I got an email about my minutes, spending cap or card
These emails tell you how much of this month's plan minutes you've used, or that a payment didn't go through. Extra minutes cost $0.50 each unless you've limited them. Open Account, then Plan: choose what happens to extra minutes, press Save extra minutes, and update your card from Manage payment and invoices.
What each email means
- "80% of this month's plan minutes are used": a heads-up. Nothing has stopped.
- "this month's plan minutes are used up": from here, your Extra minutes choice decides what happens. If you don't allow extra minutes, your assistant stops answering until the 1st of next month.
- "calls are not being answered (spending cap reached)": extra minutes reached the limit you set, so your assistant has stopped answering until the 1st of next month. Raise or remove your cap under Plan and your phone line answers again from the next call.
- A notice that starts "A payment failed": your last payment didn't go through. If it says everything is still working, it keeps working until the date shown. Update your card before then and nothing changes.
Screened spam calls don't count toward your minutes.
Before you start
- Your sign-in for the portal.
- The card you want to pay with, if you're updating it.
Steps
- Sign in to your portal, open Account, and go to Plan. You should see your plan, and under it, Extra minutes.
- Under Extra minutes, choose one: "Allow extra minutes at $0.50 each, no limit", "Allow extra minutes up to" an amount you type "a month, then stop answering", or "Don't allow extra minutes: stop answering when my plan's minutes run out".
- Press Save extra minutes. This choice has its own button, so the page's other Save doesn't cover it. You should see a line that matches your choice, such as "Extra minutes are allowed, with no limit."
- To change your card or see your invoices, press Manage payment and invoices. This opens a secure Stripe page where you update your card.
- To change your plan, choose it under Plan and press Save there, not on the Stripe page.
If you set a limit, your assistant stops answering once extra minutes reach it, until the 1st of next month or until you change it. A call already under way when you reach your limit finishes, and its minutes are billed.
It worked when
Under Extra minutes you see the line that matches your choice. After updating your card, the payment box says "Your card is on file."
Still stuck?
Tell me your business name and which email or notice you got, with its date. Don't send card numbers by email. I'll check your account.