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Background & Purpose

How to navigate and use the Workspace Billing Portal to manage subscriptions, usage-based billing, wallet balance, transaction history, and card settings. Understanding this portal ensures there’s no disruption in service, provides full transparency into billing events.

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Step-by-Step Process

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1. Access the Billing Portal

  • From your workspace, go to Settings > Billing
  • You will see:
    • Card on file
    • Auto-pay toggle
    • Current subscription info
    • Wallet balance
    • Transaction history

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2. Understand Subscription vs Wallet

  • Subscription = Monthly recurring charge for platform access (plus extras like phone numbers or voice features)
  • Wallet = Prepaid balance for usage-based billing (e.g., calls, messages)
  • Usage charges are deducted from the wallet, not charged directly to your card each time

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3. Update Payment Info

  • Click “Update Card Info” to change the card used for refilling the wallet or paying subscription fees
  • Click “Enable Auto-Pay” to ensure your wallet refills automatically when it drops below a certain threshold
  • This prevents service interruptions during high-usage periods (like large call deployments)

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5. Add Wallet Balance Manually

  • If auto-pay is off, click “Add Balance” to manually fund the wallet
  • Funds are immediately available for usage billing
  • We recommend to always ENABLE AUTOPAY - this will help avoid disruptions

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6. Review Transaction History

  • Transactions are categorized as:
    • Credit: Funds added to your wallet (manual or auto-pay)
    • Debit: Usage deductions (e.g., $0.05 for a message)
  • This history acts as a ledger and shows every charge and refill

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7. Download Invoices

  • For credit transactions, click “Download Invoice” to access a PDF of the charge
  • Includes full metadata (Stripe ID, reference info)

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8. Trace Usage Events

  • Each debit transaction includes an event link (e.g., call or message)
  • Click the link to open the original event in a new tab and verify the charge (e.g., call duration, usage type)
  • Click 3 dots (…) to open event and capture more information

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9. Review Sub-Account Level Charges

  • Sub-account actions (like adding phone numbers or voice features) roll up to the main workspace billing
  • You can:
    • See all numbers added under the Subscription section
    • View associated sub-accounts for each item
    • Repeat for Voice Knowledge Bases

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FAQs

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Q: What’s the difference between a subscription and the wallet?

A: Subscription = platform access + add-ons. Wallet = pay-as-you-go usage.

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Q: Why am I seeing lots of tiny charges?

A: Those are usage debits from your wallet, not your card. Your card is only charged when adding balance.

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Q: How do I stop my wallet from running dry?

A: Enable auto-pay to auto-refill your wallet below a certain threshold.

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Q: How do I trace where a charge came from?

A: Click the event link in the transaction history to see the specific call/message.

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Q: Can I download invoices for charges?

A: Yes, invoices are available for all credit (card) transactions.

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Key Recommendations

  • ✅ Always enable auto-pay to prevent service disruptions
  • ✅ Monitor wallet balance regularly for usage patterns
  • ✅ Download invoices for accounting and record-keeping
  • ✅ Use event links to trace and verify charges
  • ✅ Review transaction history to understand billing patterns