Invoice, billing and payments

Here you'll find answers to the most commonly asked questions in the Invoice, billing and payments category. Click on any the question in the list below to display the answer.

How do I find my serial number?

When will I receive my first invoice?

How do I take a meter reading from my machine?

Why has the meter reading I submitted not been used on my invoice?

Can I receive my invoices electronically?

Can I arrange for separate invoices to be sent to different addresses?

Can I arrange to receive just one invoice?

I have two invoices for the same machine, why?

I haven’t received any invoices, what shall I do?

I’m still getting invoices for a machine I no longer have, how can I stop them?

My impression charge has increased, why?

How can I get another copy of my invoice?

Canon has taken a Direct Debit payment, I don’t remember authorising this?

I am unable to pay my invoices, who should I contact?

I need to change the address that my Canon invoices are sent to, how do I do this?

I’ve received an incorrect invoice, how do I query this?

My Canon account is in credit, how can I get this refunded to me?

My company’s name has changed, how do I notify you?

Why has my account been stopped/put on hold?

How do I find my serial number?

There is a small grey button marked ‘123’ on the key pad of your device. Press this and your serial number will appear at the bottom of the screen.

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When will I receive my first invoice?

1. Cash – If the Client Agreement or Purchase Order stated it was a cash purchase, you should receive an invoice within 1 week of your goods being delivered.

2. Lease – Your initial Lease invoice should be received within 30 – 45 days of installation of your device. Subsequent Lease invoices will be received approximately 6 weeks prior to the start date of the next period to be billed. If your agreement is with a third party leasing company, you will receive invoices as per your agreed schedule. Please contact them directly if you are concerned that you’ve not yet received an invoice.

3. Impression Charges – Impression charges will be billed separately, in arrears, on a quarterly basis. You will receive your first invoice after the initial quarter’s billing period has elapsed.

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How do I take a meter reading from my machine?

There is a small grey button marked ‘123’ on the key pad of your device.  Press this and your meter readings will be displayed on the screen.

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Why has the meter reading I submitted not been used on my invoice?

There could be two reasons for this:

1. The meter reading was not supplied 10 days prior to the billing date.

2. Canon received a later meter reading taken by a technician or another source e.g. e-maintenance.

We require meter readings 10 days prior to the billing date in order for us to use your readings for billing.  Meter readings can be sent to us either online at http://www.canon.co.uk/eservices, by email to contractquery@cuk.canon.co.uk or by telephone on 0844 892 0844.

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Can I receive my invoices electronically?

Yes, we can set up your account to send you all of your Canon invoices to a designated email address in pdf format.  Please email contractquery@cuk.canon.co.uk along with your account number.

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Can I arrange for separate invoices to be sent to different addresses?

Yes. We will require written confirmation on letter headed paper or via email in order for us to amend the billing address for you.  Please send this to contractquery@cuk.canon.co.uk quoting your customer number, your serial number and the new address you wish for the new invoices to be sent to.

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Can I arrange to receive just one invoice?

You can receive one invoice for your lease and one for your service if required. Please call us on 0844 892 0844 or email contractquery@cuk.canon.co.uk and we’ll be happy to help. Please have your serial number to hand when you call.

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I have two invoices for the same machine, why?

This may be based on the contract type you have with Canon. Please call 0844 892 0844 or email contractquery@cuk.canon.co.uk to discuss.

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I haven’t received any invoices, what shall I do?

Please call 0844 892 0844 or email contractquery@cuk.canon.co.uk quoting your serial number and latest meter reading, and we’ll look into it for you. Your machine should have a small grey button marked ‘123’. Press this and it will display your serial number and latest meter reading.

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I’m still getting invoices for a machine I no longer have, how can I stop them?

Please call us on 0844 892 0844 or email contractquery@cuk.canon.co.uk quoting the serial number of the device in question and details of how the machine was collected. We will then investigate this for you.

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My impression charge has increased, why?

Impression charge increases are based on your contractual terms agreed at the point of order. Please call 0844 892 0844 or email contractquery@cuk.canon.co.uk quoting your serial number for advice. Notification of any price increase is sent out 60 days prior to it coming into effect.

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How can I get another copy of my invoice?

Please call 0844 892 0844 or email canon_cashcollections@cuk.canon.co.uk and quote the invoice number and we’ll send a duplicate to you. Invoices can either be posted or emailed to you in pdf format.

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Canon has taken a Direct Debit payment, I don’t remember authorising this?

We are unable to collect money by Direct Debit unless you have agreed to a Direct Debit mandate, which will have been set up with your bank according to your instructions. Please call 0844 892 0844 or email canon_cashcollections@cuk.canon.co.uk to discuss payment methods.

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I am unable to pay my invoices, who should I contact?

Please refer to the contact details at the bottom of your invoice or statement.

Alternatively call 0844 892 0844 or email canon_cashcollections@cuk.canon.co.uk quoting your account number, and we’ll be able to advise you.

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I need to change the address that my Canon invoices are sent to, how do I do this?

Please advise us in writing, along with your account number and new address, on company letterhead to:

Contract Management Department. Canon UK Ltd, Cockshot Hill, Reigate, Surrey RH2 8BF.

Or alternatively you can email your document to contractquery@cuk.canon.co.uk.

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I’ve received an incorrect invoice, how do I query this?

Please call 0844 892 0844 or email contractquery@cuk.canon.co.uk quoting your serial and invoice numbers and we’ll be happy to look into this for you.

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My Canon account is in credit, how can I get this refunded to me?

For all amounts you’ll need to request a refund in writing, on company letterhead to:

Credit Control Department, Canon UK Ltd, Cockshot Hill, Reigate, Surrey RH2 8BF

Or email your document to canon_cashcollections@cuk.canon.co.uk.

All refunds will be made direct in to your nominated bank account. We are unable to issue refunds by cheque.

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My company’s name has changed, how do I notify you?

You’ll need to notify us in writing:

Contract Management Department. Canon UK Ltd, Cockshot Hill, Reigate, Surrey RH2 8BF.

Please enclose a copy of your Change of Name Certificate from Companies House, stating the new company name details, along with a copy of your new company letterhead.

Alternatively, we can send you a Novation agreement to sign and return.  Please request this by emailing us at contractquery@cuk.canon.co.uk.

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Why has my account been stopped/put on hold?

Please get in touch with your credit controller, using the contact details at the bottom of your invoice or statement, and they will be able to advise you on this. Alternatively call 0844 892 0844 or email canon_cashcollections@cuk.canon.co.uk quoting your serial number and we will connect you to the relevant department.

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