Usage & billing

Usage & billing, in the sidebar, is where the money side of your workspace lives, in three tabs. Plans 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. The order of the tabs follows your account. On a paid plan they read Usage, Billing, Plans, and the page opens on Usage, because where your credits went is usually what you’ve come to check. On Free Access, a trial, or a plan that has ended, they read Plans, Usage, Billing, and the page opens on Plans, because choosing a plan is the next thing to do.

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The plan card in the sidebar

Admins also see a plan card in the sidebar, on every page, so the balance is never more than a glance away. On a paid plan it shows a ring with the share of your allowance used, your plan’s name and the credits used out of your allowance; select it to open the Usage tab. Once you’ve used 80% of your allowance, or run out, it adds a Top up credits button. In other situations the card says what’s going on and offers the one thing to do next: See plans on Free Access, Choose a plan on a trial or once a plan has ended, and Update card if a payment has failed.

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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. Wherever Moneypenny AI tells you a plan is needed first — adding a business number, for instance — the Choose a plan button beside that message brings you here.

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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 Moneypenny receptionists — 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 where each cycle’s credits went, Receptionist by Receptionist — 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 Receptionist pauses until the next cycle starts (or you top up).

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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. The plan you’re on carries a My plan badge, and its button reads Your current tier.

• Free Access — where every workspace starts, and free for as long as you like. You can build and configure AI Receptionists and test them in Moneypenny AI, but there’s no business number and no call credits — so your Receptionist can’t take real calls yet.
• Free trial — thirty days with a one-off bundle of call credits and one live business number, so you can hear your AI Receptionist answer actual calls before you pay anything. It’s AI calls only — Moneypenny receptionists aren’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 says who the plan suits and shows its monthly price, then a line with its credits, the effective price per credit and the top-up rate, so you can compare tiers on the numbers that matter. Below that are its credits / month, how many business numbers are included (extras can be added for a small monthly charge, shown at the foot of the page), and how many credits a hand-off to Moneypenny receptionists uses on that tier. Growth carries the Most popular badge.
• Enterprise — the last tile, for businesses needing 300 or more calls a month or with requirements of their own, priced with you. Its Talk to us button doesn’t send an enquiry yet; for now it reminds you that your Moneypenny contact can talk it through with you.

The Free Access and Free trial tiles only appear while you’re on Free Access. Once you’ve started a trial, a panel above the tiles shows the days left, how many trial credits you’ve used and how many are left, and when the trial ends.

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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.

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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.

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Usage

The Usage tab answers the question a bill provokes: where did this cycle’s credits go? It shows three figures for the cycle, the same cycle split by AI Receptionist, and the one place in Moneypenny AI to buy more credits.

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Your cycle at a glance

A line at the top of the tab names the window the figures cover, for example This cycle so far · from 1 Sep, 11:02am BST. Below it are three tiles:

• Calls answered — the calls your AI Receptionists took this cycle.
• Credits used — how much of your monthly allowance you’ve used, out of the total, for example “62 / 100”. Credits you’ve topped up aren’t counted here: your allowance is spent first, and top-up credits are only drawn on once it’s gone.
• Sent to a person — the calls your Receptionists passed to Moneypenny receptionists.

Your cycle starts at the time of day you signed up, not at midnight, so the window names that time, with the timezone beside it. It’s worth knowing for the first day of a cycle: calls taken earlier that day belong to the previous cycle and are on your last bill, which is why the figures for that day can be lower than the number of calls you count in Calls and messages. Times on this tab are read on the same clock as Calls and messages and Analytics — the Timezone those pages are set to — so you can line the two up without converting anything. Occasionally Credits used reads slightly over its own total — “16 / 15”. Calls that overlap can each be answered against the same remaining credit, because your Receptionist is never cut off part-way through a conversation to hold the line at an exact number. The figure shows what actually happened rather than stopping neatly at your allowance, and the extra calls are not charged to you.

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By AI Receptionist

Under the tiles, a table breaks the cycle down per Receptionist: Receptionist, Calls and Credits used. Several business numbers can point at one AI Receptionist, so this is the clearest cut of who’s busy. You’re only charged for calls that actually worked: calls your account couldn’t take — because you’d run out of credits or your account was paused — cost nothing, and your own test calls are free and don’t appear on this tab at all.

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Before any calls

Until someone has called, the tab shows No calls yet with the next step for your account instead of the figures:

• On Free Access, or once a plan has ended, See plans takes you to the Plans tab, because your AI Receptionist can’t take real calls until you’re on a plan.
• If your business number is still being set up, Track it on Business numbers shows its progress.
• Otherwise nobody has called yet, and Test your Receptionist lets you try it yourself — test calls are free.

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Top up credits

The Top up credits card at the foot of the tab is where you buy extra credits mid-cycle. It’s there once you’re on a paid plan — not on a trial, and not while a payment has failed. It shows how many credits you have left — split between your allowance and anything you’ve already topped up, if you have both — and the date and time your allowance refills. 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.

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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 when it will fire.
• 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 AI Receptionist stops answering until you top up manually or your cycle resets.

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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.

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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.

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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 AI Receptionist 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 Receptionist comes straight back, and your renewal date never moves.

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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.

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Invoices

The Invoices panel lists every charge — Date, Description, Amount (including tax) and Status. Description says what the invoice bought, not only what it cost. A month of your plan names the plan and the credits it included — “Growth — monthly (100 credits · incl. 1 extra number)” — because one row is one invoice: extras like a spare business number are line items on the same invoice rather than charges of their own. A mid-cycle tier move is named as the part-month adjustment it is, and a top-up names the credits you bought. The description is always the plan that invoice billed, so a row raised before a plan change still reads the plan you were on at the time. Status says what happened to the money: Paid, Unpaid, Void, Credit for a negative amount, and No payment due where there was nothing to collect — an invoice met out of credit you were already holding, say. 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.

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Ending a trial

On a trial, the End your trial section stops it with one confirmation: you’re never charged, your AI Receptionist stops answering, and your business 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.

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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 AI Receptionist 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.

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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: it covers the last 30 days, with tiles for Calls answered and Sent to a person, and the table by Receptionist shows calls and how many were sent to a person instead of 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.