Subscription and billing

Two cards: a summary of what you’re on, and the editor where you change how many seats and phone numbers you pay for. Your card and invoices are one button away.

Billing

The summary.

Row	What it means
Subscription	The state of the subscription: active, trialing, past_due, canceled or incomplete
Seats	How many seats you’re paying for, and the price of one
Trial ends	Only while you’re on a trial
Renews	The date you’ll next be billed
Cancels	Replaces Renews once you’ve scheduled a cancellation — the date it stops, not the date it renews

Card & invoices — shown once you have a subscription — opens your payment details and invoice history in a new tab. If your browser blocks it you get a Pop-up blocked — click to open link instead. That’s all it’s for: seats and credits are changed here, not there, because only this screen can see how many phone numbers you’re actually using.

If the card reads Billing details unavailable, we couldn’t reach the billing system just then. Reload.

Plan

Where you change what you pay for. Both steppers can be typed into as well as clicked.

Seats

A seat is a person. The line under the heading reads {used} of {n} in use, with the per-seat price beside it, and the bar shows the same thing.

A seat is used by every member of your team who isn’t deactivated — admins included, and people you’ve invited who haven’t signed in yet. Deactivating a user under Users frees their seat immediately; reactivating them takes one back, and is refused if none is free.

You can’t set seats below the number of people using them. Plans otherwise start at one seat, including the founding tenant; its discount covers the first two seats but does not create a two-seat minimum. The stepper stops at the applicable floor and says why: You have {n} users, so this plan needs at least {n} seats. If you’re reducing, it says Reducing to {n} seats. Deactivate a user first if you need to go lower — you have {n}.

Extra phone-number credits

A credit is one phone number you own. The line reads {used} of {total} in use · {n} included with {n} seats, and under the bar: Every number counts — agent direct lines, your outbound pool, shared numbers and vendor numbers.

Credits come bundled with seats — 10 with each of your first five seats, then 5 for every seat above that — and you buy extras on top, in steps of five. That means 5 seats include 50 credits and 7 seats include 60. The included figure recalculates live as you move the seat stepper, which matters: dropping seats drops bundled credits with them.

Running out is a hard stop, not an overage. At the limit, buying another number is refused and tells you to add credits — the same way inviting past your seat count is refused.

Reducing seats never leaves an owned number uncovered. If the new seat count no longer bundles enough credits for all of your numbers, the card automatically adds exactly the missing extra credits and explains the adjustment before review. Those automatic credits are temporary staging: raising the seat count again removes them, while any credits you deliberately selected remain. If the required top-up is above the self-service maximum, Review change stays disabled and asks you to contact support to review the plan.

Confirming

A price preview sits at the foot of the card at all times, reading Monthly total. Changing either stepper reveals Review change and Discard edits and flips that label to New monthly total. Review asks Stripe for the exact prorated plan adjustment and opens a confirmation that itemizes that immediate invoice amount, old and new seats, included credits, extra credits (including the automatic portion), total phone-number capacity, numbers owned, the starting recurring monthly price, and the monthly increase or decrease before anything is submitted. Any existing Stripe account balance is applied when that invoice is collected.

When the change adds capacity, the saved payment method is charged immediately for that prorated addition through the next first of the month. Added capacity appears only after payment succeeds; if payment fails, the plan is unchanged and the confirmation points you to Card & invoices.

Reductions are different because the phone-number provider does not refund a released number’s current-month rent. They are scheduled for the next first-of-month boundary (defined by Helix in UTC), with no current-month refund or credit. Current seats and number capacity remain usable until then. A mixed change can therefore add capacity now and schedule only its reducing portion for the boundary. That boundary also becomes the subscription renewal anchor, so lower capacity and the lower full recurring invoice begin together on the first.

While a reduction is scheduled, the card shows both plans and the effective date. Existing users and numbers keep working, but new invites and number purchases cannot exceed the future allowance. You can edit the scheduled target or choose Remove scheduled change; removing it leaves the active plan unchanged.

If Stripe cannot safely finish scheduling a confirmed change, the card marks it as needing attention. The active plan stays in place and no numbers are released, but the requested lower target remains reserved for new users and number purchases so usage cannot drift past the plan you asked for. Resolve it or use Remove scheduled change to clear that reservation.

Starting a subscription

If the account has no subscription, the Plan card offers one instead: This account is running without a subscription. Start one to set your seats and phone-number credits — until then you can’t invite users or buy numbers beyond what you already have. Pick a seat count, then Start subscription — checkout opens in a new tab, and the preview tells you how many credits that seat count includes. Checkout charges the prorated remainder of the calendar month, then the subscription renews on the first of each month.

Cancelling

Cancel subscription at the foot of the Plan card. It stops billing at the end of the period you’ve already paid for; you keep full access until then, and Resume subscription reverses it right up to the moment it takes effect. Once scheduled, the card says so: Your subscription is set to cancel on {date}. It stays active until then.

Your phone numbers don’t survive the end of the subscription

The confirmation says it, and it’s the part worth reading twice: after the subscription ends, your phone numbers are released and can’t be recovered. Resubscribing later gets you new numbers, not your old ones — and anyone still dialing an old number reaches nothing.

What a lapsed subscription stops

This isn’t a nag screen with a grace forever behind it. Once an account is no longer paid up:

• Campaigns stop dialing. Outbound simply doesn’t place calls.
• Inbound calls stop being answered. A caller dialing your number gets a normal carrier failure — no queue, no voicemail, no message.
• Agents get taken off ready. Anyone sitting ready is moved to paused, so they aren’t left staring at a screen that says ready while no call ever arrives.

A failed payment gets a short grace period before any of that bites, and a cancellation you scheduled runs to the end of the period you paid for. Number release comes later still — but it does come.