Billing and Subscription
Manage your subscription, payment methods, and view usage minutes and billing.
Overview
The Billing page is where you manage your subscription, add or update payment methods, and monitor your usage. Your forwarding phone number is assigned only after you provide a payment method.
Open this page at: i118.ai/app/billing
Subscription Requirements
An active subscription is required for the phone assistant to answer calls, even if you are on a $0 fee plan. Your subscription activates as soon as you provide a valid payment method and accept the terms. If your subscription lapses due to non-payment or cancellation, the phone assistant will stop answering, and all incoming calls to your forwarding number will go unanswered.
Subscription status
After you provide a payment method, your subscription status is shown on the lower part of the Billing page:
| Status | Meaning |
|---|---|
| Active | The phone assistant is answering calls normally |
| Past Due | A payment failed — update your payment method to prevent service interruption |
| Canceled | Subscription ended — phone assistant no longer answers calls. Reactivate to resume service |
Usage billing: AI minutes vs. Non-AI minutes
Calls are divided into two billing categories based on system usage:
AI Minutes
The time the phone assistant spends actively conversing with a caller, from when the phone assistant starts speaking to when it finishes the conversation.
Non-AI Minutes
Time a call passes through our system without AI engagement—such as the introductory greetings, hold music/wait times, voicemail recordings, or transferred calls. Non-AI minutes are billed at a separate, reduced rate.
Your usage dashboard shows both types, so you can clearly see how many calls and costs.
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Usage is calculated by minutes; a fraction of a minute is rounded up to a whole minute.
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Usage is billed at the account level. The billing totals reflect the combined usage across all sub-organizations under your account.
Phone number types
Dedicated Phone Number
A phone number assigned exclusively to your, and it stays assigned as long as your subscription is active. Dedicated numbers carry a small recurring monthly fee.
Extension Phone Number
A shared base number with a unique extension code. When calls arrive, they are prompted to enter the extension assigned to you to reach your phone assistant. Extension phones are free.
Payment methods
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On the Billing page, click "Manage billing and view history", and then "Add Payment Method"
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Enter your card details (number, expiration, CVC)
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Click Save
Add a backup payment method
To safeguard against service interruptions, we strongly recommend adding a second payment card to your account. This card will served as a backup and will be automatically charged if your primary payment method fails.
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Why Payments Fail: Transactions can fail for several common reasons, including card expiration, security blocks by your issuing bank, or exceeding credit limits.
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Service Protection: If a payment fails, your phone assistant service will be temporarily interrupted. A backup card ensures continuous operation.
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Stay Informed: You will receive automated email alerts to your account profile email address if your card fails or is nearing its expiration date. Please monitor your inbox regularly and update your billing details promptly to keep your account current.
ACH payments deduct funds directly from your bank account. Currently, we do not accept ACH at this time.
Select ACH / Bank Account
On the Billing page, select the ACH payment method option.
Enter bank details
Provide your bank account number and routing number.
Verify with micro-deposits
Two small deposits (a few cents each) will appear in your bank account within 1–3 business days.
Confirm the amounts
Return to the Billing page and enter the exact micro-deposit amounts to verify ownership of the account.
ACH verification takes 1–3 business days. Your subscription is not charged via ACH until verification is complete. If you need immediate activation, use a credit card first, then switch to ACH after verification.
Billing
Subscription & Usage Billing
Your base monthly subscription fee is determined by the type of phone number assigned to your account, alongside any optional add-on features you subscribe to:
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Extension Forwarding Phone Number: $0 / month.
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Dedicated Forwarding Phone Number: Requires a nominal, recurring monthly phone number fee.
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Optional Extra Features or Services: Optional features may incur individual, recurring monthly fees depending on your selections.
All subscriptions renew automatically at the start of each billing period unless canceled. For the most up-to-date pricing structures, please refer directly to your Billing page.
Pay-As-You-Go Usage
Beyond the base subscription, usage is billed on a pay-as-you-go basis. You are only charged for active call time; idle time is never billed.
Payment & Automatic Charges
Your saved payment method will be charged automatically under two conditions:
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Cycle Renewal: At the start of each regular billing period to cover recurring subscriptions and balances.
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Amount Thresholds: Whenever your accrued pay-as-you-go usage exceeds the specific billing threshold indicated on your Billing page. For example, if your threshold is set to $50, your payment method will be automatically charged as soon as your unbilled balance reaches $50 or above.
The Billing page shows:
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Current period start and end dates
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Next billing date
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Amount due
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Usage (AI minutes and non-AI minutes) for the current period
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Fees or credits
Upcoming invoice preview
The Upcoming Invoice Preview shows the expected fees based on the current usage report. It can include recurring subscription charges, the number of billable phone numbers, current usage amounts, and any account balance already applied to the invoice.
The usage report may be delayed and not up to date. The preview is an estimate and not a finalized invoice.
Balance ledger
The Balance Ledger shows account-balance activity for your billing account. It is visible on the Billing page and is sorted by date.
Use the ledger to review:
| Column | Defination |
|---|---|
| Date | Date of the entry created, shown in your selected time zone |
| Transaction Number | Identifier for the entry |
| Type | The entry type, such as invoice, payment, refund, dispute, or account adjustment |
| Debit | Billed amount or charges |
| Credit | Payments or credits |
| Adjustment | Manual or automated balance adjustments, such as system corrections, waived fees, or unpaid balance migrations (in which a previous unpaid balance is applied to adjust a new invoice). |
| Running Balance | Current account balance. A positive amount means money is owed; a negative amount means you have a credit |
| Description | Description of the entry |
The default ledger date range is one year. You can choose a custom date range by updating the filter. The ledger shows 50 records per page.
Outstanding balance
Outstanding balances & overdue invoices
If your account has an overdue balance, a warning alert and a payment action link will appear at the top of your Billing page. Clicking this link directs you to a secure payment page where you can pay off outstanding balances immediately. Once payment is successful, your account balance and ledger update automatically.
Automated balance migration
If your default payment method fails and an invoice becomes overdue, the system may automatically roll the unpaid balance forward to a new invoice as an adjustment.
After you update your payment method, please note the following processing behaviors:
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Old vs. New Invoices: The system will not automatically retry the old, failed invoice. However, it will automatically charge your newly updated payment method for the new invoice (which includes the rolled-over balance).
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Ledger Settlement: Once the new invoice processes successfully, your balance ledger will reset to $0. We recommend checking back a few hours after updating your card to confirm whether there is still an outstanding balance, which means previous invoices still require manual, individual payment. If the balance is $0, you do not need to pay the previous overdue invoices individually.
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Overpayments: If you manually pay an overdue invoice that was already covered by a rolled-over balance, the extra payment will appear as a negative amount (credit) on your ledger and will automatically apply to your future invoices.
Cancellation
To cancel your subscription:
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Navigate to the Billing page in your dashboard.
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Click Cancel Subscription.
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Note on Service Interruption: If you only have one sub-organization in the primary account, your phone assistant will remain active until the end of the billing cycle; If you cancel one of the additional suborganizations, it's phone assistant will stop working immediately. For details on how timing and service access are affected, please review the following Important Cancellation Details section.
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After the period ends, the phone assistant stops answering calls
Invoice payment status
The Last Invoice Status shown on the Billing page reflects the most recent invoice generated for your subscription:
| Status | Meaning |
|---|---|
| Paid | Payment was successfully collected. No action required. |
| Open | Invoice has been generated and is awaiting payment. This is normal during payment processing. |
| Unpaid | Payment attempts failed after all retries. Update your payment method to resolve. |
| Void | Invoice was canceled and will not be charged. |
If your subscription is Active but the Last Invoice Status is not Paid, a warning banner appears on the Billing page. Resolve the invoice by updating your payment method.