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In this article, you will learn how to upgrade your account, choose the right calling package, set up credit auto top-up, and complete your subscription setup.
User level: Admin

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Upgrade your account

You can upgrade your CloudTalk account from a trial to a paid subscription directly from the dashboard. To start, navigate to CloudTalk Dashboard. Locate the Update my plan button in the banner at the top of your screen and follow the setup flow. Upgrading after your trial has ended? Your trial numbers may already have been removed. See Demo Account. Before proceeding, make sure you review the available plans. You can find full details on features and pricing on the CloudTalk pricing page.
You will also need to choose your billing settings:
  • Select your currency (EUR or USD). This cannot be changed later
  • Choose between monthly or annual billing. Switching from annual back to monthly is not supported

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Before you choose a plan: account verification

Your company needs to be verified before you can continue with the upgrade. If your company has not been pre-approved, you will see an Account verification required message in the dashboard. This means you need to complete a short verification step before selecting a plan.
💡 What to do when you see this messageYour account needs to be verified by our Accounts team before you can upgrade. To start, contact your Account Executive or reach out through our Support portal, and be ready to provide:
  • A scanned copy of your business registration
  • Your official business website
  • Links to your social media pages (for example, LinkedIn)
If you’ve already received an email from our Accounts Approval team, you can reply to it directly with these details. Otherwise, our Support team will forward them for you. If you’re unable to provide one of the documents, let the team know, they can advise on alternative verification options.Once your account is approved, you can return to the Billing page to complete your upgrade. While you wait, you can review the available plans and prepare your payment details so you’re ready to proceed.
You can learn more about the requirements here: Account activation requirements. Once verification is completed and your company is approved, you will be able to continue with the upgrade flow. If your company has already been pre-approved, you will skip this step and go directly to selecting your plan.

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Choose your plan

Select the plan that best fits your needs: Starter, Essential, or Expert. You will also confirm:
  • The number of users (seats)
  • Your billing cycle
After selecting your plan, proceed to the next step.

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Choose your calling package

Next, you will select your calling package, which determines which calls are included in your plan.
You will see available packages based on your region, along with a short explanation of what each one covers. In most cases, a package is preselected based on your signup location. Some important things to keep in mind:
  • If no package is selected, all calls are charged from credit
  • Packages cover calls where both the originating number and the destination are in the same region. For example, calling Germany from a US number is not covered by an EU package, only calls made from a German number to a German destination are included
  • Some packages require a local number to work (for example, a Brazilian number for Brazil domestic calls)
  • If you select a package without having the required number, you will see a warning and can add the number later
Calling packages typically include domestic or regional calls, while other destinations are billed separately. Usage is also subject to Fair Usage Policy limits. To learn more about how packages work, see Understanding pricing plans and what they include.

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Set up credit auto top-up

Before completing the upgrade, you will configure automatic credit top-ups.
Credit is used for any usage not covered by your plan, including calls outside your package, messaging, and usage above Fair Usage Policy limits. By default, CloudTalk preconfigures:
  • A balance threshold (for example, $100)
  • A top-up amount (for example, $50)
When your balance drops below the threshold, your card is automatically charged and your credit is restored. Auto top-up has no monthly spending cap. Each time your balance drops below the threshold, your card is charged. For more details on how this works and tips for managing your credit spending, see Does auto top-up have a spending limit?. These defaults are designed to keep your account active and prevent service interruptions. You can adjust them based on your expected usage. During this step, you will also see a short explanation of how credit works and why it is required even if you have a calling package.

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Add your payment method

You will be asked to add your payment method, such as a credit card or PayPal. Once your billing details are entered, you will see a summary of your charges. Future payments will be automatically deducted from your selected payment method. You can update your billing details later from the Billing page. All payment data is securely processed and stored by Braintree, a PayPal company.

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How credit works during setup

Even if you select a calling package, not all usage is included. Credit is used for:
  • Calls outside your package
  • Forwarded or redirected calls
  • Messaging (SMS, MMS, WhatsApp)
  • Usage above Fair Usage Policy limits
Calls are billed per minute, rounded up. If your credit balance reaches zero, outbound calling will stop and inbound calls to toll-free numbers will not connect — for your entire account, regardless of which user’s activity consumed the credit.
📖 Learn more about What uses credit in dedicated article.
You can change your plan, package, auto top-up settings, or payment method anytime from Billing.

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FAQs

Why can’t I see Upgrade your plan button? You may not see the upgrade option if:
  • Your account is already on a paid plan
  • Your account requires verification
  • Your trial is no longer active
  • You do not have Admin permissions
Need help or have a question? Just reach out through our Support portal — we’re here for you.