Your Voice AI Portal subscription

Platform subscription is where you run your own Voice AI Portal plan: the plan you are on, how much of it you use, your card and your invoices. Payments are handled securely by Stripe, so changing plan or card takes a couple of clicks.

This page is about your agency’s own plan, the one you pay Voice AI Portal for. Selling minutes and chats to your clients is a different thing, called client billing. See Client billing overview.

Your subscription or client billing?

	Your Voice AI Portal subscription	Client billing
What it is	What your agency pays us for the portal	What your clients pay you for minutes, chats and packs
Who pays whom	You pay Voice AI Portal	Your clients pay you
Where the money goes	To Voice AI Portal, by card through Stripe	To your bank account, or your own Stripe account if you connect one
Priced by	Clients, team seats and client users (see Plans)	The plans and packs you create, in your clients’ currency
Where you manage it	Platform subscription in your agency menu	Client billing in your agency menu, and each client’s Billing page
Who manages it	The agency owner	The agency owner and admins (the owner sets the agency Settings and connects Stripe)
Emails	To you, about your trial, payments and plan	To your clients, in your name, and to your team

Client billing is included in every plan, and Voice AI Portal adds no fee to what your clients pay you. Your own subscription price doesn’t change with the minutes your clients use. To start billing clients, see the Client billing quick start.

Before you begin

The owner manages billing. The agency owner chooses the plan, adds or updates a card, changes add-ons and pauses or resumes the subscription. Admins can open Platform subscription and see everything on it; for them the page reads Billing is managed by the agency owner, and the dashboard’s billing banners ask them to contact the owner. See Team members and roles.
Subscription emails go to your agency’s billing email address, or to the owner when none is set.

Plans

Plan	Monthly	Annual	Clients	Team seats	Client users
Starter	$29 a month	$288 a year	3	1	6
Professional	$69 a month	$684 a year	10	3	20
Agency	$149 a month	$1,488 a year	50	10	200
Enterprise	Priced for your agency		Set for your agency

Prices are in US dollars. Every plan starts with a 14-day free trial and includes white label. For Enterprise, book a call from the pricing page.

What the page shows

Section	What it shows
Current plan	Your plan’s name, its status and its price, for example Monthly billing with the amount.
Current period and Next billing	The dates of your billing period. When a payment is due, Next billing reads Payment due since. Plans included at no charge read No charges on this plan.
Usage	Clients, Team members and Client users, each with how many you use against your plan’s limit. The bar changes colour from 70% and again from 90%.
Billing actions	Manage Billing, and Pause subscription or Resume subscription for the owner.
Select plan or Plan management	Choose a plan and go to Stripe Checkout, or, once you are subscribed, Open Stripe to change plan.
Billing interval	Monthly or annual, and any change waiting to take effect.
Add-ons	Extra capacity on top of your plan.
Payment method	The card on file, with its last 4 digits and expiry date.
Recent invoices	Your last 5 invoices, with amount, date and status. View opens the invoice in Stripe.

The status next to your plan reads Trial, Active, Past Due while a payment is outstanding, or Paused.

Start your subscription

Your free trial lasts 14 days. A banner on your dashboard reads Your trial ends in N days, with your plan, its price for your billing interval and, for the owner, an Add payment button. We also email you 7 days, 3 days and 1 day before your trial ends.

Open Platform subscription

In your agency menu, select Platform subscription. Or select Add payment on the trial banner, which takes you straight to Stripe for your current plan.
Choose a plan

Under Select plan, choose your plan from the list.
Choose Monthly or Annual

Select Monthly or Annual. The prices in the list change to match.
Select Go to Stripe Checkout

Stripe opens. Enter your card details and confirm. You can also enter a promotion code there if you have one.
Back to your dashboard

Your subscription starts, we email you a payment received confirmation, and Platform subscription shows your card and first invoice.

If your trial ends before a card is added, a Your free trial has ended window appears over the dashboard, with your plan and Monthly or Annual. The owner selects Add payment method to subscribe and carry on with full access. See Create your account.

Change plan, card or billing interval

Once you are subscribed, plan, card and interval changes all happen in the Stripe customer portal, so payments stay secure and in step. The owner opens it with Manage Billing on Platform subscription, or with Update payment method on a payment banner on the dashboard. Your one subscription carries on with the new card, so there is no need to check out again.

Open the Stripe customer portal

On Platform subscription, select Manage Billing, or Open Stripe under Change plans in Stripe.
Make your change

In Stripe, change your plan, update your card, switch between monthly and annual, or download invoices.
Return to the portal

Your changes show on Platform subscription.

We email you to confirm each change of plan, and each switch between monthly and annual billing, including changes you make in Stripe. A move to a smaller plan takes effect at the end of your current period, and the page reads Downgrade scheduled to the plan at period end until then. A change of interval waiting to take effect shows as Switching to the new interval and its date.

If your agency is on a custom plan, the page reads “You’re on a custom plan. Contact support to adjust seats or pricing.” Our team makes the change for you.

Add-ons

Add-ons add capacity to your plan without changing plan. The owner adds them on Platform subscription, in the Add-ons card, once the subscription is active.

Add-on	Price on monthly billing
5 more workspaces	$20 a month
2 more admin seats	$15 a month
25 more client users	$10 a month

Use + and - to change the quantity, or Remove. Stripe adds the change to your subscription and adjusts your next invoice for the rest of the period, and you get an email confirming it.

Pause and resume

If you need a break, the owner can select Pause subscription under Billing actions. Stripe stops collecting payments while the subscription is paused, and the page reads “Subscription is paused. Access is read-only until you resume.”

While the subscription is paused, everything stays in place and your dashboard is read-only, with a Your subscription is paused banner at the top. The owner sees Resume subscription on the banner; admins are asked to contact the owner to resume.

To carry on, select Resume subscription, on the banner or under Billing actions. Your plan and billing continue from there. We email you when your subscription is paused and when it resumes.

Pausing your subscription is not the same as pausing a client’s calls for late payment. To do that, use Pause calls on the client’s Billing page. See Bill a client.

A pause is for a break: client data is kept for 90 days into a pause, and we email you 14 days before that date so you have time to resume. See If you stop paying.

If a payment fails

You always get time and reminders to sort out a payment, and your clients keep full access while you do.

Sorting out a failed payment

Pause

Stripe
A payment doesn't go through
Stripe retries the card automatically.
Voice AI Portal
Emails you reminders
On days 1, 3, 7, 10 and 25, while everything keeps working.
You
Update your card
Manage Billing on Platform subscription opens Stripe.
Stripe
Takes the payment
From the open invoice, with your new card.
Voice AI Portal
Confirms service restored
Reminders stop and you carry on as before.

When a payment fails, you have a 30-day grace period:

During the 30 days, you, your team and your clients keep full access. Platform subscription shows a note that Stripe will retry, and a banner shows how many days are left to update your payment.
Reminder emails arrive on days 1, 3, 7, 10 and 25.
To fix it, the owner selects Manage Billing, or Update payment method on the banner, and updates the card in Stripe. As soon as the payment goes through, reminders stop, and we email you to confirm your service is restored.
In the last 3 days before suspension, your client users see a short Service notice on their dashboard asking them to contact you if they notice any interruption, with your agency’s support email. Their access is unchanged. Set the address as Support Email in your branding; see Configure your branding.

If Stripe ends the subscription after its payment retries, your grace period simply carries on, with the same reminders and dates. The banner then offers Add payment, which opens Stripe Checkout: paying there starts your subscription again and restores full service straight away.

If the payment is still outstanding after 30 days, the account is suspended:

your team can still sign in and see everything, read only, with a banner explaining how to restore full access;
your clients see a Service temporarily unavailable page with your agency’s name and contact details, telling them their data is safe and that service resumes once resolved;
we email you the suspension date and the date your client data would be removed, and again about 15 days before that date;
Platform subscription shows the date your data is available until, with Export all data.

Paying the outstanding amount from Manage Billing at any point restores full access for you and your clients.

If you stop paying

The portal keeps your client data for a generous period after a subscription ends, so you can come back without starting again:

What happened	Client data is kept for
A payment was not made after the 30-day grace period	90 days after the account was suspended
Your trial ended without a payment method	60 days after the trial ended
You paused your subscription	90 days into the pause

You always get advance notice. For a lapsed trial or a paused subscription, we email you 14 days before the removal date, with the date and a link to pick a plan or resume, so you can keep everything exactly as it is. After a suspension, the emails described in If a payment fails give you the dates.

After that period, the portal removes your agency’s client data so your account is clean if you return:

your clients, their provider connections and API keys, and their client users and logins;
your branding, login page and custom domain settings, which go back to the defaults, and your email sending setup;
call templates, CSV presets, custom email templates and WhatsApp links;
client billing records. A paused agency keeps its client billing records and plans.

Your agency account, its contact details, and your team and their logins are kept, so you can sign in, add a payment method and set up again whenever you are ready. Your conversations, recordings and transcripts live in your voice provider account: the portal reads them live, so they stay with your provider.

Billing emails

These emails are about your own subscription and go to you. The emails your clients get about their minutes and payments are listed in Client billing for your clients.

Email	When
Trial reminder	7 days, 3 days and 1 day before your trial ends
Trial ended	When your trial ends without a payment method
Payment received	Each time a payment goes through, with a link to the invoice
Payment failed	When a payment doesn’t go through, then the reminders above
Service restored	When a payment goes through after a failed payment
Plan changed	When you move to another plan, on Platform subscription or in Stripe
Billing interval changed	When you switch between monthly and annual billing
Add-on changed	When you add, change or remove an add-on
Subscription paused or resumed	When the owner pauses or resumes
Keep your client data	14 days before client data would be removed after a lapsed trial or a long pause

Troubleshooting

Problem	What to do
Manage Billing is greyed out	Billing is managed by the owner. Admins can view the page; ask your agency owner to make the change. Before your first payment, use Go to Stripe Checkout instead.
Only agency owners can start billing	Adding payment is for the owner. Ask your agency owner to select Add payment.
No active Stripe subscription found when changing an add-on	Add-ons need an active subscription. Start your subscription first.
Payment Method reads None on file	Your card is added in Stripe once your subscription starts. Use Go to Stripe Checkout, or Manage Billing if you are already subscribed.
A Payment issue detected banner shows	A payment didn’t go through. The owner selects Update payment method on the banner, or Add payment if Stripe has ended the subscription, and completes the payment.
A Your subscription is paused banner shows and pages are read-only	The subscription is paused. The owner selects Resume subscription.
You already have a subscription. Use Manage Billing to update your card or change plan.	Your subscription is active, so card and plan changes happen in the Stripe customer portal. Select Manage Billing.
You are on a custom plan and the plan list is unavailable	Custom plans are managed by our team. Contact support to change seats or pricing.
You can’t add a client, teammate or client user	You may be at your plan’s limit. Check the usage meters, then upgrade or add an add-on.
You are looking for a client’s payments, invoices or minutes	Those are client billing, not your subscription. Open the client and select Billing, or open Client billing in your agency menu. See Bill a client.