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Audience

  • Agencies starting on Voqo without a monthly subscription
  • Organisation owners managing a prepaid credit balance

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One organisation, one billing model

An organisation is either prepaid or on a monthly plan. It cannot be both. Each workspace has its own credit balance, but the money behind every balance is held on one organisation account. So if one workspace were prepaid while another sat on a monthly plan, the monthly plan’s invoice could quietly settle itself from credit the prepaid workspace had paid for. Rather than let that happen silently, we refuse it. If your organisation already has a monthly plan and you try to add Pay as You Go, Voqo declines and tells you why. The same applies the other way around. Two monthly plans side by side are fine — a Top Agent workspace and a Top Agency workspace can coexist, because neither draws on a credit balance.
If Pay as You Go and a monthly plan is what you actually need, talk to us. We can look at your account directly.

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How it works

There is no monthly fee. You put money on your workspace’s balance, and every action in that workspace spends credits from it. Each workspace in your organisation has its own balance, and the balance you see is always the one for the workspace you are in.
  1. Choose Pay as You Go on the Subscriptions page.
  2. Set your auto-recharge — when your balance runs low, and how many credits to top it back up to. This is what keeps your agents running, so it is part of signup and it stays on.
  3. Optionally add some starting credits now, or skip it — your 500 free credits cover the start. If another workspace in your organisation has already used those free credits, the starting top-up is required, and you confirm the amount before it is charged.
  4. Add a card. We save it on file. If you skipped the starting top-up, nothing is charged today.
How charging works. Your first 500 credits are free, so your agents start working straight away. We save your card, and when your balance runs low, auto-recharge tops it up from that card automatically — so your agents never stop. If you added starting credits at signup, that amount is charged today; otherwise nothing is charged until auto-recharge first triggers. You choose your auto-recharge threshold and target at signup, and you can change both amounts any time in Settings → Plan & billing. Each workspace has its own threshold and target, and a recharge tops up only the workspace that ran low. The card is shared across your organisation. Auto-recharge stays on for as long as you are on Pay as You Go. There is no off switch, because it is the thing that keeps your agents answering. If you want to stop spending, cancel Pay as You Go — see Stopping Pay as You Go below. The 500 free credits are once per organisation, and they go to the first workspace that signs up. A second workspace joining the same organisation does not get another 500 — it starts with the top-up you add at signup.

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Credits and dollars

1 credit = $0.01 AUD. Voqo speaks in credits everywhere except the two moments money actually moves: when you top up, and on your invoice. Credits are what you spend, so credits are what we show you. What credits buy depends on the action. Voqo shows the live conversion beside your balance — a call costs credits by the minute, an SMS by the segment. Read the current rates on your billing page rather than memorising them here.

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Topping up

Open Settings → Plan & billing. A top-up always goes to the workspace you are in. To fund another workspace, switch to it first.
  • Minimum top-up: $20
  • Manual top-up: any time
  • Auto-recharge: always on, because it is what keeps your agents running. Set a threshold and a target for each workspace — “when this workspace’s balance drops below 1,000 credits, bring it back to 5,000 credits”. Voqo charges your card the difference. Change the amounts any time here. To stop auto-recharge, cancel Pay as You Go.
Every top-up sends a receipt to your billing email, whether you topped up by hand or auto-recharge did it for you. If an auto-recharge charge is declined, we email your billing owner with a link to update the card. Your balance keeps running down until the card is fixed, so update it before you hit zero.

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What happens when you run out

A call in progress is never cut off. Voqo does not hang up on your caller because a balance hit zero mid-conversation. At zero, we switch that workspace’s agents off and disconnect its phone numbers. Nothing that costs credits goes ahead in that workspace. Your other workspaces keep working, because each spends only its own balance. Where you start something yourself, we tell you before it starts. You see what the action costs and what your balance is, and you can top up without leaving the screen:
  • Placing an outbound call
  • Launching a batch calling campaign
  • Launching a new SMS campaign
  • Sending a message from your Inbox
Prompt testing, prompt generation and evaluations are also blocked when your balance cannot cover them, and you can top up on the spot. They tell you your balance rather than the exact cost of the run. Where Voqo would have acted on its own, it simply stops. These do not send, and you do not get a notice at the time — check your balance if you expect them and they do not arrive:
  • Automatic SMS replies to a customer who texts you
  • The summary text sent to you after a call
  • A custom follow-up text to your caller after a call
  • Hot-lead alerts to your team
  • AI follow-up on a campaign
  • The individual calls in a batch that is already running
The standard follow-up text to your caller still goes out. Only a follow-up you have customised is held back, because that is the one we charge for. The standard message costs you nothing, so an empty balance does not stop it.
An SMS campaign already under way keeps sending. The balance check runs when you launch, not on every recipient, so a campaign that started with enough credits finishes its list. Pause it yourself if you want it to stop.
We never turn a caller away because of your balance. Incoming calls are not credit-checked, so a buyer ringing about a listing is answered as normal, right up to the point your agents switch off. Losing a buyer costs you far more than a call’s credits does.
Topping up switches your agents back on. Once the workspace’s balance is back above zero — from a top-up you make or from auto-recharge — Voqo reconnects the agents and numbers it switched off. An agent you turned off yourself stays off. Auto-recharge is always on so the balance rarely reaches zero in the first place.
You may see the balance go slightly negative. That is normal. Usage is measured after the fact, so an action already under way can finish and land its cost afterwards. That overshoot settles on your next invoice. It is bounded by whatever was already running when the balance ran out, not open-ended credit. Each workspace has its own balance, so one workspace running out never stops another. Voqo shows the balance of the workspace you are in; there is no organisation-wide total to watch. We email your organisation’s billing owner before you get there — when a workspace has used 80% of its credits, and again when it reaches zero. The email names the workspace.

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Phone numbers

The first phone number in a workspace is free. Extra numbers cost 10amonthforalandlineand10 a month for a landline and 15 for a mobile, and they are paid from your credit balance like everything else.

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Stopping Pay as You Go

Open the Subscriptions page and click Cancel on your Pay as You Go plan. This is the way to stop spending in that workspace. Your other workspaces are not affected. Cancelling is never an instant cut-off:
  • Auto-recharge stops immediately, so your card is not charged again.
  • Your agents keep working to the end of your current billing period.
  • The credits left on your balance stay spendable for the rest of that period.
  • When the period ends, the workspace has no plan: its agents and numbers pause until you choose a plan again. Any credits left in it are not lost: they stay on your organisation’s account and come off your next invoices. They no longer show as credits in the workspace.

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Common questions

When exactly does auto-recharge charge my card? The moment your balance crosses the threshold, not on a daily schedule. Every action that costs credits re-checks your balance as soon as it is metered. If that action took you below your threshold, the top-up happens straight away. The amount is not fixed. Voqo charges the difference between your balance and your target, so the charge is whatever it takes to bring you back up. One crossing produces one charge, even when several actions finish at the same moment. Do my credits expire, or reset each month? Neither. Credits stay on your balance until you spend them. There is no monthly reset and no expiry date, so credits you buy today are still there next quarter. Your 500 free credits work the same way, with one difference: they are granted once per organisation, to the first workspace that signs up. They are not a monthly allowance, and a second workspace joining your organisation does not receive another 500. How do I stop using Pay as You Go, and what happens to my credits? Cancel it yourself. Open the Subscriptions page, find your Pay as You Go plan and click Cancel. Cancelling is how you stop spending in that workspace. Other workspaces in your organisation carry on as they are. Here is exactly what happens:
  • Auto-recharge stops straight away. Your card is not charged again.
  • Your agents keep working until the end of your current billing period. Nothing is switched off on the day you cancel.
  • The credits you have left stay spendable for the rest of that period. Nothing is zeroed.
  • At the end of the period the workspace has no plan. Its agents and numbers pause until you choose a plan again. Any credits left over stay on your organisation’s account and come off your next invoices. They are not lost, but they stop showing as credits.
Credits are not automatically refunded when you cancel. If you have a large balance left over, contact support and we will work it out with you. Can I turn auto-recharge off? No. Auto-recharge is part of Pay as You Go and stays on for as long as you are on it. It is the reason your agents keep answering — reaching a zero balance costs you far more than a top-up does, because that workspace’s agents switch off and stay off until credits arrive. If your goal is to stop spending, cancel Pay as You Go instead. Cancelling turns auto-recharge off immediately, keeps that workspace’s agents and remaining credits running to the end of the billing period, and then leaves the workspace without a plan until you choose one. See the question above for the full picture. You can still change the amounts any time in Settings → Plan & billing — a lower threshold and a smaller top-up mean smaller, later charges.

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Refunds

Credits you have bought are not currently refundable through the app. If something has gone wrong with a purchase, contact support and we will sort it out with you directly.