Wallet
Your wallet is a prepaid balance that funds call minutes and phone number purchases. It acts as a buffer to ensure you always have funds available for operations, even when subscription allowances are exceeded. Keep a healthy balance to avoid call failures due to insufficient funds.
Common Use Cases
Call Minutes
Fund call minutes when subscription allowances are exceeded. Wallet automatically covers overage charges at your plan's per-minute rate.
Phone Number Purchases
Purchase phone numbers directly from your wallet balance. One-time purchase costs and recurring monthly fees are deducted automatically.
Overage Protection
Prevent service interruptions when you exceed subscription limits. Wallet automatically covers overages so campaigns continue running.
Pay-As-You-Go
Use wallet for pay-as-you-go operations without a subscription. Perfect for testing, small operations, or flexible usage patterns.
Key Benefits
Prevent Service Interruptions
Maintain a wallet balance to ensure operations continue even when subscription limits are reached. No unexpected service stops.
Immediate Availability
Funds are available immediately after refill. No waiting periods or processing delays for wallet transactions.
Transaction History
Complete transaction history for all wallet activities. Track refills, deductions, and balance changes over time.
Budget Control
Set refill thresholds and monitor spending. Control costs by managing wallet balance proactively.
Understanding Your Wallet
The wallet page displays your current balance and provides tools to manage funds.
Wallet Information Displayed
Current Balance
Your available wallet balance in USD. This is the amount you can use for minutes and number purchases.
Remaining Minutes
If you have a subscription, this shows remaining minutes in your plan allowance. Wallet covers overages beyond this.
Transaction History
Complete log of all wallet transactions: refills, deductions for calls, number purchases, and overage charges.
Low Balance Alerts
Notifications when balance falls below thresholds. Set custom thresholds to receive alerts before funds run low.
Adding Funds to Your Wallet
Refill your wallet balance to ensure you have funds available for operations.
Step 1: Navigate to Wallet
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Go to Billing & Plans: Navigate to Billing & Plans in the main navigation menu.
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Click Wallet: Select Wallet from the Billing & Plans submenu.
Step 2: Enter Refill Amount
Enter the amount you want to add to your wallet:
Amount Requirements
- Minimum Amount: Typically $10 USD (check current minimum in the interface)
- Maximum Amount: No maximum limit, but consider your needs and security
- Currency: All amounts are in USD
- Format: Enter numeric value (e.g., 50 for $50.00)
Tip: Consider your expected usage when refilling. For active campaigns, ensure you have enough balance to cover expected call volumes and potential overages.
Step 3: Select Payment Method
Choose how to pay for the refill:
Saved Card
Select a previously saved payment method from your Payment Methods list. The default card is pre-selected.
New Card
Add a new payment method during checkout. The card will be saved for future use if you choose to save it.
Payment Security: All payments are processed securely through Stripe. Card details are never stored on our servers. Only you can see your saved payment methods.
Step 4: Confirm and Complete
Review your refill details and complete the transaction:
- Review the refill amount and payment method
- Click Add Funds or Confirm to proceed
- Complete payment authentication if required (3D Secure, bank verification, etc.)
- Wait for confirmation - balance updates immediately upon successful payment
After Successful Refill
- Your wallet balance updates immediately
- A transaction record is created in your wallet history
- You receive a confirmation notification
- Funds are immediately available for use
How Wallet Funds Are Used
Understanding when and how wallet funds are deducted helps you manage your balance effectively.
Call Minutes Deduction
Wallet funds are used for call minutes in the following scenarios:
Overage Charges
When subscription minute allowances are exceeded, overage minutes are charged to your wallet at your plan's per-minute rate.
No Subscription
If you don't have an active subscription, all call minutes are charged directly from your wallet at the standard rate.
Billing Increments
Minutes are deducted according to provider billing rules:
- Per-Minute Billing: Typically rounded to the nearest minute (e.g., 60-second increments)
- Minimum Charge: Even very short calls may have a minimum charge (e.g., 1 minute minimum)
- Provider Rules: Actual billing follows your telephony provider's (Twilio) billing policies
Phone Number Purchases
When purchasing phone numbers:
- One-Time Purchase Cost: The initial purchase price is deducted from your wallet immediately
- Recurring Monthly Fees: Monthly number rental fees are charged to your wallet automatically each month
- Insufficient Balance: If wallet balance is too low, number purchases will fail. Refill your wallet first.
Note: Number purchase costs vary by country and number type. Check the purchase interface for exact pricing before confirming.
Transaction History
View complete records of all wallet transactions to track spending and balance changes.
Transaction Types
Credits (Refills)
Money added to your wallet:
- Manual wallet refills
- Automatic refills (if configured)
- Refunds or adjustments
Debits (Deductions)
Money deducted from your wallet:
- Call minute charges
- Overage charges
- Phone number purchases
- Monthly number fees
Transaction Details
Each transaction record includes:
- Date & Time: When the transaction occurred
- Type: Credit (refill) or Debit (deduction)
- Amount: Transaction amount in USD
- Balance Before: Wallet balance before the transaction
- Balance After: Wallet balance after the transaction
- Description: What the transaction was for (e.g., "Wallet refill", "Call minutes deduction")
- Status: Transaction status (completed, pending, failed)
- Payment Intent ID: For refills, the Stripe payment intent ID for reference
Best Practices
Balance Management
- Set Refill Thresholds: Establish internal thresholds for when to refill (e.g., refill when balance drops below $20). This prevents unexpected service interruptions.
- Monitor Regularly: Check your wallet balance regularly, especially before launching large campaigns. Ensure sufficient funds are available.
- Plan for Overages: If you frequently exceed subscription limits, maintain a buffer in your wallet to cover overage charges automatically.
- Review Transaction History: Periodically review transaction history to understand spending patterns and identify opportunities to optimize costs.
Campaign Planning
- Pre-Campaign Check: Before launching campaigns, verify your wallet balance covers expected call volumes. Calculate estimated costs based on expected minutes.
- Account for Overages: If campaigns may exceed subscription limits, ensure wallet has funds to cover overage charges.
- Monitor During Campaigns: Watch wallet balance during active campaigns to catch unexpected high usage early.
Cost Optimization
- Review Usage Patterns: Analyze transaction history to understand when and why funds are being used. Identify cost-saving opportunities.
- Optimize Call Durations: Shorter, more efficient calls reduce minute usage. Review AI assistant scripts to improve conversation efficiency.
- Consider Plan Upgrades: If you consistently exceed subscription limits and pay overages, consider upgrading your plan to reduce overage costs.
Troubleshooting
Payment declined during wallet refill
Possible Causes & Solutions:
- Insufficient funds: Check that your card has sufficient funds or credit limit. Try a different card if needed.
- Card expired: Verify your card expiration date. Update the card in Payment Methods if it has expired.
- Bank security: Your bank may have blocked the transaction for security reasons. Contact your bank to authorize the payment.
- Card details incorrect: Double-check card number, CVV, and expiration date. Ensure all fields are entered correctly.
- International restrictions: Some cards have restrictions on international transactions. Contact your bank if you're using a card from a different country.
- Try another card: If one card fails, try using a different payment method from your Payment Methods list.
Balance not updated after refill
Checklist:
- Refresh the page: Sometimes the balance display needs a refresh. Reload the wallet page to see the updated balance.
- Check payment status: Review your transaction history to see if the payment was successful. Look for the transaction with status "completed".
- Verify payment confirmation: Check your email for payment confirmation from Stripe. If payment failed, you'll receive a notification.
- Provider webhooks: There may be a slight delay if provider webhooks are processing. Wait a few minutes and refresh.
- Check Payment Methods: Verify the payment method was charged successfully. Check your card statement or bank account.
- Contact support: If payment was successful but balance didn't update, contact support with your payment intent ID or transaction reference.
Calls failing due to insufficient wallet balance
Solutions:
- Refill immediately: Add funds to your wallet as soon as possible to restore service. Use a saved payment method for quick refill.
- Check current balance: Verify your wallet balance on the Wallet page. Ensure you have enough funds for expected usage.
- Review subscription: If you have a subscription, check if you've exceeded your minute allowance. Overage charges require wallet funds.
- Set up auto-refill: Consider setting up automatic refills when balance drops below a threshold to prevent future interruptions.
- Monitor usage: Review transaction history to understand why funds were depleted. Adjust your refill strategy accordingly.