billing email address through self-service billing settings.

### Resolution / Recommended Action

To add an additional billing address and email:

1. Sign in to the HERE Platform portal.
2. Open Subscriptions & Billing.

3. Select Account Details.
4. Choose Edit.

5. Enable Use different billing address.

6. Enter the new billing address information.
7. Add the additional email address that should receive billing communications.

8. Save the changes.

### Expected vs. Unexpected Behavior

Expected Behavior

The original billing email cannot be changed.
An additional billing address can be configured.
A different email address can be added to the additional billing address.

Unexpected Behavior

The portal displays an error while saving a valid additional billing address.
The additional billing email is not retained after saving.
* Billing address updates fail despite having the required permissions.

If you experience any of the unexpected behaviors above, contact HERE Support and provide screenshots of the Subscription & Billing pages and any error messages.

### Keywords

billing email, change billing email, update billing email, billing address, invoice email, invoice recipient, subscription billing, account details, HERE Platform billing, self-serve subscription, billing contact, billing settings, additional billing address, invoice notifications, subscription management