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FAQ: billing

The questions people ask about credits, what each service costs, monthly renewal on yearly billing, top-ups and auto top up, running out, plans, cancelling, payment methods, invoices, usage and who can see billing.

What is a credit?

The unit everything is charged in, from one balance. EchoNova's own services cost a fixed number of credits on every plan, and AI model usage is the provider's price plus 10%, turned into credits. A charge draws on your plan credits first, then on the extra credits you bought. See Credits.

What does each service cost?

Text to Speech costs 1 credit per character, spaces included; Speech to Text 100 credits per minute; Sound Cleaning 1,000 credits per minute; a voice agent 2,500 credits per minute of connected time plus its AI usage; EchoReader 50 credits per page. AI usage is the provider's price plus 10%, and the credits it takes depend on the credits that pay: on Starter monthly a dollar is 31,578.95 credits. A voice clone pays its checks, transcription, cleaning, preview and build or training in credits, plus a $2.00 fee for an instant voice or $5.00 for a professional one, taken in credits at the rate of the credits that pay, with no 10%. See Credits and What a turn costs.

What happens when I run out of credits?

A speech job whose price is more than your Credit balance is refused before it runs with Insufficient subscription balance, and nothing is charged. An agent conversation ends on the first turn that cannot be charged; the turns already charged stay charged, and a session you started from the portal sends you Voice session ended: out of credits. Add credits on the Subscription page, then try again. On a trial, AI features also stop once their model cost reaches $1, with Your trial AI allowance is used up. Upgrade to keep using AI. See Credits, top-ups and rollover and What a turn costs.

Do plan credits renew every month on yearly billing too?

Yes. The plan grants its monthly credits every month on both cycles; Yearly changes when you pay, not how often the credits arrive. What you did not use rolls over when the same plan renews, up to three times the monthly allowance; extra credits never expire and do not count toward that limit. See Credits, top-ups and rollover.

How do I buy extra credits, and how long do they last?

Click Add credits on the Subscription page, pick a pack under Choose a pack (100,000 credits for $3.50 up to 2,000,000 for $70) and press Add Credits; it works on a paid plan, on a trial and with no paid plan. Each top-up is its own batch that never expires, spent only after the plan credits. Extra credits survive a renewal, a plan change, a cancellation and the end of a trial. See Credits, top-ups and rollover.

How does auto top up work?

Click the Auto top up row on the Credit balance card, switch on Enable auto top up and set When credits fall below, Pack and Monthly limit; one pack must cover the threshold. When the balance drops below the threshold, one pack is charged to the card on your subscription within a minute, as long as the month's spend plus that pack fits under Monthly limit. It needs an active paid subscription paid by card: a subscription paid with PayPal cannot use it, and a trial shows no row. See Credits, top-ups and rollover.

Why did auto top up not fire?

Check four things in order: the row reads On; the whole balance is under the threshold; this month's spend plus one pack fits under Monthly limit; and the row does not read Turned off: with a reason (card declined, a pack above the monthly limit, a pack no longer sold, or a pack smaller than the threshold). After 3 failed charges in a row auto top up switches itself off and the owner receives Auto top-up turned off; update the card through Manage your billing, then switch it on again. See Credits, top-ups and rollover.

What happens when my trial ends?

The trial has no time limit. It starts with 60,000 credits and up to $1 of AI model cost, and the top of the Subscription page reads Free trial in progress. It ends when you pay for a plan, and the unused trial credits end then. Any extra credits you bought never expire and keep the speech tools and the agents working. Choose a plan with Select Plan and pay to move to a paid plan. See Choose or change your plan.

When does an upgrade or a downgrade apply?

An upgrade to a higher monthly plan, and a switch from monthly to yearly on the same or a higher plan, apply at once after Confirm change: a new cycle starts today at the full new price, your unused credits stay and the new plan's credits are added. A yearly upgrade to a higher yearly plan also starts today, with the unused value of your current year taken off the price. A downgrade, a switch from yearly to monthly and a switch to a lower yearly plan apply at the end of the current period; the dialog reads Takes effect on the date, and unused plan credits end at the switch. See Choose or change your plan.

What happens when I cancel?

Click Cancel subscription on the Subscription page and confirm with Cancel Subscription. Your plan and its credits stay until the Next billing date; on that date the plan credits end, the workspace moves to the basic limits with no new trial, the cards offer Select Plan again and any extra credits stay usable. Until the period ends, Reactivate Plan puts a subscription paid by card back as it was. See Choose or change your plan.

Which payment methods can I use, and can I switch later?

The checkout page shows a tab for each provider that can sell the plan on that cycle: Stripe (Pay by card with Stripe) and Paymob (Pay by card with Paymob), paid by card inside the page, and PayPal, approved on PayPal and back; the method you pick is used for every later charge on the subscription and is fixed for its life. A subscription paid with PayPal is sent to PayPal to approve every plan change, cannot be reactivated after a cancellation and cannot use auto top up. To move between card and PayPal, cancel and, once the period has ended, subscribe again with the other one. See Pay and manage your payment method.

How do I update my card?

On Subscription & billing, click Billing Information, then Update in Manage your billing; on a subscription paid by card it opens your billing page with the payment provider in the same tab and returns you when you are done. On a subscription paid with PayPal it opens your PayPal automatic payments page instead, and on a trial nothing opens because a trial has no payment method. The card auto top up charges follows the change; the Auto top up dialog shows it as Card on file: with the brand and the last four digits. See Pay and manage your payment method.

What happens if a renewal payment fails?

The owner receives a Payment failed notification. For 7 days after the Next billing date the portal keeps working with the plan credits and any extra credits, while every request made with an API key is refused with 403 Subscription expired or inactive; after the 7 days the subscription is expired, the plan credits end, basic limits apply and extra credits still work. Update the card through Manage your billing within those 7 days; the retried payment then activates the subscription again and the owner receives Subscription renewed. See Pay and manage your payment method.

Where do I find my invoices?

Click Download Latest Invoice on the Subscription page: on a subscription paid by card the newest invoice opens in a new tab, as a PDF when one is available, and your payments and invoices live on the billing page behind Manage your billing. On a subscription paid with PayPal your PayPal automatic payments page opens instead, and a trial has no invoice. A credit top-up produces no invoice; the purchase is labelled EchoNova credits (N) with the payment provider. See Download an invoice.

Where do I see what I have used?

The plan card at the bottom of the sidebar reads used/total Used and counts plan credits only; the Subscription page shows the Credit balance: the total you can still spend, with Plan credits and Extra credits under it. Credits History, at /payment-history, lists every speech charge and refund with the balance after each, and Details on a row shows how that charge was priced; agent conversations draw on the same balance but are read in the conversation itself, as Total credits. See Track your credit usage and What a turn costs.

Is a failed job charged?

No. A speech job is charged when it is accepted and the whole charge is refunded when it fails, including a timeout; the refund row in Credits History carries the same number as the charge, and a file refused before it starts is never charged. An agent conversation is different: the turns already charged stay charged, and a conversation that fails before its first turn is recorded with no charge. See Credits.

Who can see and change billing?

The workspace Owner subscribes, changes, cancels and reactivates the plan, buys top-ups, changes auto top up and opens invoices and the billing page. Billing notifications go to the workspace owner.