Billing Issues

This guide covers the most common billing questions and problems on Volume Reach. Find the issue that matches your situation.

Wallet Ran Out Mid-Campaign

Problem: Your campaign stopped dialing or sending because your wallet balance hit zero.

Solution: Volume Reach campaigns pause automatically when your wallet is depleted — no calls or messages will go out until funds are added. Your campaign will resume as soon as your balance is restored.

Go to Billing > Wallet and add funds to continue.
To prevent this from happening again, set up Auto-Recharge under Billing > Auto-Recharge. Auto-recharge automatically tops up your wallet when it falls below a threshold you choose, so campaigns run uninterrupted.

See Wallet and Auto-Recharge for setup instructions.

Charged More Than Expected

Problem: Your usage charges are higher than you anticipated.

Solution: Volume Reach tracks up to 10 billable usage metrics. Understanding how each one is calculated can clarify why your bill looks the way it does.

Key things to know:

Connected minutes are rounded up. A call that lasts 61 seconds is billed as 2 minutes. This is standard practice across telephony services.
Dial attempts are billed even if no one answers. Every time your campaign places a call — whether it connects, rings without answer, or hits voicemail — a dial attempt is counted. If your campaign dials thousands of numbers, dial attempt charges will reflect that.
There are 10 billable metrics in total, including AI dial attempts, AI connected minutes, human dial attempts, human connected minutes, inbound minutes, SMS credits, inbound SMS, AI SMS replies, voicemail drops, and ringless voicemails. Any combination of these may appear on your bill depending on how you used the platform.

To review a full breakdown of your usage, go to Billing > Usage. You can filter by date range to see exactly what was consumed in any given period.

For a detailed explanation of each metric and its pricing, see Understanding Your Bill.

Payment Is Failing / Can't Load Wallet

Problem: You are trying to add funds to your wallet or update your payment method but the transaction is being declined or the page is not working.

Solution:

Verify your card details are correct. An expired card, wrong billing address, or incorrect CVV are the most common causes of declined payments. Go to Billing > Payment Methods and review the card on file.
Try a different card. If your primary card is being declined, add a different payment method to see if that resolves the issue.
Contact your bank. Some banks block online transactions from new or unfamiliar merchants. Contact your bank or card issuer to authorize the charge and try again.
If none of these steps resolve the issue, contact our support team.

Cannot See Usage From Before My Plan Change

Problem: After upgrading or changing your plan, usage history from before the change appears to be missing.

Solution: Your full usage history is preserved — nothing is deleted when you change plans. If you cannot see older usage:

Check the date range filter in Billing > Usage. The default view may be set to the current billing period. Adjust the date range to include the time period you want to review.
Usage is recorded per billing period. If you changed plans partway through a month, you may need to select the previous billing period from the filter to see that activity.

Unexpected Phone Number Charges

Problem: You are being charged for phone numbers that you did not expect to be billed for.

Solution: Each Volume Reach plan includes a set number of phone numbers at no extra cost. Any numbers beyond your plan's allocation are billed at $2 per number per month.

Go to Settings > Phone Numbers to see how many numbers are on your account.
If you have numbers you are not actively using, releasing them will stop the recurring charge.
Check your plan's included number allocation under Billing > Plan to understand your limit.

Requesting a Refund

Problem: You would like a refund for wallet funds or charges.

Solution: Contact our support team to discuss your situation. A few things to know:

Unused wallet balance is subject to our inactivity policy. Wallet funds that have not been used in 12 months expire. We recommend using Auto-Recharge with a moderate minimum balance rather than loading large amounts at once.
For questions about specific charges or to request a review, reach out via the in-app chat or email support with your account name and the charge in question.