Billing and payments

Each plan includes a set number of monthly credits for calls and messages. When they run out, Aura starts deducting from the prepaid balance you have available.

If your prepaid balance also reaches zero, the agent will stop being able to make calls and send certain messages until you top up.

You have several options:

• Top up your balance: Go to Billing > Balance > Top up to add funds.
• Enable auto-recharge: In Billing > Balance > Auto-recharge, so it recharges automatically when it drops below a threshold.
• Upgrade your plan: If you run out of credits frequently, a plan with more credits may be a better fit. Go to Billing > Subscription > Change plan.

To top up your prepaid balance:

1. Go to Billing > Balance.
2. Click Top up balance.
3. Enter the amount you want to add (the minimum allowed will be shown).
4. Complete the payment with your configured payment method.

The balance will be added to your account immediately and will be available for your agent to use.

This message appears when your agent or account doesn’t have the billing system set up. This can happen if you just created your agent or haven’t selected a plan yet.

To fix it:

1. Go to Billing > Subscription.
2. Select a plan that fits your needs.
3. Set up your payment method.
4. Complete the subscription.

Once configured, you’ll be able to use all your agent’s features according to the plan you chose.

No, you don’t lose anything. When you upgrade your plan (for example, from basic to professional) mid-billing period, Aura automatically calculates the following:

• The credits you didn’t use from the previous plan are preserved.
• You’re assigned a proportional share of the new plan’s credits, calculated based on the days remaining until the end of the period.
• Your total available credits will be the sum of both.

The plan change takes effect immediately and you can start enjoying the new plan’s features right away.

When you downgrade (for example, from professional to basic), the change does not take effect immediately. Instead:

• You’ll continue to enjoy your current plan until the end of the current billing period.
• When the next period begins, the lower plan will automatically activate.

This means you don’t lose any days of service you’ve already paid for. You can see the scheduled change date in Billing > Subscription, where it will appear as “Pending plan change.”

If you change your mind before it takes effect, you can cancel the pending change from that same section.

Auto-recharge is a feature that automatically tops up your prepaid balance when it drops below a threshold you define. This way you never run out of balance and your agent can keep running without interruptions.

To set it up:

1. Go to Billing > Balance.
2. Enable the Auto-recharge option.
3. Set the threshold (when the balance drops below this amount, it will recharge).
4. Set the recharge amount.

To use auto-recharge you need to have a payment method configured. If you don’t, you’ll see the message “Payment method must be configured before enabling auto-recharge.”

If you see an error when trying to make a payment, it could be due to:

• Card declined: Your bank has declined the transaction. Check that the card has sufficient funds and isn’t blocked for online purchases.
• Card expired: Update your payment method in Billing > Payment method.
• Temporary error: Wait a few minutes and try again.

To update your payment method:

1. Go to Billing > Billing portal.
2. Update your card details.
3. Try the payment again.

If the problem persists, contact your bank to verify there are no restrictions on your card, or contact our support team.

You can view all your invoices and receipts from the billing portal:

1. Go to Billing.
2. Click Billing portal or View invoices.
3. The portal will open where you can view, download, and print all your invoices.

There you’ll find the complete payment history, including monthly subscriptions and balance top-ups.

Yes. You can configure spending limits to control your agent’s consumption:

1. Go to Agent > Settings > Limits.
2. Set the limits you need: daily call limit, simultaneous call limit, etc.

These limits help you avoid unexpected charges. When the agent reaches a limit, it will stop performing the corresponding action until the counter resets (usually the next day).

The message “Insufficient funds in your account” appears when your agent tries to perform an action that has a cost (like a call) but you don’t have enough balance.

This happens when:

• You’ve already consumed all the credits included in your monthly plan.
• Your prepaid balance is at zero or doesn’t cover the cost of the action.

To fix it, top up your balance in Billing > Balance > Top up. If you want to avoid this problem in the future, enable auto-recharge from that same section.