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Audience

  • Billing admins and workspace owners

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Prerequisites

  • Billing-capable role in workspace
  • Valid payment method for paid plans

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Subscription lifecycle

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1) Initial billing setup

  1. Open billing/subscription section.
  2. Add payment method and complete setup.
  3. Confirm active billing status.
Notes:
  • New workspaces are created without an active subscription.
  • Billing remains an explicit follow-up step, even after workspace creation succeeds.

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2) Plan updates

  1. Review current usage and required features.
  2. Select plan upgrade/downgrade action.
  3. Confirm effective date and resulting limits.

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3) Cancellation

  1. Open subscription settings.
  2. Select cancellation flow and confirm.
  3. Review access/feature impact after cancellation.

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4) Billing portal and invoices

  • Use billing portal for payment method and invoice history.
  • Review invoice details for accounting and support issues.

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5) Credit usage tracking

  • Monitor credit usage trends in billing surfaces.
  • Investigate sudden usage changes before invoice close.

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6) Credit pricing reference

The billing tab includes a credit pricing table that shows how many credits each action costs — an inbound call minute, an SMS, an email, a voicemail, and more. Use it to understand why your credits move, right where you review your usage, without leaving Settings. A few things worth knowing:
  • SMS is charged per segment. Every SMS costs credits for each segment it splits into, so a longer, multi-part message costs proportionally more than a short one that fits in a single segment.
  • Call handling is charged per minute, rounded to the nearest second.
  • Recordings, transcripts, and contact creation or updates are free — they’re included with your plan.
  • All prices are shown in Australian Dollars (AUD), and credits renew monthly.
The same figures appear on the subscription page, so what you see when choosing a plan matches what you’re billed.

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Common support questions answered

  • Why is a feature locked after plan change?
  • Where can I download invoices?
  • How do I update payment method?
  • Why did usage increase this cycle?
  • How many credits does an SMS or a call minute cost?

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Troubleshooting

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Plan change not reflected

  • Refresh workspace and billing pages.
  • Confirm plan change is completed (not pending).
  • Verify you are viewing the correct workspace.

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Payment method fails

  • Re-enter card details and billing address.
  • Retry in billing portal with updated method.

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Invoice or usage appears incorrect

  • Compare usage window/timezone and active features.
  • Export invoice details and collect evidence for support.
If unresolved, contact support@voqo.ai with workspace ID, invoice ID (if any), and timestamps.