Phone Billing & Credits

How Phone Billing Works

Phone services are billed separately from your core CRM subscription. Your CRM plan covers the main platform, while phone numbers, voice calling, SMS messaging, and compliance fees each have their own billing components.

Tips

• Treat CRM billing and phone billing as separate parts of your account
• Check the billing summary before buying a number, credits, or registering A2P

Important notes

• Phone services are not included in Starter, Pro, or Studio by default
• Phone-related charges can continue even if you change your CRM plan, unless you cancel the phone service itself

Phone Number Charges

Each business phone number has its own recurring charge. Buying a number activates that line for your studio and lets you configure calling, routing, and messaging features for that number.

1. Buy a number

   Go to Phone Numbers and purchase the number you want to use for your business.

2. Review the recurring cost

   Before checkout, review the monthly price for that specific number. Different number types or regions may have different prices.

3. Keep only active numbers you need

   If you no longer need a number, release or cancel it so recurring charges stop according to your billing terms.

Tips

• Label each number by role, such as Sales, Main Line, or After Hours, so billing stays easier to review
• Keep a small, intentional number inventory to avoid paying for unused lines

Cancel or Release a Phone Number

Phone number cancellation and release actions live in Billing & Credits so you can manage subscriptions in one place. Use Cancel Subscription when you want a separately billed number to stay active until billing ends. Use Release Number only when you want that number removed immediately. If a bundled SupaBook plan ends, every phone number included in that canceled plan is released automatically.

1. Open Billing & Credits

   Click Billing & Credits in the sidebar (Communications Billing & Credits).

2. Open Billing Settings

   Stay on Voice Credits, then open the Billing Settings tab.

3. Find Phone Number Billing Actions

   Scroll to the Phone Number Billing Actions section and locate the number.

4. Cancel Subscription (period end)

   Click Cancel Subscription to schedule the cancellation at the end of the billing period. The UI will show the period end date and grace end date.

5. Release Number (immediate)

   Click Release Number to remove the number right away. This cannot be undone.

Tips

• If cancellation is already scheduled, the button may show as Cancellation Scheduled
• Billing Settings shows the recurring A2P compliance fee ($3.00/month per active campaign) for visibility only — to cancel a campaign, go to Phone Numbers → Messaging and use Cancel Campaign on the active campaign
• If you do not see Billing & Credits, your role or Permission Set may not allow billing access

Important notes

• Releasing a number is permanent. You may not be able to get the same number back.
• Canceling a bundled SupaBook plan automatically releases every phone number linked to that plan when the subscription ends.
• If your studio releases its last active phone number, related A2P campaign and brand registration are automatically canceled.
• Releasing a number does not provide a prorated refund for remaining time in the billing period.

Voice Credits and Calling Costs

Voice usage is funded separately from your CRM plan. Calls consume balance based on the AI engine and calling activity you use, so keeping credits available is important before putting a voice agent live.

1. Open Billing & Credits

   Go to the phone billing area and review your current voice balance, usage, and purchase history.

2. Purchase more voice credits

   Use the Purchase Credits section to add more balance before your agents run low.

3. Turn on auto-recharge

   Enable automatic top-ups when your voice balance falls below a threshold so your phone system does not stop unexpectedly.

Tips

• Voice credits are best monitored before launches, campaigns, or peak call periods
• If you use more advanced AI or premium voice features, budget for higher per-minute usage costs
• Recording charges are separate from talk-time usage: recorded audio is billed at $0.02 per recorded minute
• Recording storage is included during retention and playable media is automatically deleted after expiry
• Forwarded calls also use credits — when a call is forwarded to your personal phone via the Call Forwarding Number, it still costs credits per minute at the base rate (lower than AI calls since no AI engine or premium voice is used)
• Browser Calling (answering in the app) does not use voice credits — only forwarded and AI-handled calls do

Important notes

• Running out of voice balance can interrupt live AI phone coverage
• Voice charges are separate from phone number charges and separate from SMS credits
• Recording retention is tier-based (Flex 7 days, Pro 30 days, Business 90 days, Enterprise 365 days)
• If a phone subscription remains past due beyond the grace window, outbound calling is temporarily restricted until billing is updated

Plan Limits

The Plan Limits area shows what is included in your current phone-related setup and what is billed separately. This helps you see your active balances, included usage, and when you may need to buy more credits or upgrade a phone-related service.

1. Open the Plan Limits view

   Go to Billing & Credits and open the Plan Limits tab to review your current phone balances and limits.

2. Review included vs separate billing

   Use this area to understand what is included in your active phone setup and what still requires separate charges, such as phone numbers, SMS credits, voice credits, or compliance fees.

3. Watch for low balances or limit warnings

   If you are nearing a limit or running low on balance, top up credits or adjust your setup before calls or texts are interrupted.

Tips

• Use Plan Limits as your first stop when you need to understand why a phone feature is unavailable or paused
• Compare Plan Limits with your credit balances so you know whether the issue is included usage, low balance, or a missing add-on
• CRM-only plans do not include bundled phone service by default. Suite plans can include one local number plus monthly voice/SMS allowances

Important notes

• Plan Limits does not replace the Compliance Billing Summary for A2P fees
• If a limit looks correct but calls or texts still fail, also check number setup, A2P status, and available credits

SMS Credits and Messaging Costs

SMS uses its own credit balance. Texting charges are separate from voice usage, and US messaging may also require approved A2P registration before delivery is trusted.

1. Review your SMS balance

   Open the SMS Credits area to see your current credit balance and recent purchases.

2. Buy SMS credits when needed

   Purchase more SMS credits before sending campaigns, reminders, or higher-volume follow-up messages.

3. Register A2P for US messaging

   If you text US recipients from a US long-code number, complete A2P registration first to reduce filtering and compliance issues.

Tips

• Monitor segment usage if you send longer texts or include media
• Keep opt-in records organized so your message activity matches your approved registration

Important notes

• SMS credits are not the same as voice credits
• A funded SMS balance does not replace A2P registration requirements for US messaging

Compliance Billing Summary

Compliance-related charges, such as A2P registration fees, appear separately from your phone line and usage balances. This makes it easier to see what is a one-time setup fee, what is recurring, and what belongs to day-to-day messaging usage.

1. Open Messaging Compliance

   Go to the compliance area for your phone setup.

2. Review the Compliance Billing Summary

   Use the billing summary to confirm brand registration fees, campaign registration fees, and any recurring monthly campaign fees before checkout.

3. Separate compliance from usage

   Remember that compliance fees are not the same as SMS credits, voice credits, or your recurring phone number cost.

Tips

• Use the billing summary as your final source of truth before paying compliance charges
• Keep compliance fees in mind when budgeting for a new messaging rollout