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Audience

  • Billing admins and workspace owners

Prerequisites

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

Subscription lifecycle

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.

2) Plan updates

  1. Review current usage and required features.
  2. Select plan upgrade/downgrade action.
  3. Confirm effective date and resulting limits.
A plan change needs a card and a billing address on file. If either is missing, Voqo declines the change before anything happens to your current plan, and tells you which one to add under Manage Billing Info. When you upgrade, the new plan is charged first and starts straight away; your previous plan then ends and the unused part of it is credited to your account against your next invoice. If the charge fails, your current plan stays exactly as it was.

Plans you can choose

The subscription page shows three plans:
  • Pay As You Go — prepay for credits and top up as you use them. See Pay As You Go.
  • Sales Agent — $499 per month, including 29,900 credits. Additional credits cost $0.01 each. This is the recommended plan.
  • Office Plan — custom pricing for teams of five or more. Select Contact us to email our team about a volume discount.

If you’re on an earlier plan

Some customers subscribed to a plan we no longer offer, such as the $299 Sales Agent plan or the $799 Top Agent plan. If that’s you, your subscription page shows a note under the plans:
You’re on the original plan name plan (credits credits/month). It’s no longer offered to new customers, and your price stays the same.
  • Your plan and price stay the same. You keep your included credits for as long as you keep your subscription.
  • You don’t need to do anything. We won’t move you to a new plan automatically.
  • None of the plan cards is marked “Current plan”. Your earlier plan isn’t one of the cards, so the note shows your plan instead.
  • Choosing a new plan replaces your earlier plan. Selecting Upgrade on Sales Agent ends your earlier plan straight away. You can’t return to it afterwards, so the confirmation step tells you before you commit. To move a workspace to Pay As You Go, contact support.
  • To cancel without choosing a new plan, contact support.

3) Cancellation

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

4) Billing portal and invoices

  • Use billing portal for payment method and invoice history. Pay as You Go top-ups appear here as tax invoices.
  • Review invoice details for accounting and support issues.

5) Credit usage tracking

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

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.

7) Promotional credits

Voqo sometimes adds promotional credits to a workspace on a monthly plan, for example as a referral reward. You receive an email when it happens.
  • They pay for overage only. Your plan’s included credits are used first each month. Promotional credits then cover usage beyond them, at no charge.
  • They carry over and never expire. Whatever you don’t use stays for the following months.
  • Your plan price doesn’t change. The monthly plan fee is charged as usual.
  • Where to see them: on an invoice with overage, as credits applied against the overage line. The usage counter in Voqo still shows your plan’s included credits.
  • Changing plan: contact support, so the credits move to your new plan.

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?

Troubleshooting

Plan change not reflected

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

Payment method fails

  • Re-enter card details and billing address.
  • Retry in billing portal with updated method.
An overdue plan keeps working, and its usage keeps billing. Stripe, our payment provider, emails your billing contact, and the Voqo team contacts you. Pay the overdue invoice before you change your plan. The app links you to the invoice, or to your billing portal. You can still undo a scheduled cancellation or downgrade. If the Voqo team ends your plan, your agents and phone numbers switch off. To switch them back on, pay the overdue invoice, then choose a plan.

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.