1. Overview
  2. Agency Dashboard
  3. Agency Settings
  4. Understanding the Billing Portal

Understanding the Billing Portal

Background & Purpose

How to navigate and use the Workspace Billing Portal to manage subscriptions, usage-based billing, wallet balance, transaction history, and card settings. Understanding this portal ensures there’s no disruption in service, provides full transparency into billing events

Step-by-Step Process:

1. Access the Billing Portal

  • From your workspace, go to Settings > Billing.

Settings / Billing

  • You will see:

    • Card on file

    • Auto-pay toggle

    • Current subscription info

    • Wallet balance

    • Transaction history

2. Understand Subscription vs Wallet

  • Subscription = Monthly recurring charge for platform access (plus extras like phone numbers or voice features).

  • Wallet = Prepaid balance for usage-based billing (e.g., calls, messages).

  • Usage charges are deducted from the wallet, not charged directly to your card each time.

3. Update Payment Info

  • Click “Update Card Info” to change the card used for refilling the wallet or paying subscription fees.

4. Enable Auto-Pay (Recommended)

  • Click “Enable Auto-Pay” to ensure your wallet refills automatically when it drops below a certain threshold.

    • This prevents service interruptions during high-usage periods (like large call deployments).

5. Add Wallet Balance Manually

  • If auto-pay is off, click “Add Balance” to manually fund the wallet.

  • Funds are immediately available for usage billing.

  • We recommend to always ENABLE AUTOPAY this will help avoid disruptions

6. Review Transaction History

  • Transactions are categorized as:

    • Credit: Funds added to your wallet (manual or auto-pay)

    • Debit: Usage deductions (e.g., $0.05 for a message)

  • This history acts as a ledger and shows every charge and refill.

7. Download Invoices

  • For credit transactions, click “Download Invoice” to access a PDF of the charge.

  • Includes full metadata (Stripe ID, reference info).

8. Trace Usage Events

  • Each debit transaction includes an event link (e.g., call or message).

Event

  • Click the link to open the original event in a new tab and verify the charge (e.g., call duration, usage type).

  • Click 3 dots (...) to open event and capture more information

9. Review Sub-Account Level Charges

  • Sub-account actions (like adding phone numbers or voice features) roll up to the main workspace billing.

  • You can:

    • See all numbers added under the Subscription section.

    • View associated sub-accounts for each item.

    • Repeat for Voice Knowledge Bases.

subscription

FAQs

Q: What’s the difference between a subscription and the wallet?
A: Subscription = platform access + add-ons. Wallet = pay-as-you-go usage.

Q: Why am I seeing lots of tiny charges?
A: Those are usage debits from your wallet, not your card. Your card is only charged when adding balance.

Q: How do I stop my wallet from running dry?
A: Enable auto-pay to auto-refill your wallet below a certain threshold.

Q: How do I trace where a charge came from?
A: Click the event link in the transaction history to see the specific call/message.

Q: Can I download invoices for charges?
A: Yes, invoices are available for all credit (card) transactions.

 
 
 
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