Billing

What you see vs what your provider sees

You're billed by your service provider, not by us. Your billing UI shows what you owe them, not the underlying platform costs.

This chapter covers what's visible to you. Your provider may have additional billing terms / discounts / arrangements not visible here.

Where billing lives

Top nav → Billing (Tenant Admins only; Users don't see this).

The page typically has these sections:

• Subscription Summary
• Usage This Period
• Payment Methods
• Invoices
• Payment History

Subscription Summary

Shows:

• Plan name — your subscription tier (e.g., "Professional", "Pay As You Go")
• Status — Active / Trial / Suspended
• Billing model — Flat Rate or Pay-As-You-Go
• Monthly fee (if Flat Rate)
• Current billing period — start and end dates
• Next invoice date

Usage This Period

For Flat Rate plans:

• Extensions used / included
• DIDs used / included
• Minutes used / included
• Overage charges accruing (if any)

For PAYG plans:

• Extensions × per-extension rate = $X
• DIDs × per-DID rate = $Y
• Minutes × per-minute rate = $Z
• Total estimated this period = $X + Y + Z

Payment Methods

Saved cards or ACH accounts:

• Card — last 4 digits, expiration, brand
• Default indicator (the one used for auto-pay)
• Actions — Set as Default / Delete

Adding a payment method

Click Add Payment Method. A Stripe Elements modal opens. Enter card details. Click Save.

Card data goes directly to Stripe; we don't store it.

Removing a payment method

Click Delete on the row. If it's your default and your only method, you'll need to add another first or auto-pay will be disabled.

Auto-pay

Toggle in the Payment Methods section. When enabled, your default payment method is automatically charged when an invoice is issued.

Most tenants enable auto-pay. Avoids missed invoices and avoidable suspensions.

Invoices

List of every invoice your provider has issued, with:

• Invoice number
• Issue date
• Due date
• Amount
• Status (Sent, Paid, Overdue, Cancelled)
• Actions — View Detail, Download PDF, Pay Now (if unpaid)

Click any invoice to see line items.

Invoice detail

Each invoice shows:

• Header — invoice number, dates, billing period
• Line items — every charge:
  • Extensions × monthly rate
  • DIDs × monthly rate
  • Per-minute usage × per-minute rate
  • One-time charges (setup fees, etc.)
  • Tax (if applicable)
• Totals — subtotal, tax, total, paid, balance due

Downloading

Click Download PDF. Branded with your service provider's logo. Use for accounting / tax purposes.

Paying an invoice

Click Pay Now on an unpaid invoice. Form:

• Amount — defaults to balance due; can pay partial
• Payment Method — pick a saved card or add new

Click Pay. Charge processes via Stripe (a few seconds). Status updates to Paid (or Partially Paid for partial payments).

Receipt emailed to you and your billing email automatically.

Payment history

Lists every payment you've made:

• Date
• Amount
• Method (which card)
• Invoice it was applied to
• Status (Succeeded / Failed / Refunded)

Suspended state

If you stop paying, your provider's auto-suspension policy will eventually kick in (typical: 14 days past due). Your tenant status flips to SUSPENDED:

• Inbound calls fail or get a "service interrupted" message
• Outbound calls are blocked
• You see a billing-suspension page when you log in

To restore service: pay the outstanding invoice(s). Service usually resumes within minutes of payment processing.

If you're going to be late, contact your provider before the due date. Most providers will work with you on payment plans, especially for established customers.

Disputed charges

If you see a charge you disagree with:

1. Open the invoice and review line items
2. Cross-reference against Call History (if disputed item is per-minute usage)
3. If there's a real discrepancy, contact your service provider with the invoice number and the line item in question

Don't initiate a chargeback through your bank as a first step — that triggers Stripe disputes that are messy for everyone. Talk to your provider first.

Refunds

Your provider can issue refunds via the platform. After they process one:

• The refund appears as a negative line on your account
• It applies to the next invoice as a credit, OR
• It's refunded to the card that paid (depending on your provider's preference)

You'll see it in Payment History as a refund row.

Common questions

"Why is my bill higher this month?" Compare to last month's invoice (Invoices list). Common causes:

• More minutes used (peak season, higher call volume)
• Added extensions or DIDs
• Hit overage thresholds on a flat-rate plan

"What does the per-minute rate apply to?" Both inbound and outbound talk time, billed in 6-second increments (typical). Doesn't include ring time or hold time on your side.

"My card was declined. What now?"

1. Check that the card has funds and isn't expired
2. Update the card in Payment Methods
3. Re-attempt the failed invoice (Pay Now)
4. If the issue persists, contact your service provider — they may need to verify with Stripe

"How do I get a tax invoice (for VAT/GST)?" PDF invoices include tax line items if your service provider has tax jurisdictions configured. If you need additional tax detail, request from your provider directly.