Billing page overview

User level: Admin

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You can access the Billing page via Dashboard > Settings > Billing. Under Billing in the Settings menu, you’ll find two pages: Billing, described here, and Payment details, where you see your billing date and manage your payment method. Your invoices are under Dashboard > Settings > Invoices. The Billing page is your central hub for managing your subscription and monitoring usage. It has these sections:

• Current plan: your plan and seats
• Credit: your balance and auto top-up
• Usage & overages details: what your plan includes and what is charged separately
• Company details: the company information used on your invoices
• Current plan and services: a summary of what you pay

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Current plan

At the top of the page, you can see your current plan and how many seats are used, for example 192/252 seats used. Here you can:

• Click Add seats or Remove seats to change your seat count
• Click Manage plan to change your plan
• Click Cancel subscription to cancel your subscription

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Adding seats

New seats can be used straight away. Before you confirm, you see:

• Prorated price for this period, with From and to dates showing which days it covers
• Invoiced: Now, or With your next invoice on your next billing date
• Regular price from your next billing date

On monthly billing, the prorated price is added to your next invoice. On quarterly, semi-annual or annual billing, an invoice for it is created straight away. See How billing dates and prorated charges work. When you remove seats, they are taken off right away and your next invoice reflects the lower count. Removed seats are not refunded for the rest of the current period.

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Credit

The Credit section shows your current balance and how your account handles usage outside your plan. Here you can:

• View your current credit balance
• Manually add credit
• Enable or disable automatic top-ups
• Set:
  • the balance threshold that triggers a top-up
  • the amount to add each time
• Export your credit movements as a CSV file
• Set a custom low-balance alert threshold to receive an email notification when your balance drops below an amount you choose. See Credit balance alert emails for details.
• See a status message that checks your auto top-up settings against your top-ups from the last 30 days

Credit is used for calls and messages that are not included in your plan. Your balance must be positive to make outbound calls. At the bottom of the section, three dropdowns answer common questions: What uses credit?, What can go wrong? and Do I still need credit if I have a calling package? To learn more about what is charged from credit, see What uses credit.

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Usage & overages details

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Included in your plan

This section shows what is covered by your subscription. You can see:

• Your calling packages (for example, Europe or Asia)
• Covered countries
• Whether usage is unlimited (subject to fair use)
• Whether the package is domestic-only or includes international calls
• Whether inbound calls are included

This helps you understand what usage is already included before additional charges apply.

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Not included in your plan

This section lists services that are billed separately, such as usage outside your package or premium destinations. Use this section to understand what may generate extra charges.

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Additional services

This section lists all active add-ons and services in your account, with the number of seats for each. Examples include:

• Conversation Intelligence
• Dialer add-ons
• Voice Agents packages

You can review what is enabled and how it contributes to your billing.

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Company details

This section contains your company information used for billing and invoices. You can view and update:

• Company name
• Company VAT number
• Company ID number
• Email for sending invoices
• Address (street, ZIP or postal code, city, state or province, and country)

To make changes, click the edit icon in the top right corner of the section.

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Current plan and services

This section sums up what you pay: your plan, your services, and the overall total. Depending on your account, it includes:

• Your plan
  Your plan name, number of seats and price per seat.
• Numbers
  Monthly charges for your phone numbers, including type (local, mobile, toll-free) and any recent changes.
  
• Calls and SMS
  Usage-based charges for calls and messages, including calling packages and prepaid minutes.
  
• Add-ons
  Additional features such as Conversation Intelligence, Dialer add-ons, or Voice Agents packages.
  

Each section shows:

• Individual items
• Quantity (for example, number of seats or units)
• Price per unit
• Total cost per item

This helps you understand exactly what contributes to your billing. At the bottom, you see the Overall total. To apply a discount code, click Add discount code.

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Payment details

Your payment details have their own page: go to Dashboard > Settings > Billing > Payment details. It shows:

• Billing date: the day your invoice is issued and your payment method is charged, for example 1st of every month. See How billing dates and prorated charges work.
• Payment method: the payment provider (for example, PayPal or card) and the account or email linked to it

To change your payment method, click the edit icon in the top right corner of the Payment method box. See Add or update payment and billing details.

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FAQs

Why can’t I remove seats? If the option to remove a seat is greyed out or unavailable, there are two common reasons:

• The seat may still be assigned to a user. A seat that a user still occupies can’t be removed, delete the user first (see Remove a user who left your team), then reduce your seat count on the Billing page.
• Or you may be at your plan’s minimum number of seats. Each plan has a minimum: Starter and Essential require at least 1, and Expert requires at least 3. If you’re already at your plan’s minimum, you’ll need to switch to a lower-tier plan before you can reduce further. Go to Settings > Billing, click Manage plan, and select a plan with a lower minimum.

If you’ve removed the user and you’re above your plan’s minimum but the option is still unavailable, contact Support with a screenshot and we’ll investigate. If you no longer need the service at all, see How to change or cancel your subscription. The Billing page is blank or won’t load? See A Dashboard page is blank or won’t load.

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Need help or have a question? Just reach out through our Support portal — we’re here for you.