Top up your wallet and read your transactions

Your wallet is a balance on the account. Anything paid per use – a text, a call minute, a phone number, email past your allowance, AI, add-ons – is taken from it as it happens, and each charge is listed. When the balance runs out, paid-per-use things stop rather than running up a bill.

Before you start

• You are an owner or admin of the business.
• A card to pay with.

Steps

1. Open Settings › Billing & wallet, or press the balance in the top bar of any page.
2. Find the Wallet card. It shows your balance and how much was spent this month.
3. Choose an amount: $10, $25, $50 or $100.
4. Press Top up (the button shows the amount you chose). It says Opening… while the payment page loads.
5. Pay on the secure payment page.
6. You come back to Billing & wallet. The new balance shows on the Wallet card and in the top bar, and the payment is listed under Transactions as Top-up.

Read your transactions

The Transactions card lists every movement, newest first. Each line shows:

• what it was for, for example a Top-up, a text and the number it went to, a phone number, AI use, or an Add-on renewal;
• when it happened;
• the amount, with a minus sign for money taken and a plus sign for money added;
• the balance left after it.

What happens next

Charges come out of the new balance straight away. There is no automatic refill yet: the Automatic refill card says "Top up by hand using the button above." Keep an eye on the balance in the top bar, especially before a large send.

For agencies

A client whose usage you pay for sees "— billed to your agency" beside their spending, and no Top up button. If you resell usage to a client and your Stripe is connected, their top-ups are paid to your own Stripe account and credited to their wallet.

For clients of an agency

If your agency pays your usage, your Wallet card shows what was spent, with "billed to your agency", and there is no Top up button: your agency tops up. If you pay for your own usage, the steps are the same, and the payment page may be in your agency's name.

Troubleshooting

"Couldn't start that top-up." The payment page could not be opened. Wait a moment and try again. If you are a member, ask an owner or admin: only they can top up.

My card was declined on the payment page. The decision is your bank's. Try another card, or ask your bank to allow the payment.

The balance dropped faster than expected. Read Transactions. A long text is sent in several parts and each part is charged, and a monthly add-on or phone number renews on its own date.

"Your balance is empty. Top up under Billing & wallet to send texts." Texts, and anything else paid per use, stop when the wallet is empty. Top up and send again.

"Not enough balance for this" Something you started costs more than your balance. The window shows the cost and your balance. Top up, then try again.

"Couldn't load your wallet." Reload the page. If it stays, see Tell support about a problem.

Related

• What your wallet pays for
• Buy an add-on when you reach a limit
• Find your invoices and update your card