A charge or usage balance is unexpected
Check auto-recharge, blocked calls, invoices, included minutes, personal AI message allowances, and cancellation effects.
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Work through the section that matches what you're seeing.
Repeated or unexpected automatic charges
- Go to Billing → Auto-Recharge and check whether it's on, and what its minimum balance and recharge amount are set to.
- If the client shows a Managed Workspace card instead of wallet controls, the agency owner should check Billing in the master workspace that funds it. When a workspace shares the agency wallet, check that shared wallet before re-enabling auto-recharge — depending on its balance, turning it on can trigger an immediate recharge.
- Send support the charge dates and amounts if something still looks wrong; refunds are handled manually.
A balance shows enough, but calls are still blocked
Contact support with your workspace ID and a screenshot of your Billing page.
Invoices
Billing lists your platform invoices with downloadable receipts. They don't include GST or ABN details — email accounts for a formal tax invoice if you need one.
Your included minutes
Your plan includes a set number of minutes each billing period: 1,000 minutes on Studio, 3,000 minutes on Agency. Calls beyond your included minutes draw from your wallet balance.
AI Assistant messages
Your monthly allowance is per person, not shared across the workspace — 15 free messages a month, or 250 a month with AI Studio ($15/month). Upgrade your own allowance in Settings → Account → AI Studio. If you've hit your limit and need more before it resets, contact support.
Test calls use minutes
A browser test call is billed the same as a real call, using your included minutes or wallet balance.
Cancelling
Billing → Cancel plan cancels your subscription. This also cancels AI Studio and releases any phone numbers you've purchased through the platform, in the same action — they aren't separate things to cancel individually.