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Payments, charges & credits

Pending payments, unexpected charges, balances, and purchase questions.

By Rajeh

• 24 articles

Why am I being charged after upgrading from Free?

Moving a team to Pay-As-You-Go changes how its real numbers are funded. The real number previously included for free becomes paid from its next billing window. Upgrading does not keep a permanent free-number allowance, and the team cannot switch back to Free. Review the selected team and the number's billing window before treating a charge as unexpected. Testing numbers remain simulated. If a charge does not match the displayed usage, report the date, amount, and billing reference to support; do not delete the number to dispute it.

Last updated on Oct 04, 2026

Why did my upgrade not finish after payment?

A checkout page or a bank debit alone does not confirm that the team upgrade completed. The payment must be confirmed and applied to the intended team's purchase. A zero-value Card or PayPal check buys no credits; a paid verification purchase adds its credits once confirmed. Check the team's billing mode and the existing purchase status before paying again. Confirm that the business and consent requirements were completed by an owner or administrator. If the payment succeeded but the team remains Free, send support the purchase reference, time, and amount. Remove full payment credentials from any receipt you attach.

Last updated on Oct 04, 2026

Why have my purchased credits not appeared?

Credits are added after a purchase is confirmed, not merely after opening checkout or generating payment instructions. A purchase can remain pending while the payment provider has not confirmed it. Credits also belong to the team selected for that purchase. Check that team's purchase and transaction history. If your bank shows a completed payment while the purchase remains pending, contact support with its reference, payment time, and amount. Avoid creating another purchase for the same payment until its status is clear. Do not share card details, passwords, or payment authorization codes.

Last updated on Oct 04, 2026

Why does my balance history differ from my payment history?

Balance history includes credit purchases, usage, grants, and adjustments. Payment history records purchases and their payment status. A credit grant is not a card payment, and a balance adjustment does not by itself mean a refund was sent to your bank. Compare the same team, date range, amount, and reference across both views. If an entry remains unexplained, ask support about that specific transaction rather than sending your entire account history. Include the date and reference, with financial and customer details removed from screenshots.

Last updated on Oct 04, 2026

Why did my monthly bonus not increase after a credit grant?

Monthly purchase-bonus progress is based on confirmed credit purchases in the UTC calendar month. Grants and referral rewards are not purchases. Spending credits does not reduce that month's purchase progress, and the existing balance carries over separately. Check the purchase confirmation time and the month shown in Billing. A payment made near a month boundary can belong to a different UTC month from your local date. If a confirmed eligible purchase is missing, send support its reference and amount. Do not make another purchase merely to refresh the progress display.

Last updated on Oct 04, 2026

Should I pay again if checkout failed or the payment is still pending?

First inspect the existing purchase. A browser timeout does not establish whether the provider accepted the payment. Starting a second checkout can create another purchase while the first is still being resolved. Use the purchase's available status or recovery action and compare it with your bank's result. If the two disagree, contact support with the existing reference and the time of the attempt. Keep the receipt, but remove sensitive payment information before sharing it. Do not repeat an uncertain payment solely because the confirmation page failed to load.

Last updated on Oct 04, 2026

What should I do about a charge I do not recognize?

Compare the charge with purchases, automatic top-ups, and add-on renewals for the correct team. Other authorized team members may have made the purchase. A bank description alone may not identify which team or purchase it belongs to. Ask support to investigate using the date, amount, currency, and purchase or bank reference. Explain which entries you already checked. Do not send a full card number, bank password, or authorization code. If you suspect the payment account itself was compromised, also use your bank or payment provider's security process.

Last updated on Oct 04, 2026

Why did my credits decrease when I was not sending messages?

A real number's paid billing window is distinct from the number of messages you send. Keeping a paid number active can consume credits even when you are not sending traffic. Other chargeable actions and purchases are shown separately in the team's history. Review the entries for the relevant period and number. Stopping a number prevents new active windows; it does not pause or refund a window already purchased. If you cannot match a deduction to the displayed activity, give support the transaction reference and time rather than reconnecting or deleting the number.

Last updated on Oct 04, 2026

Why did automatic top-up run, or why did it fail to run?

Saving a card does not turn on automatic top-up. Threshold top-ups have their own settings; scheduled Pix or UPI purchases are separate. Check the selected team, enabled rule, threshold, and recent purchase status before changing the setup. A pending or failed purchase needs its own status review. Disabling future automatic purchases does not cancel a payment already in progress. If the rule and balance do not explain the result, send support the relevant time and purchase reference. Avoid manually paying the same uncertain purchase a second time.

Last updated on Oct 04, 2026

How can I ask about a refund or duplicate payment?

Contact support with the purchase references, dates, amounts, and the reason for the request. For a suspected duplicate, identify both purchases and explain whether your bank shows two completed payments or only a pending authorization. A support request does not itself approve a refund. Review depends on the purchase and applicable terms; a credit adjustment and a bank refund are different outcomes. Keep using the existing conversation for follow-up. Do not delete the team or send full payment credentials while the request is being investigated.

Last updated on Oct 04, 2026

Why can I not open a receipt or the billing portal?

Billing-portal links are temporary. Reusing an old tab, bookmark, or shared link can fail after it expires. Billing actions also require the right team and an authorized account role. Open Billing in the Console and request a fresh portal session for the intended team. Use the relevant purchase entry when looking for a payment document. If the new session still fails or a confirmed purchase has no expected document, report its reference and the visible error. Do not forward a private portal link to support or another person.

Last updated on Oct 04, 2026

Why is an add-on still available after I canceled renewal?

Canceling renewal stops the next renewal; it does not immediately remove benefits already paid for. Those benefits continue until the end of the paid period shown for the add-on. Cancellation is different from a refund request. Check the add-on's renewal state and period end in the correct team. If renewal still appears enabled after a confirmed cancellation, contact support with the add-on and time of the action. Do not purchase a second copy to change its status. Ask separately about an unexpected renewal charge, including its purchase reference.

Last updated on Oct 04, 2026

Why has Forecast not bought credits for my team?

Where Forecast is available, it buys toward your saved coverage target only when coverage falls below your trigger. It also needs paid-number demand, an eligible saved payment method, authorization, and enough monthly budget for a minimum refill. Selecting its tab does not save or enable it. Check the saved policy and the latest action notice in Billing. No paid demand or enough existing coverage means no purchase is needed. If a payment is already unresolved, review that purchase rather than enabling another top-up. Report a conflicting estimate and status to support with their time.

Last updated on Oct 04, 2026

Why does Forecast say the monthly cap is reached before I spent that amount?

The Forecast cap includes tax and unresolved automatic payments as well as confirmed Forecast purchases. An uncertain payment reserves budget until resolved, including across a UTC month boundary. The cap is different from your credit balance and number-spending limits. Check the preview's remaining budget and any pending payment. A remaining amount smaller than the minimum tax-inclusive refill cannot fund a purchase. Review the cap or buy credits manually if needed; a manual purchase is separate from the Forecast cap. Ask support about an unexplained reservation using the existing purchase reference.

Last updated on Oct 04, 2026

Why did a Forecast refill give less coverage than my target?

A target is not a promise to exceed your authorized monthly spending cap. If the remaining budget funds only part of the target, the preview shows shorter coverage. Paid-number prices, reserved credits, known credit expiry, and funding priorities affect the estimate. Compare the confirmed purchase with its preview and your current paid demand. Forecast does not keep making repeated purchases in the same funding episode when the refill cannot restore coverage above the trigger; it asks you to act. Review the notice and cap or top up manually. Send support the reference if the credited purchase differs from its confirmed result.

Last updated on Oct 04, 2026

Why is Forecast unavailable for Pix or UPI?

Forecast needs an eligible saved card or PayPal payment method for variable refills. Pix and UPI use approved fixed-amount schedules or manual purchases instead. Seeing the Forecast option does not mean the selected payment method supports it. Use Scheduled or Manual for that method, or review switching the automatic agreement to an eligible card through Billing. A manual card purchase does not change the agreement used for automatic charges. If Billing reports that the saved method is no longer available, update it and review the Forecast settings before saving again.

Last updated on Oct 04, 2026

Why did a payment finish after I disabled automatic top-up?

Disabling automatic top-up stops new purchases under that setting. It does not erase an existing payment or stop its confirmation from being processed. A payment already accepted can still settle and add the purchased credits. Check the purchase reference and when it began relative to the settings change. Scheduled payments have their own cancellation in the billing portal. If a new automatic purchase started after a confirmed disable, report both times and the reference to support. Do not assume a completed credit purchase disappeared because you changed the policy.

Last updated on Oct 04, 2026

Why did using another card not change my automatic payment method?

The card selected for a manual credit purchase applies to that purchase. It does not replace the payment method on an existing Forecast or scheduled-card agreement. Those settings intentionally have a separate automatic payment method. Review that method in Auto-top-up settings. Where available, Use another card there opens an agreement update rather than a credit purchase; an overdue agreement needs recovery through the billing portal. If the update completed but future charges still show the old method, contact support with the update time and masked card details, never the full card number.

Last updated on Oct 04, 2026

Why can I not see a card another team member saved?

Your saved cards are resolved for your signed-in payment identity. Being a member of the same team does not expose another person's saved-card list. The team's automatic payment agreement and your personally saved cards are different things. Confirm the account and payment method selected in Buy credits. Use another card for your manual purchase if the intended method is not in your list. To change automatic charges, use the agreement's own controls. If your own expected card is missing, ask support using only the brand, last four digits, and relevant purchase reference.

Last updated on Oct 04, 2026

Why did a payment-method check add no credits?

A zero-value card or PayPal check confirms a payment method; it is not a credit purchase. Updating the card on an automatic agreement also does not buy credits or trigger purchase rewards. A 100-credit Pix or UPI upgrade verification is a separate paid purchase. Check whether you chose a check-only action or an actual credit amount. Compare the completed receipt with Billing before assuming credits are missing. If a confirmed paid purchase was recorded as only a method check, contact support with its reference and amount. Do not repeat checkout simply to make a zero-value receipt grant credits.

Last updated on Oct 04, 2026

Why was I charged immediately when I set up a scheduled top-up?

A scheduled top-up collects its first pack when you approve the recurring checkout. Later payments follow the approved frequency, rather than waiting for your balance to fall. Card and Pix can offer weekly or monthly schedules; UPI is monthly. Check the pack, frequency, and next payment date in Billing. During upgrade, this first scheduled purchase replaces a separate starting purchase. If the amount or frequency differs from what you approved, contact support with the schedule and purchase references. Do not start a second schedule while the first confirmation is unresolved.

Last updated on Oct 04, 2026

Why do scheduled payments continue after I turned off Forecast?

Forecast and a fixed scheduled top-up are separate authorizations. Disabling Forecast does not cancel a schedule. A schedule buys its approved pack at each due date even when the balance is already high. Open the scheduled top-up's Change or cancel action or the billing portal and confirm its cancellation there. Changing the pack or frequency requires canceling the existing schedule and approving a new one. If a payment began after confirmed cancellation, send support the schedule reference and both times. An already-started payment needs its own status review.

Last updated on Oct 04, 2026

Why can I not buy the small verification amount again after upgrading?

The 100-credit verification purchase is an upgrade exception, not the regular minimum for later top-ups. After upgrade, Manual, Scheduled, and Forecast purchases use their regular minimums: $7.50, R$15, or ₹300 before applicable tax. Check whether you are in the upgrade checklist or Buy credits. The amount shown in checkout is the final payment, including tax. Selecting a verification shortcut during upgrade changes the top-up choice; it does not charge you by itself. If an amount shown in Billing conflicts with checkout, stop and report both amounts and currency to support.

Last updated on Oct 04, 2026

Why have launch-offer credits not appeared after my upgrade?

Launch credits depend on the team's and account's eligibility and completion of the offer's requirements. They are applied automatically when eligible; there is no separate claim step. A payment-method update alone is not a new qualifying credit purchase. Review the offer progress shown during upgrade. Eligible Pix or UPI teams need a confirmed starting purchase of at least 100 credits; the first scheduled purchase can count. If Billing shows completed requirements but no offer credits, ask support with the team and purchase reference. Do not create another team or repeat payment to force eligibility.

Last updated on Oct 04, 2026