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Overview

Every call you place or receive through Voxworks is billed on actual duration, with a handful of rules layered on top: a 60-second minimum, an order of operations between your plan’s minute credits and your Wallet Balance, and pre-flight checks that stop a call from starting if you can’t pay for it. This page explains those rules so the numbers you see on Settings > Billing make sense. Your subscription tier determines your included minutes and per-minute overage rate — see Plans, Tiers & Feature Gates for that. This page covers what happens at the moment a call is billed.

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Credits are used before your wallet

Every billable call — inbound or outbound — bills the first 60 seconds as a flat minimum, then per second on top of that for anything beyond it. Where the cost of a call comes from depends on your plan: For Trial and monthly-plan accounts, a billed call always draws down your minute credits first. Only once those credits are exhausted does the excess (“overage”) get charged to your Wallet Balance. Pay As You Go accounts skip credits entirely — every second of every call is charged straight to the wallet at your plan’s per-minute rate. This is why your Dashboard shows two different balances depending on your plan: PAYG accounts see a dollar-based Credit Balance ($) chart, while trial and subscription accounts see a minutes-based Credit Balance (Minutes) chart.

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When a call is blocked for insufficient funds

Before a call is created, Voxworks checks whether your account can actually pay for it:
  • Pay As You Go — the call is allowed only if your Wallet Balance is above $0.
  • Trial and monthly plans — the call is allowed if you have more than 60 seconds of minute credit remaining, or your Wallet Balance is above roughly $0.69, or your plan is unlimited.
If neither condition is met, the call is refused before it starts and you’ll see a message telling you to top up your account — for example, browser test calls that fail this check show “Insufficient wallet balance. Please top up your account to place calls.” The same check applies when scheduling a call from the Calls area. Batches apply the same either/or logic across the whole batch: before a batch launches (or before you add calls to a running one), Voxworks estimates the total cost and checks whether your remaining minute credits or your wallet balance covers it. If neither does, the batch is blocked with a message telling you to top up your wallet or increase your plan. See Batches: Overview & Lifecycle for the batch launch flow.

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Credits refresh on your billing anniversary — they don’t roll over

If you’re on Trial or a monthly plan, your minute credits reset to your plan’s full allocation on your account’s billing anniversary day — the same day your subscription renews. Any minutes you didn’t use in the previous cycle are not carried forward; the counter simply resets to the full allocation. The Billing page’s Current Subscription Plan card shows both Days left in cycle and your Minutes remaining so you can see how much of the current cycle’s allocation is left before it resets. Pay As You Go accounts have no credits and nothing to refresh. Trial minutes work differently: your 100 trial minutes are a one-time allocation for the 14-day trial, not a recurring monthly credit — see Free Trial for how the trial itself expires.

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Adjustments to already-billed calls

Occasionally a call’s recorded duration is corrected after it’s already been billed — for example, if the final duration from the call provider differs from what was billed in the moment. When that happens, Voxworks doesn’t re-bill the call from scratch: it calculates the difference between the original and corrected duration and charges or refunds only that difference.
  • If the corrected duration is longer, you’re charged the additional credits and/or wallet amount for the extra seconds only.
  • If the corrected duration is shorter, the extra credits and/or wallet amount you were charged for the seconds that didn’t happen are credited back.
These adjustments appear as their own entries in your Transaction History on the Billing page, described as an adjustment (or refund) tied to the original call, so your usage records always reflect the delta rather than a duplicate charge.

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Low-balance alerts

The Wallet Balance card on Settings > Billing shows a Low Balance badge once your balance drops below $10.00, so you can see at a glance that you’re close to running out of funds. If you’d rather top up automatically before that happens, Auto Top-up lets you set your own threshold and top-up amount — see Wallet & Top-Ups for how to configure it.

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Next Steps