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This article explains how CloudTalk’s Fair Usage Policy (FUP) works, including per-user limits, how usage is calculated, and how exceeding the limit affects billing and calling availability.
User level: Admin
You might wonder why an “unlimited” package has a limit at all, and it’s a fair question. A Fair Usage Policy is standard practice across the telecom and VoIP industry, because unlimited pricing is built around the typical calling needs of a business team — and looking at real usage patterns across our customer base, the included allowance comfortably covers standard business calling for the vast majority of teams. The FUP is simply there to keep things fair for everyone, preventing extreme patterns like auto-dialing, telemarketing-scale volume, or always-on calling from impacting call quality or pricing for other customers. The Fair Usage Policy applies only to calls included in your calling package. Calls outside your package are always charged from credit. To learn more about what is charged from credit, see the guide on what uses credit in CloudTalk.

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Your monthly allowance

Each user on your account has a monthly allowance of 3,000 outbound minutes, unless a different limit has been agreed in your contract (if you’re unsure, contact your account manager).
  • The limit is applied per user, not shared across the account
  • Usage is tracked individually for each user
  • The counter resets on your billing date, the day of the month your paid subscription started
If you add a calling package or bundle part-way through a billing period, its minutes for that period are prorated to the days left. For example, a 3,000-minute allowance added with 13 days to go gives about 1,300 minutes until your next billing date, then the full 3,000. Users you add part-way through a period get the full allowance straight away. Minutes are calculated based on billed duration and are rounded up to the nearest full minute. Example:
  • 2 minutes 10 seconds is billed as 3 minutes
  • 5 minutes exactly is billed as 5 minutes
Note: The 3,000-minute limit is the default. Your account may have a different limit depending on your agreement, for example, US & Canada calling has a limit of 10,000 minutes per user per month. If you are unsure, contact your account manager.

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What happens when the limit is exceeded

When a user exceeds their Fair Usage limit:
  • Additional minutes are charged from credit All outbound minutes beyond the limit are billed at standard per-minute rates and deducted from your account’s credit balance.
⚠️ Credit is shared across the account. If credit runs out, outbound calls are blocked for all users and inbound calls to toll-free numbers stop. To avoid interruptions, we recommend enabling auto top-up.

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How to check usage

To find out how many minutes each user has used in the current billing cycle, contact Support. For a detailed breakdown of charges and call activity, use the Credit Movement export available in the Billing section.

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Country-specific packages (US/CA + local minutes)

Country-specific packages (Brazil, Colombia, Mexico, Peru, Australia) include two separate pools of minutes:
  • Local domestic minutes: calls made from a number in that country to destinations in the same country (e.g., a Brazilian number calling a Brazilian destination). Allowances vary by region and tier; see Understanding pricing plans and what they include for specifics.
  • US & Canada minutes: calls to US and Canadian destinations, regardless of which number you call from. Governed by the Fair Usage Policy with a limit of 10,000 minutes per user per month.
These pools are tracked separately, using all local minutes does not affect your US/CA allowance, and vice versa. Example: On an Essential plan with a Brazil + US/CA package, you get 500 local Brazil minutes plus up to 10,000 US/CA minutes under FUP. Using up your Brazil minutes doesn’t reduce your US/CA allowance.

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Planning for higher call volumes

If your team’s calling needs are growing or you anticipate a high-volume period (campaign launch, new market, busy season), a few options can help you stay ahead:
  • Contact your account manager to discuss higher limits or tailored packages
  • Enable auto top-up to maintain a sufficient credit balance
  • Review per-user usage to identify high-volume users or campaigns
If you expect your calling volume to be higher than usual, we recommend reaching out to our team in advance to ensure uninterrupted service.

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FAQs

  • Is FUP applied per user or per account? Per user. Each user has an individual monthly allowance.
  • Does FUP affect inbound calls? No. FUP applies only to outbound calls.
  • Does FUP apply to calls outside my package? No. Calls outside your package are always charged from credit, regardless of usage.
  • Do unused minutes roll over? No. The allowance resets on your billing date.
  • Will I be notified before reaching the limit? Yes. CloudTalk sends email notifications as users approach their monthly allowance, so you can take action before any calls are charged from credit.
  • What counts as “extreme” or non-standard use? The Fair Usage Policy targets patterns far outside typical business calling, for example, sustained auto-dialing, continuous always-on calling, or telemarketing-scale outbound volume. Normal sales, support, or customer success activity will not trigger it. Rules on cold calling, automated calling and fair use are in our Terms and Conditions.
Note: The Fair Usage Policy applies to any calling allowance described as “unlimited,” on every plan, including Starter. For example, the US & Canada package is governed by the FUP with a limit of 10,000 minutes per user per month on all plans. Allowances shown as a fixed number of minutes (such as the 500-minute EU domestic allowance on Starter) are hard monthly caps and are not governed by the FUP. See Understanding pricing plans and what they include for the full breakdown by package and plan.
Need help or have a question? Just reach out through our Support portal — we’re here for you.