Usage and invoices

Your account is measured five ways. Your plan can price any mix of them, so what you pay depends on your agreement, but what is counted is the same for everybody.

Owners, admins and viewers can see this page, under Settings → Usage.

The meters#

The first three are per conversation and each happens at most once. The last two are per message, so one call can count several.

These are billing counts, and two of them differ from the numbers in Insights:

• Minutes on the Usage page are connected time, not rounded. Your invoice rounds each call up to your plan's increment, so its minutes can be a little higher.
• Calls answered is not the same as connected in Insights. Answered leaves out spam and hang-ups during the opening, and counts a call where the caller never spoke only once it lasts 10 seconds.

Conversations that booked a tour is the same "booked" as Insights: a conversation that made a confirmed booking, counted once, and not undone by a later cancellation.

What does not count#

Details worth knowing:

• A transferred call bills minutes only up to the moment of the transfer.
• A tour that is cancelled later stays billed, unless your plan sets a grace window in which a cancellation earns a credit. Check your agreement. A call earns the credit once, however many tours it booked, and a tour that was moved to another time earns nothing: the caller still has a tour. When one call booked two tours, the grace window runs from the first one.
• On the rare call our system lost track of mid-call, minutes are billed up to the last thing that was said on it that we recorded, or not at all if nothing was recorded. We never bill more than the call record shows.

Reading the page#

This period names the dates and shows each meter. Each card says how much you used, how much is included in your plan, how much is billable and what that comes to.

By community and By number break the same figures down, so you can see which locations are busy and which numbers are quiet. If a number you expect to see is missing, it has had no calls this period.

Spend alerts#

Optional. Switch on Email the account owners when spending reaches the budget, set a Monthly budget, and choose the thresholds — 80% and 100% by default.

Your plan and how you pay#

The Billing page, under Settings → Billing, shows what your plan includes and costs: the monthly fee, how many phone numbers you can have and what each costs, each meter's included amount and price, any monthly credit, and the features you have. The prices are your own: if we agreed prices with you, you see those, marked Your own pricing.

The account owner can add a card or change it. Cards are handled by Stripe; we never see the number. With a card on file, each invoice is paid by it. Without one, each invoice is emailed to you to pay.

To move to another plan, the owner picks it under Plans. If your account was set up by our team, choose Ask about on the plan you want instead: we get in touch, and nothing changes until we do.

Invoices#

Invoices are on the Billing page, one per billing period, newest first. Each shows whether it is Due, Paid or Void. Open one to see its lines: each meter, the monthly fee, the per-number fee, and any adjustments or credits, with the per-community breakdown. Pay this invoice opens Stripe's page to pay one that is due; Receipt and PDF opens the same page for one that is paid.

An invoice appears here once it is issued. While we are still preparing it, it is not shown.

Your first invoice appears after the end of your first billing period, so a new account sees No invoices yet — that is expected.

An issued invoice never changes#

Once an invoice is issued, its lines are final. Anything that changes an earlier period afterwards goes on your next invoice instead, labelled with the period it belongs to:

• A correction we record for an earlier period reads Adjustment for Aug 1, 2026 – Aug 31, 2026, … with its reason.
• A cancellation inside your grace window that happens after the invoice for its period was issued reads Credit for Aug 1, 2026 – Aug 31, 2026: 1 booked call cancelled within 24 hours.

Each is billed or credited once, at the prices of the period it belongs to.

Discounts#

A discount we give you appears as a named Discount line on the invoice. It is a cut in what you pay us, never an offer to your callers (those are your specials). Its dates are days in your account's billing time zone, UTC, like every billing date: it starts at midnight UTC on its first day and ends at midnight UTC after its last.

Reconciling a number you do not expect#

1. Is Include test calls doing what you think? Test calls never appear here, so a busy week of testing will not show up.
2. Filter Calls to the same period and the same community. The call list is the source of every figure here.
3. Remember the rounding. Twenty 40-second calls are twenty billed minutes, not thirteen.
4. Check which numbers belong to which community under Phone numbers; usage follows the number's community.

If the numbers still do not add up, send us the period, the community and one call you disagree with. Every usage event is recorded against a call ID and is never edited, so a correction is always traceable.