The whole organisation shares a single credit balance, shown at the top of Billing. Every call draws it down; every top-up and plan credit builds it back up. There are no usage invoices and no unexpected bills. If there is no credit in the balance, the call does not happen.
One balance, plan rates
Calling is priced per minute by the plan. On the realtime models the Builder defaults to, that one rate covers the AI model, the voice and the telephony; pipeline models meter those parts separately. The same pricing applies whether the minutes come from included credit or a top-up, billed in 6-second increments. A 30-second call costs half a minute's rate.
Your rates on Billing shows the rate card for the organisation. A call is priced by every component it uses, added together: call handling plus the model, plus speech synthesis or transcription where a pipeline model needs them. The panel shows that one-minute realtime-model total first, then lists the rest by section.
Every movement, including usage, top-ups, plan credits and refunds, appears in the Ledger tab on Billing, with a running balance after each entry. That is where the authoritative balance is recorded; the Usage page shows volumes, not charges.
Topping up
The button is on the page header and on the Credit balance card.
Preset amounts range from £25 to £250. The modal shows the credit, the VAT and the total before payment. The balance is credited the amount picked, the payment method is charged the amount plus VAT, and the Ledger records both.
Payment is a Stripe-secured form accepting cards, Apple Pay and Google Pay. The balance updates as soon as Stripe confirms, usually within a few seconds.
Saved payment methods live under Payment methods on the same page, where a card can be added, removed, or marked as the default.
Auto top-up
The Auto top-up card on Billing has a toggle and three amounts: When balance below, Top up by, and an optional Monthly limit. When enabled and the balance dips under the threshold, the default payment method is charged automatically for the top-up amount, plus VAT like any top-up.
The monthly limit caps what automatic top-ups can add in a calendar month. Left empty, there is no cap. With a limit set, an automatic top-up that would take the month's total over it is skipped, and the low-credit email explains why. Top up manually or raise the limit, and automatic top-ups resume on the 1st. Manual top-ups never count towards the limit, and the card shows how much of it this month's automatic top-ups have used.
Auto top-up is not instant, so the threshold needs some headroom above zero where call volume varies sharply. Pay-as-you-go accounts get it pre-configured at signup. See Choosing how you pay.
The hard stop at zero
At zero, calls stop. Agents stop answering new calls until credit arrives, whether from a top-up or a plan renewal. The model is prepaid, with a hard stop. No amount of calling can take the balance past zero.
Nothing else changes when credit runs out. Agents, numbers, knowledge, call history and settings stay exactly as they were, the dashboard remains fully usable, and a top-up or plan change can happen at any point.
Credit that rolls over
Unused credit rolls over into the next month, capped at one month's credit. A quiet month is not wasted, but credit cannot accumulate indefinitely.