Question 1

Why did my company card get charged by Instrument?

Accepted Answer

Instrument typically bills business clients for services like digital product design, website development, brand strategy, or marketing campaigns. If you see an Instrument charge, it most likely corresponds to an invoice or retainer payment authorized by your marketing, product, or IT team under an existing services agreement or statement of work.

Question 2

Is Instrument a subscription service or a one‑time project vendor?

Accepted Answer

Instrument primarily works on project‑based and retainer engagements rather than consumer subscriptions. Billing may appear as one‑time project milestones or recurring monthly/quarterly retainers for ongoing support and optimization, depending on the contract terms agreed with your organization.([salary.com](https://www.salary.com/research/company/instrument-overview?utm_source=openai))

Question 3

How can I match an Instrument charge to a specific invoice or project?

Accepted Answer

Check your company’s accounting or AP system for invoices from Instrument around the transaction date, and search for the same amount or PO number. The marketing, product, or engineering team that engages external agencies should also be able to confirm which Instrument project is active and provide the related invoice or SOW details.

Question 4

How do we dispute or request clarification on an Instrument charge?

Accepted Answer

First, confirm internally that the charge was authorized. If questions remain, contact Instrument using the contact form or email addresses listed on instrument.com and include the transaction date, amount, and the last four digits of the card used. They can typically identify the related invoice and share backup documentation. If you still believe the charge is unauthorized, follow your bank or card issuer’s dispute process.

Question 5

Can Instrument place authorization holds or pre‑charges on our card?

Accepted Answer

In most business‑to‑business engagements, Instrument invoices for work according to contract terms, but some clients may pay via card for deposits or retainers. In those cases, you might see a temporary authorization hold when the card is first charged; this should settle to the final invoice amount within a few days depending on your bank’s processing rules.

Question 6

How do we change or cancel ongoing services billed by Instrument?

Accepted Answer

Ongoing work and any recurring billing are governed by your contract or statement of work with Instrument. To change scope, pause work, or wind down a retainer, reach out to your Instrument account lead or use the contact information on their website to discuss timing, notice periods, and any remaining fees defined in your agreement.

Question 7

What are typical amounts for charges from Instrument?

Accepted Answer

Because Instrument works with mid‑sized and enterprise clients on custom digital and brand initiatives, charges are usually in larger increments aligned to project milestones or retainers (often in the thousands of dollars or more). If you see a small consumer‑sized charge, it may be worth double‑checking with Instrument and your bank to ensure it’s correctly attributed.

Question 8

How can we contact Instrument about billing or vendor setup questions?

Accepted Answer

You can reach Instrument via the contact options on instrument.com, which include project inquiries and general contact forms, or by using the main Portland office phone number listed there. For existing clients, your account manager or project lead is usually the best first point of contact for billing, PO setup, or tax documentation questions.([instrument.com](https://www.instrument.com/contact/?utm_source=openai))

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