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In this article, you will learn how to add credit, enable automatic top-ups, and understand when and how your credit is used in CloudTalk.
User level: Admin

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What is account credit?

Account credit is a prepaid balance used for charges that are not covered by your subscription or calling package. You can view and manage your credit in Dashboard > Settings > Billing. On the Billing page, you can:
  • See your current credit balance
  • Add credit manually
  • Enable or disable automatic top-ups
  • Set the balance threshold that triggers a top-up
  • Choose the amount to add each time
  • Export your credit movements as a CSV file

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How to add credit

You can add credit at any time from the Billing page. To add credit:
  1. Go to Dashboard > Settings > Billing
  2. Find the Credit section
  3. Click Add credit
  4. Complete the payment using your saved payment method
Your updated balance will appear in the Credit section once the payment is processed. Please note that credit top-ups may take a short time to appear, depending on your bank or payment provider.
If your account is still being verified: while a new account is pending manual verification, adding credit is temporarily unavailable. If you reach your credit limit during this time, outbound calling will be blocked until verification is complete. Verification is handled by our team, and credit top-up becomes available once it’s finished. If you’re blocked and need to make calls, contact Support so we can check the status of your verification.

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Enable automatic top-up

Automatic top-ups help prevent service interruptions by adding credit when your balance falls below a set threshold. To enable auto top-up:
  1. Go to Dashboard > Settings > Billing
  2. In the Credit section, enable auto top-up
  3. Set:
    • the balance threshold that triggers a top-up
    • the amount to be added automatically
  4. Save your settings
Once enabled, CloudTalk will charge your saved payment method when your balance drops below the selected threshold. The Billing page may also display status messages to help you understand your current credit setup and whether any action is needed. For more details, see How auto top-up works.

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What happens when your credit reaches zero

If your credit balance reaches 0 or becomes negative:
  • Outbound calls are blocked
  • Inbound calls to toll-free numbers are blocked
  • Inbound calls to standard (non-toll-free) numbers still work
To restore calling, you need to add credit to your account. If your credit is running low or has already reached zero, see Credit running low: what to do for step-by-step guidance on restoring service and preventing interruptions.

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What is credit used for?

Credit is used for services and usage that are billed outside your subscription or included package limits. This can include: For a full breakdown of charges that can use credit, see What uses credit?

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Monitor your credit usage

You can track how your credit is being used directly from the Billing page. To export detailed data:
  1. Go to Dashboard > Settings > Billing
  2. In the Credit section, click Export credit movements
  3. Download the CSV file
This export includes all charges deducted from your credit balance. For a detailed breakdown of the data, see the Credit Movement export guide.

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Tips to avoid interruptions

  • Enable auto top-up to maintain a safe balance
  • Set a threshold that covers your typical usage
  • Regularly review your credit usage
  • Monitor alerts and notifications in the Dashboard
  • Set up email notifications so admins are informed when your balance is running low. See Credit balance alert emails.

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FAQs

  • Can I transfer credit to another account? No. Credit balances in CloudTalk are tied to the account they were purchased on and cannot be moved to a different CloudTalk account. If you need credit on a second account, an admin on that account can add it directly via Dashboard > Settings > Billing > Add credit. If you have a significant unused balance on another account and would like to discuss options, contact your Account Manager. They can explore whether a commercial adjustment is possible.
Need help or have a question? Just reach out through our Support portal — we’re here for you.