Usage & Billing

Usage & Billing — under Administration in the sidebar — is where the money side of your workspace lives, in three tabs. Plans (open by default) is where you choose or change your plan. Usage shows where the cycle’s credits went and is the place to buy more. Billing holds your plan’s status, your saved card, your billing details and your invoices.

​

Plans

The Plans tab shows every tier side by side, marks the one you’re on, and handles the whole purchase right there on the page: pick a plan, confirm, and you’re live.

​

How credits work

Every plan is a monthly allowance of call credits — one credit per AI call. A few things draw extra credits on top:

• Passing a caller to a Human Receptionist — an escalated call uses the AI call’s credit plus the extra credits shown on each plan tile.
• Calls over 10 minutes — a long call draws more than one credit.

The Usage tab shows exactly where each cycle’s credits went, day by day and agent by agent — and it’s where you buy more if you run low. Unused credits don’t roll over, and if you use your whole allowance your agent pauses until the next cycle starts (or you top up).

​

The plans

The tab always shows current pricing. Prices on the tiles exclude tax — it’s added at payment, and named the way your country names it.

• Free Access — where every workspace starts, and free for as long as you like. You can build and configure agents and test them in Moneypenny AI, but there’s no phone number and no call credits — so your agent can’t take real calls yet. When you’re on Free Access the tab marks this tier “You’re here”.
• Free trial — thirty days with a one-off bundle of call credits and one real business phone number, so you can hear your agent answer actual calls before you pay anything. It’s AI calls only — the Human Receptionist isn’t included on the trial. Starting the trial runs a card check to confirm your card is valid and saves it for later — no money is taken and no hold is placed. You’re only ever charged if you go on to choose a paid plan, you can cancel any time, and it’s one trial per card.
• Starter, Growth and Pro — the three monthly plans, in ascending order of size. Each tile shows its monthly price; its credits per month, with the effective price per credit and the top-up rate underneath so you can compare tiers on the numbers that matter; how many business phone numbers are included (extras can be added for a small monthly charge, shown at the foot of the page); and how many credits a Human Receptionist escalation uses on that tier. Growth carries the Most popular ribbon.

​

Choose a plan

If a card is refused, nothing is charged and nothing half-happens — your details are kept so you can try again, use a different card, or check with your bank.

​

Changing plan later

Once you’re on a paid plan, the same tab is where you move between tiers — each tile’s button reads Upgrade to… or Downgrade to… depending on the direction.

• Upgrades take effect immediately. You’re charged the pro-rata difference for the rest of the current cycle, the bigger allowance is available as soon as you confirm, and your renewal date doesn’t move.
• Downgrades take effect at your next renewal. Nothing is charged today and nothing is clawed back — you keep your current plan’s credits and numbers until the changeover, and you can undo it any time before then from the Billing tab.

Before you confirm a downgrade, the page warns you if the smaller plan is below what you’re actually using this cycle — fewer credits than you’ve spent, or fewer numbers than you hold — so there are no surprises later.

​

Usage

The Usage tab answers the question a bill provokes: where did this cycle’s credits go? It shows your allowance, a day-by-day breakdown, a per-agent split, the calls your account couldn’t take, and the one place in Moneypenny AI to buy more credits.

​

Your cycle at a glance

The top of the tab shows the current billing cycle’s dates and a meter — how many of your credits you’ve used, the percentage, what’s left, and when the allowance resets. The bar changes colour as you close in on your allowance, so a glance tells you whether you’re on track. Below the meter, a day-by-day chart stacks each day’s credits in three colours, with a legend showing the cycle’s totals for each:

• AI calls — one credit per call, the base of every bar.
• Human Receptionist — the extra credits drawn when a caller was passed to a person.
• Calls over 10 min — the extra credits drawn by long calls.

Hover any day to see its date and total.

​

By agent

The By agent table breaks the cycle down per agent — calls taken and credits used, with each agent’s phone numbers, escalations and calls over 10 minutes noted under its name. Several numbers can point at one agent, so this is the clearest cut of who’s busy. Under the table, one line shows how many of your plan’s included phone numbers you’re using — and, if you’ve gone past the allowance, how many extras you hold and what each costs per month.

​

Calls we couldn’t take

If your account ever couldn’t answer — you’d run out of credits, or your account was paused — those calls are logged here for your records, with the reason and what the caller heard. None of them used a credit. More broadly, you’re only charged for calls that actually worked: refused calls cost nothing, blocked and spam calls never use credits (and aren’t shown here), and your own test calls are free and don’t appear at all.

​

Top up credits

The Top up credits card at the foot of the tab is where you buy extra credits mid-cycle. It shows your current balance and, once there’s enough of the cycle to judge by, roughly how many days it will last at your current rate. Top-up credits are spent after your monthly allowance, and any left over expire when the cycle ends. If you find yourself topping up most months, a bigger plan usually works out cheaper — compare the top-up rate with the effective rate on the Plans tab.

​

Auto top-up

Auto top-up is a standing instruction: when your credits run low, Moneypenny AI buys more automatically so your line never stops answering. Select Enable auto top-up… on the top-up card to set it up — nothing is charged when you enable it. You choose:

• The pack — the same slider amount, bought each time it fires.
• The trigger — buy when you’ve used a chosen percentage of your allowance. The dialog also shows that point as a credit balance, so you know what to watch on the meter.
• A monthly spend cap — required before it can be switched on. Auto top-up will never spend more than this in a billing cycle, and the dialog tells you how many top-ups the cap allows.

While it’s on, the card shows a status line — what it buys, when, the cap, and what it’s spent this month. Open Auto top-up settings… to change any of it, or turn it off with a single click. If you turn it off and later run out of credits, your agent stops answering until you top up manually or your cycle resets.

​

Billing

The Billing tab answers one question: what you pay, when it renews, and what you’ve been charged. It’s where your plan’s status, your saved card, your billing details and your invoices live.

​

Your plan

The plan panel at the top names your plan and shows its standing — Active, your trial’s days left, Paused, Cancelling, and so on — alongside the monthly price and your renewal date. Change plan takes you to the Plans tab to move between tiers. If you’ve scheduled a downgrade, a banner in this panel says which plan you’re switching to and when — nothing changes until then, and an Undo button puts you back on your current plan with a single click, any time before the date. If your plan is active but you’ve used the cycle’s credits, a top-up card appears right here — the same one as on the Usage tab — because that’s the quick fix. Nothing has gone wrong with your billing; you’ve just used your allowance.

​

If a payment fails

A failed renewal pauses your service — it never loses your account or your work. Your plan, your credits and everything you’ve built stay exactly as they were; it’s only the card that needs putting right. While paused, your number doesn’t answer — new callers hear a short “Sorry, the AI agent is busy” message, and every missed call is still counted in your Analytics. The What happens now panel shows your credits left, calls refused so far, the next automatic retry, and confirms your number is held. There are two ways forward:

• Update your card — the outstanding payment is taken on the new card there and then, and your agent is back answering immediately. Cards usually fail because they’ve expired or the bank has blocked the charge, not because of anything on your account.
• Leave it with us — the card is retried automatically and you’re emailed each time. If a retry succeeds, your agent comes straight back, and your renewal date never moves.

​

Your card and billing details

The Payment & card panel shows the saved card your renewals go to — brand, last four digits and expiry. Update card changes it in a dialog on this page; we never see or store the card number. On a trial the panel notes the card is saved but hasn’t been charged. The Billing details panel shows who your invoices are billed to and the email address receipts and invoices go to — if no address is set, they go to your workspace admins. Update details changes either.

​

Invoices

The Invoices panel lists every charge — date, description, amount (including tax) and status. Each row links to its document:

• A row you paid opens its Receipt, showing what was paid and when.
• Every other row downloads the Invoice PDF — including anything still unpaid.

Both carry the invoice number and the tax breakdown, so either works for your accounts. A negative amount is a credit, not a charge — changing plan part-way through a month credits the time you’d already paid for, and any credit you hold comes off your next invoice automatically. On a trial the panel simply says no invoices yet: nothing is charged until you choose a plan.

​

Ending a trial

On a trial, the End your trial section stops it with one confirmation: you’re never charged, your agent stops answering, and your phone number is held for 90 days in case you come back. You can also just let the trial run out — nothing is charged either way.

​

Cancelling your plan

Cancel my plan ends your subscription at the end of the period you’ve paid for — you keep everything until then. Your agent keeps answering right up to the date shown, and afterwards your number is held for 90 days so it isn’t lost if you come back. Once cancelled, the panel shows Plan ending with the date, and changing your mind is free: Keep my plan puts you back on with nothing charged and no dates moved, and choosing another plan on the Plans tab keeps you subscribed too. If your plan was arranged for you directly rather than bought through Moneypenny AI, cancelling is handled by your account manager instead — the page says so and there’s no cancel button.

​

Invoiced directly by Moneypenny

Some accounts are invoiced directly by Moneypenny rather than through Moneypenny AI. Those workspaces still see Usage & Billing in the sidebar, but the page shows only the Usage tab — counting calls rather than credits. There’s no Plans or Billing tab, because there’s no plan, card or payment history here to show. Your account manager handles any change.