This article explains what’s included in your CloudTalk plan, how calling packages work, and what is charged from credit.
Plans
CloudTalk offers three pricing plans: Starter, Essential, and Expert. Each plan includes a different set of features, limits, and included usage.Add-ons
CloudTalk offers additional features that can be purchased on top of your plan. Common add-ons include: Some add-ons may already be included in higher-tier plans. For example, Power Dialer is included in the Expert plan. Add-ons may be billed as a monthly subscription or based on usage, depending on the feature.Calling packages
Every CloudTalk plan includes a calling package. This is a bundle of outbound minutes to specific destinations that are included in your subscription. Your package depends on the region and setup you selected when activating your account. Where calling is described as unlimited, there is no hard cap, but usage is subject to the Fair Usage Policy (FUP). Allowances shown as a fixed number of minutes are hard monthly caps. See each package below for what your plan includes. There are three main types of calling packages.🇪🇺 🇬🇧 EU Regional package
Covers: Outbound domestic calls from an EU, UK, Iceland, or Norway number to destinations within the same country. This package covers domestic calls only. Cross-border calls between European countries are not included, even if both countries are in the covered list. How coverage works: A call is covered only when the originating number and the destination are in the same country. For example, a Czech number calling a Czech number is covered. A Czech number calling Germany is not covered and will be charged from credit. For example:- Calling a Czech number from a Czech number: covered
- Calling Germany from a Czech number: not covered, charged from credit
- Calling a UK number from a UK number: covered
- Calling Germany from a US number: not covered, charged from credit
Countries with lower limits:
The following countries have reduced included minute allowances compared to the standard EU package:
Minutes are per user per month.
Covered countries:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom.
Not covered:
- Cross-border calls between European countries
- Calls from numbers outside the EU, UK, Iceland, or Norway
- Premium or special service numbers
- Forwarded or redirected calls
🇺🇸 🇨🇦 US & Canada package
Covers: Outbound calls to both the US and Canada, including landlines and mobile numbers. How coverage works: You can call both countries from any number, regardless of where it’s registered. You don’t need a US or Canadian number to use this package. For example:- Calling a US number from a US number is covered
- Calling a US number from a German number is covered
- Calling a US number from a Mexican number is covered
Not covered:
- Calls to Alaska and Hawaii
- Premium or special numbers
- Forwarded calls
🌍 Country-specific packages (with US & Canada)
Applies to: Brazil, Colombia, Mexico, Peru, Australia Covers:- Domestic calls within the selected country
- Calls to the US and Canada
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Domestic calls
- Require a local number
- Example: To call Brazilian numbers within the package, you must use a Brazilian number
- Calls from other regions are not covered
-
US and Canada calls
- Included regardless of which number you call from
- Follow the standard Fair Usage Policy (up to 10,000 min/seat per month)
The US and Canada portion is unlimited on all plans (up to 10,000 min/seat, Fair Usage Policy applies).
Not covered:
- Calls to other countries
- Calls from numbers outside the local country (for domestic portion)
- Premium numbers
- Forwarded calls
How calling packages work
The domestic rule
Domestic refers to where the call originates, not just the destination. The domestic rule determines whether a call is covered by your calling package. A call is considered domestic only if it originates from a number in the same country as the destination. Example:You have an EU package and both EU and US numbers.
- Calling Germany from a Czech number is not covered and will be charged from credit
- Calling Germany from a German number is covered
- Calling Germany from a US number is not covered and will be charged from credit
Multiple packages
If you have more than one calling package, CloudTalk automatically applies the most relevant one for each call. Packages work together, and the system selects the one that best matches the call based on the origin and destination. For example:- Calling Italy from an Italy number is covered by the Italy domestic package
- Calling a US number from an Italy number is covered by the US & Canada package
What is not included in your plan
The following are always charged from credit:- Calls outside your package If your package covers the EU and you call Brazil, the call is billed from credit.
- Calls from a number outside your package region Even if the destination is covered, the call is not included (Exception: the US & Canada package covers calls to the US and Canada from any number)
- Premium and special numbers These are never included in any package.
- Forwarded or redirected calls The forwarding leg is always billed from credit.
- SMS, MMS, and WhatsApp messages All messaging is charged separately.
- Usage beyond Fair Usage Policy limits Additional minutes are billed from credit.
- Conversation Intelligence and Voice Agent overages Any usage beyond included or prepaid limits is charged.
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