Account and billing

Credits, top-ups and rollover

Where a workspace's credits come from, which are spent first, how plan credits roll over, when each kind ends, how a top-up works and the rules auto top up follows.

A workspace has one credit balance. Credits come into it from four places: the plan's monthly allowance, the plan credits you did not use last month, the trial, and extra credits you buy. Every service spends from the same balance, in a fixed order, and each kind of credit ends on its own clock. Once you have read this page you can tell from the Subscription page how long your credits will last, decide between upgrading and topping up, and set an auto top up rule that never surprises you. What each service costs is on Credits.

One balance, one order

Every charge is taken from the plan credits first, and from the extra credits only when the plan credits cannot cover it. Extra credits are spent with any dated batch first. The Credit balance card on the Subscription page shows the total and where it comes from.

Line on the card What it counts
The large figure Plan credits plus extra credits: everything you can spend
Plan credits (Trial credits on a trial) The plan credits left, with a bar against this month's grant
Includes N rolled over The part of the plan credits carried over from earlier months
Rolls over up to N The most plan credits the workspace can hold: three times the monthly allowance
Next credits with a date When the next monthly allowance arrives, also on yearly billing
Extra credits The extra credits left, then one line per top-up: N never expire, or N expire with the date. A grant from EchoNova carries a Granted chip

A charge the whole balance cannot cover is refused before any work runs. The portal reports Insufficient subscription balance; the exact place each page shows it is on Text to Speech limits and credits and Speech to Text limits and credits. A refund goes back to the credits it was taken from; the share of a batch that expired in the meantime is not restored.

Plan credits roll over

The plan grants its monthly credits every month, on monthly and on yearly billing alike; a yearly plan is paid once a year and still grants its credits month by month.

Plan Credits a month Most plan credits held
Starter 600,000 1,800,000
Growth 3,000,000 9,000,000
Scale 10,000,000 30,000,000

What you did not use carries into the next month when the same plan renews: the new month starts with what was left plus the new allowance, up to three times the allowance. Anything above that limit is not added. Extra credits do not count toward the limit.

Event Plan credits
Monthly renewal, or the next month of a yearly plan What was left plus the allowance, up to three times the allowance
Upgrade to a higher monthly plan A new monthly cycle starts today with everything left plus the new plan's full allowance. The limit applies again from the next month
Monthly to yearly, same or higher plan A new yearly cycle starts today with everything left plus the new plan's first month
Yearly to a higher yearly plan A new yearly cycle starts today with everything left plus the new plan's first month
Downgrade, yearly to monthly, or monthly to a lower yearly plan Nothing changes until the period ends. Then the plan credits left end and the new plan starts with its own allowance
Cancel Kept until the end of the paid period, then they end
Trial ends when you pay, or a missed renewal is not paid within 7 days They end

Trial credits

A new workspace starts on a trial with 60,000 credits and no time limit. Trial credits do not roll over, and they end when you pay for a plan. AI model usage in the trial is limited to $1 of model cost; after that, agents and the other AI features stop with Your trial AI allowance is used up. Upgrade to keep using AI. Text to Speech, Speech to Text and Sound Cleaning keep working while trial credits last. The card shows AI in your trial: with the dollars used of $1.00. Paying for a plan during the trial ends the trial credits; the plan starts with its own allowance.

With no paid plan

After a cancellation takes effect or an unpaid renewal ends the subscription, the card reads No paid plan, basic limits. There are no plan credits, the workspace works within the basic limits, and extra credits never expire. No new trial starts. Choose a plan to get monthly credits again.

Extra credits never expire

Extra credits come from top-ups, whether you buy them with Add credits or auto top up buys them for you. Each top-up is its own batch and has no expiry date. Credits added by our team may carry an expiry date, shown next to them; those are spent first among extra credits.

Extra credits do not depend on the subscription. They survive a renewal, a plan change, a cancellation and the end of a trial, and they keep the speech tools and the agents working with no paid plan for as long as you have credits left. A dated batch added by our team is removed within the hour after its date.

How a top-up works

Add credits on the Subscription page opens the Add More Credits dialog on a paid plan, on a trial and with no paid plan.

Part of the dialog What it does
Choose a pack Five packs: 100,000, 250,000, 500,000, 1,000,000 and 2,000,000 credits, at $3.50 per 100,000 credits: $3.50, $8.75, $17.50, $35.00 and $70.00. The middle pack is picked when the dialog opens
Pay with Shown when the workspace has no payment method yet: Stripe, Paymob when it is offered, or PayPal. A paid plan uses the method its subscription already has
Credits remaining, Top up credits, Credits after top up Your balance now, the pack's credits, and the sum
Add Credits Opens the card form inside the dialog, or reads Taking you to PayPal… and takes you to PayPal

After you pay, the portal returns to the Subscription page and a dialog reads Credits added with You now have N Credits, where N is your whole balance. The Extra credits lines and the owner's Credits added notification carry the new batch. Leaving PayPal without paying returns you to the Subscription page with nothing bought.

Packs cost the same on every plan. When extra credits pay for AI usage, each dollar of it takes 28,571.43 extra credits (100,000 ÷ $3.50). The credits a pack buys are fixed when you pay; a later price change does not change a batch you already bought.

Auto top up rules

Auto top up buys a pack for you whenever the balance falls below a threshold you set, charged to the card on your subscription. The row under the Extra credits lines reads Auto top up with On or Off; clicking it opens the Auto top up dialog.

Field Rule
Enable auto top up The switch. Save is disabled while it is on and the dialog reads No card on file for this subscription
When credits fall below A whole number of credits, within the range under the field (up to 15,000,000). Commas are allowed
Pack The pack one top-up buys, from the same five packs
Monthly limit The most auto top up may spend in a calendar month, in whole dollars. At least the pack's price
One pack must cover the threshold Otherwise the dialog reads One top up must cover this. Pick a bigger pack or lower the threshold. and Save stays disabled

How it runs:

  • A top-up fires within a minute of the balance dropping below the threshold. The balance compared to the threshold is the whole balance, plan credits and extra credits together.
  • It fires only when the month's spend plus one pack fits under Monthly limit; one pack is then charged and the batch is added as extra credits. The status line then reads Below N credits, add the pack's price, followed by this month's spend against the limit.
  • The month's spend resets on the first day of each calendar month.
  • After 3 failed charges in a row, auto top up switches itself off. The row reads Turned off: card declined. Update your card and turn it on again., the dialog names the failure, and the owner receives an Auto top-up turned off notification. Update the card as described on Pay and manage your payment method, then switch it on again.
  • Auto top up also switches itself off, and the owner gets an email, when the pack costs more than the Monthly limit, when the pack is no longer sold, or when the pack holds fewer credits than the threshold. The row then names the reason and the next step, such as Turned off: your pack costs more than the monthly cap.

Auto top up needs an active paid subscription paid by card. A subscription paid with PayPal shows the row with the button disabled and the note This payment provider does not accept auto top up; a trial shows no row.

Get it right

Set the threshold from the size of one job, not from a round number: a threshold below your largest single charge lets that charge fail before the top-up fires.

Recommended

  • When credits fall below the credits of your biggest routine job with some margin, and a Pack that covers several of them.

Less effective

  • A threshold of 1,000 credits on a workspace that transcribes hour-long files, each 6,000 credits: the file is refused with Insufficient subscription balance and only then does the balance fall below the threshold.

Worked example

Your workspace is on Starter, monthly, and you buy the 250,000 pack once. The Credit balance card reads 850,000, with Plan credits 600,000, Rolls over up to 1,800,000, Extra credits 250,000 and 250,000 never expire.

Over the month you use 450,000 credits on speech and agents. All of it comes from the plan credits; Extra credits still reads 250,000. The renewal goes through: the new month starts with the 150,000 left plus 600,000, so Plan credits reads 750,000 with Includes 150,000 rolled over. Extra credits still reads 250,000 and still never expires.

Later an agent's AI usage costs $5.00 at the provider, $5.50 with the fee. On Starter that takes about 173,684 plan credits. When only 100,000 plan credits are left, the same $5.50 takes all 100,000, which cover $3.17, and about 66,667 extra credits for the other $2.33.

FAQ

Which credits are spent first?

Plan credits, or trial credits on a trial, always. Extra credits are touched only when those cannot cover a charge, dated batches first.

Do plan credits roll over?

Yes, when the same plan renews, up to three times the monthly allowance: 1,800,000 on Starter, 9,000,000 on Growth, 30,000,000 on Scale. Extra credits do not count toward that limit. Trial credits do not roll over.

Does an upgrade keep my unused credits?

Yes. An upgrade starts a new cycle today and adds the new plan's credits to everything you had left. With 400,000 left on Starter, an upgrade to Growth monthly leaves you 3,400,000.

Where do I see the total I can spend?

The large figure on the Credit balance card on the Subscription page: plan credits plus extra credits.

Can I buy credits on a trial or with no paid plan?

Yes. The dialog adds a Pay with choice when the workspace has no payment method. The credits never expire.

Why did auto top up not fire?

Check the four conditions in order: the row shows On; the whole balance is under the threshold; the month's spend plus one pack fits under Monthly limit; and the row does not read Turned off: card declined.