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Veeam Cloud Connect License billing with incorrect amount


This guide describes how Veeam Cloud Connect licenses are billed and issues that can occur.

Our automation system will automatically bill you for Veeam Cloud Connect licenses when Veeam reports usage of such licenses to us. The following license types are currently supported in our system:

On plan "Veeam Cloud Connect Backup":

  • Veeam Cloud Connect Backup Virtual Machine(s)

  • Veeam Cloud Connect Backup Server Agents

  • Veeam Cloud Connect Backup Workstation Agents

  • Veeam Cloud Connect WAN Accelerator

On plan "Veeam Cloud Connect Replication for DRaaS":

  • Veeam Cloud Connect Replication Virtual Machine(s)

  • Veeam Cloud Connect WAN Accelerator

Our automatic system will receive daily usage reports for these licenses and will calculate an average on the end of the month. This average will be invoiced to you after your subscription period ended.


Known issues with license calculation:

Problem 1: Average is not rounded to a single digit.
The average amount of licenses are not rounded up to a full license. You might get invoices for 3,26 Licenses if the amount changed during the running month, which is to be expected on a new account creating first time backups. This issue is reported as a bug to our control panel vendor. In the meantime until this is resolved Copaco will cover the additional license cost.

Problem 2: Amount of VM's licenses reported are higher than number of VM's in Backup.
In some specific situations Veeam will report a higher amount of VM's in use than there are machines in the backup. We have reported this behavior to Veeam and are waiting for a solution. If you are charged incorrectly please contact our support team and we will send diagnostic information to Veeam support to find out if you are affected by this issue. In case you are affected we will need to manually reset Veeam usage counter to make sure the issue won’t re-occur on your next invoice. If your issue is indeed caused by this problem you can request a credit memo for incorrectly billed amount with our commercial team on with reference to your case number.

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