Annual Service & Maintenance Billing
Description: Learn how to confidently address customer questions about the Annual Service & Maintenance Billing, including approved talking points, frequently asked questions, escalation scenarios, and handling best practices.
What is the Annual Service & Maintenance Billing?
The Annual Service & Maintenance billing provides merchants with ongoing operational protection, support, and long-term processing platform value, including:
- Complimentary Equipment Swaps:
- Replacement of POS terminals, pinpads, and connected devices across Shift4 product lines, with no additional charge for next-day shipping.
- Complimentary Platform & Software Upgrades:
- Ongoing Shift4 platform and software upgrades to maintain PCI and card brand requirements.
- PCI Compliance & Security:
- End-to-end PCI compliance support and security monitoring are included, so there are no separate PCI assurance billing, scan requirements, or non-compliance layered on top.
This billing replaces both the Annual Program Billing (previously billed in July) and the Regulatory Assurance Billing (previously billed in December), consolidating them into a single annual billing event taking place on August 1st.
Merchant/Partner Frequently Asked Questions
Why am I seeing this billing?
This billing keeps your account active and fully supported, covering everything from compliance and security to software updates and equipment help. Think of it as your annual "all-inclusive" plan.
Is this a new charge I haven't seen before?
Not exactly, it replaces two separate billings you may have been charged in prior years. We've simplified it into one.
When will I be billed?
Once a year, every August. That's it.
Can I opt out of this billing?
The Annual Service & Maintenance Billing applies to active accounts and covers core operational protections that Shift4 maintains on your behalf, which cannot be opted out.
Other processors don't charge me an annual billing, why does Shift4?
Unlike other providers who charge separately for hardware, software licenses, and onsite service calls, Shift4 bundles all of this into one billing, which is consistently lower than what competitors charge piece by piece.
I have multiple locations. Does each location get charged separately?
The billing is applied per active MID (Merchant ID). If you have multiple locations, each active location with its own MID will have its own annual billing.
Why is this billing higher than what I paid before?
This billing consolidates two separate charges, your Annual Program Billing and your Regulatory Assurance Billing, into a single annual billing. It’s a simplification designed to make your billing more predictable.
Why am I being charged this? What does it cover?
The Annual Service & Maintenance Billing covers providing credit card terminals, PIN pads, and processing equipment to merchants with no upfront costs, including complimentary upgrades to new equipment and equipment swaps. It also covers the costs of ensuring PCI compliance, an industry-wide billing implemented to combat fraud, ensure data security, and conform to industry standards and regulations.
I don’t use all of these services. Why should I pay?
“I hear you; it can be frustrating to pay for something you may not feel you’re actively using. What I’d want to share is that these services, like 24/7 support, PCI monitoring, and equipment coverage, are active on your account in the background whether or not you think about them day to day.”
Offer to walk them through the self-service tool or escalate if the merchant is considering cancellation.
Your competitors don’t charge this. Why are you?
Acknowledge the concern, then position the total cost of ownership: “Many competitors charge separately for hardware, onsite service, software licenses, and support, costs that add up quickly. Shift4 combines all of that into one annual billing that is consistently lower than what the same capabilities cost elsewhere.”
Why are two MIDs under the same owner billed different amounts?
Each MID is assessed individually based on prior billing history. Acknowledge that the variation is expected and that the amounts reflect each account’s specific profile.