Billing & Invoices

Everything about money in the Voice AI portal lives in one place: your plan, your voice‑minute balance, your spending, your invoices, and the card you pay with. This guide walks through every billing screen you can see as a portal user — what each number means, how to top up minutes, how to upgrade or change your plan, and how to download receipts for your accountant.

There are two kinds of charges in Sysevo, and it helps to keep them separate in your head:

• Your subscription — a recurring monthly or annual fee for the portal, CRM and AI tools (your "plan").
• Your voice minutes — what it actually costs to make and receive calls, paid from a wallet either pay‑as‑you‑go (PAYG) or via prepaid minute packs.

In this guide

• Where to find billing
• The Usage & Billing page
• The Voice Wallet (minutes & top‑ups)
• Auto‑recharge
• Minute packs
• The Invoices page
• Managing your subscription & plan
• The checkout flow
• The "you're all set" success screen
• Payment methods
• The Stripe billing portal
• The Client Billing page (portal‑wide)
• Common workflows
• Tips & troubleshooting

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Where to find billing

Billing is reachable from anywhere in the Voice AI hub. In the top bar of the hub you'll see three related controls on the right‑hand side:

In the navigation, the pages are named:

• Usage & Billing — the main billing dashboard (/voice/billing)
• Wallet — manage minutes and top‑ups (/voice/wallet)
• Invoices — your receipts and invoice history (/voice/invoices)

The "Plan & usage" dropdown is the fastest way in. It shows your minutes remaining with an inline warning when you're running low, lists which features your plan unlocks (and how many are still locked), and gives you one‑click buttons: View usage & billing, Top up minutes / Add voice minutes (shown when minutes are low or empty), and an Upgrade link to the next tier.

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The Usage & Billing page

This is your billing home base. It opens at Voice → Usage & Billing and is laid out in two columns: a wide left column with your usage history and detail, and a narrower right column (which stays pinned as you scroll) with three summary cards — Current Plan, Wallet, and Payment Method.

Note: This page is gated behind your plan's analytics access. If your plan doesn't include analytics, you'll see an upgrade prompt instead of the dashboard.

Left column — your usage in detail

The left column is a single scrolling stack of sections, separated by thin dividers, in this order:

1. Voice Minutes
2. Monthly Spend
3. Minute Packs
4. Transactions
5. Invoices

1. Voice Minutes

This section answers "how many minutes have I used this billing period?" It adapts to how your plan works:

• If your plan includes a monthly minute allowance, the big number is minutes used, shown as used / included min (for example 1,180 / 2,000 min). Below it you'll see your current billing period dates and a "Nd remaining" countdown that turns amber in the last 5 days. A thin usage bar fills up as you use minutes — it's white normally, amber at 70%+, and red at 90%+. Underneath, two small labels show the percentage used and the minutes remaining.
• If your plan has no included minutes but you have pack minutes, the big number is your pack minutes remaining, with the note "From minute packs · Never expire".

If you go past your included allowance, an amber overage banner appears: it shows how many overage minutes you've used and an estimated dollar cost based on your per‑minute rate.

At the bottom is a small three‑up stat strip for the current period:

2. Monthly Spend

A six‑month bar chart of what you've actually spent on calls, month by month. The current month is highlighted brighter than the rest. Hover any bar to see a tooltip with the exact dollar amount and minutes for that month. To the right of the heading you get two running totals: 6‑month total (dollars) and 6‑month minutes.

This chart only counts real dollar charges — minutes drawn from a prepaid pack don't add to the spend bars (because you already paid for them up front).

3. Minute Packs

A grid of prepaid minute pack offers you can buy without leaving the page. Each card shows the pack name, the number of minutes, the one‑time price, and a green −X% savings badge versus pay‑as‑you‑go where applicable. Press Buy pack and you'll be sent to Stripe's secure checkout; when you come back, your minutes are added automatically.

A "Manage wallet →" link in the corner jumps to the full Wallet page. The footnote reminds you: One‑time purchase · Minutes never expire · Work across all agents. (Packs are covered in full under Minute packs below.)

4. Transactions

A complete, paginated history of every wallet movement — top‑ups, pack purchases, call charges (debits), auto‑recharges, refunds and any admin adjustments. It loads 10 at a time with a Load more button at the bottom.

Each row shows an icon (down‑left arrow for money out, up‑right green arrow for money in), a description, the date, and — for calls — the minutes. On the right is the amount and your running balance afterwards. Transaction types are labelled in plain language:

Calls paid with pack minutes show as −N min · pack minutes rather than a dollar figure (since no money changed hands).

5. Invoices

The same invoice list that appears on the dedicated Invoices page, embedded here for convenience. It shows two summary tiles (Total invoices, Total paid), then a list of each invoice with its number, status pill, date and amount. Each row has a download (PDF) icon and an open (hosted invoice) icon. A small Stripe Portal link in the corner opens Stripe's billing portal in a new tab.

Invoice status pills are colour‑coded:

Right column — your three summary cards

These three cards stay pinned beside you as you scroll.

Current Plan card

Shows your plan name and monthly price at the top, then a tidy list of your plan's limits with live usage:

A value turns amber when you've hit that limit. Below the limits is a row of feature chips — green with a tick for features your plan includes (Outbound Calling, Campaigns, Caller Memory, AI Analysis, API Access, MCP Tools, Zapier, Custom Widget) and grey with a lock for ones you don't have yet.

At the bottom:

• On Free/Starter/Growth plans you'll see an Upgrade plan → button that opens the plans comparison.
• On the Business plan you'll see an "Unlock with Enterprise" panel listing Enterprise perks (unlimited concurrent calls, unlimited seats, custom branding & domain, multi‑tenant platform, dedicated support) with a Talk to us button.
• On Enterprise the same perks are shown as already included (green ticks).

Wallet card

A compact version of your wallet. If you hold pack minutes, the headline is your minutes remaining (e.g. 1,180 min) plus any PAYG dollars alongside. Otherwise it shows your PAYG dollar balance, which turns amber when low and red when empty ("No funds — calls paused"). Two rows show your per‑minute Rate and whether Auto‑recharge is On or Off. The button at the bottom reads Manage Wallet, or Add Funds when you're low/empty.

Payment Method card

Shows the card Stripe has on file. If a card is saved, you'll see a stylised card graphic with the brand (Visa, Mastercard, Amex, etc.), the last four digits, the expiry, and two status pills: Auto‑recharge ready and Fast top‑up. Two actions are available: Replace card and Billing portal (both open Stripe in a new tab).

If no card is saved, the card shows a dashed "No card on file" panel explaining the benefits (instant top‑up, uninterrupted service, secured by Stripe) and an Add payment method button.

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The Voice Wallet (minutes & top‑ups)

The Wallet page (Voice → Wallet) is where you actually buy minutes and manage how you pay for calls. It has a wide left area for your balance and controls, plus a fixed Minute Packs panel pinned to the right edge.

Current balance

At the top, your PAYG dollar balance is shown large, colour‑coded green/amber/red by health. Below it is a plain‑English estimate of how many minutes that buys at $0.09/min. If you also hold pack minutes, a pill shows those separately ("pack minutes · never expire"). A small status row underneath summarises three things at a glance: whether auto‑recharge is on/off, your current plan, and the reminder that minutes never expire.

Add funds (pay‑as‑you‑go top‑up)

This is how you add PAYG dollars to your wallet.

1. Type a dollar amount into the large $ input, or tap one of the quick‑pick buttons: $10, $25, $50, $100, $200.
2. As you type (for $5 or more), an "Estimated minutes" figure shows roughly how many minutes that buys. Below $5 you'll see "Minimum $5".
3. Press Add $[amount]. You're redirected to Stripe to pay securely.
4. After paying you're returned to the Wallet, and your new balance appears automatically.

The minimum top‑up is $5. The Add button stays disabled below that.

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Auto‑recharge

Auto‑recharge tops your wallet up automatically so you never run out of credit mid‑call. Find it on the Wallet page, under Add funds.

How to set it up

1. Toggle Auto‑recharge on.
2. Set Trigger below — the balance at which a top‑up fires. Options: $5, $10, $20, $50.
3. Set Add amount — how much to charge each time. Options: $20, $50, $80, $100, $200.
4. Press Save settings. The button briefly shows Saved to confirm.

If you don't yet have a card saved, an amber note appears: "No payment method saved yet. A card will be stored when you next top up via Stripe." In other words, do a normal top‑up once and your card is remembered for future auto‑recharges.

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Minute packs

Minute packs are prepaid bundles of voice minutes at a discount versus PAYG. They're a great fit if you make calls regularly and want to lock in a lower per‑minute rate. Key facts:

• One‑time purchase — not a subscription.
• Minutes never expire.
• Work across all your agents.
• Bigger packs carry a bigger discount, shown as a green −X% badge versus the $0.09/min PAYG rate.

Where to buy them

• On the Wallet page, in the fixed Minute Packs panel on the right.
• On the Usage & Billing page, in the Minute Packs grid.

How to buy

1. Find the pack you want and check its minutes, price and per‑minute rate.
2. Press Buy (Wallet) or Buy pack (Usage & Billing).
3. Complete payment on Stripe.
4. You return to the portal and the minutes land in your wallet automatically.

How minutes are spent: when both pack minutes and PAYG dollars are available, calls draw down your pack minutes first (since you've prepaid them), and only fall back to PAYG dollars once packs run out.

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The Invoices page

The dedicated Invoices page (Voice → Invoices) is your formal billing history — every receipt for your subscription and any other Stripe charges, ready to download for accounting. It's titled "Invoices" with the subtitle "Your billing history and payment receipts."

What you see

• Summary tiles at the top: Total Invoices, Total Paid, and a Payment methods tile linking into Stripe.
• A Manage Billing button (top‑right) and a "Manage in Stripe" link, both opening Stripe's billing portal.
• An invoice table with these columns:

At the bottom is a "Manage your subscription" card with an Open Stripe Portal button, where you can update payment methods, download receipts, or cancel.

How to download an invoice

1. Find the invoice in the table.
2. Click the download (⬇) icon to get the PDF — this is the version to send your accountant.
3. Or click the open (↗) icon to view the hosted invoice in your browser (with an online pay button if it's still open).

If you have no invoices yet, you'll see "No invoices yet — Invoices appear here after your first payment."

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Managing your subscription & plan

Your subscription is the recurring plan that powers your portal. You can see your current plan on the Usage & Billing page (the Current Plan card) and change it from the plans comparison page.

The plans comparison page

Reached via Upgrade plan → on the Current Plan card, or the Upgrade action in the Plan & usage dropdown. It opens a full‑screen comparison of every tier.

Each plan card lists its headline features and a call‑to‑action button. A Monthly / Annual toggle at the top switches all prices; annual billing shows a Save X% badge. The Growth plan is flagged Popular.

The really useful part: when you're signed in, the page knows your current plan and adapts every button:

Clicking:

• Free → drops you into your agents dashboard (no payment needed).
• Starter / Growth / Business → opens the checkout for that plan, carrying your monthly/annual choice.
• Enterprise → opens the Sysevo enterprise contact page in a new tab ("Talk to us").

Below the tiers is a White Label section for partners who want to resell the platform under their own brand — it leads to a separate application (/partner/apply) and is reviewed manually. There's a "← Back to billing" link in the header to return.

Changing, cancelling or pausing your subscription

Day‑to‑day subscription management — updating the card, changing billing details, downloading receipts, or cancelling — is handled through Stripe's secure billing portal, which you can open from several places (see The Stripe billing portal). Upgrades and downgrades start from the plans comparison page above.

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The checkout flow

When you choose a paid plan, you land on the checkout page. It has your plan summary on the left and a sign‑up / payment form on the right.

Left side — plan summary

Shows the plan name, tagline, a Monthly / Annual toggle (annual shows the dollar saving per year), the headline price, the plan's key highlights and full feature list, and a reminder that voice minutes are billed separately from your wallet ($0.09/min, or cheaper with a pack).

Right side — account & payment

The form adapts to whether you're signed in:

• Already signed in → heading reads "Complete your upgrade". Your email is pre‑filled and locked; you can add/confirm your business name and your name, then press Continue to payment.
• New customer (default for guests) → fill in Business name, Your name, Work email and a Password. An account is created for you, then you continue to payment.
• Sign in (tab for existing customers who aren't logged in) → enter your email and password to sign in first, then complete the purchase.

In all cases, pressing Continue to payment sends you to Stripe to enter card details. A small trust line reads "Secured by Stripe · Cancel anytime · No hidden fees", and a stats strip shows "5 min to go live", "$0.09 per minute" and "No lock‑in". If a plan's checkout hasn't been configured yet, you'll see a message asking you to contact support.

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The "you're all set" success screen

After Stripe confirms your subscription payment, you're returned to a friendly confirmation page.

The page shows:

• A plan‑activated chip (e.g. "Growth plan activated") in the plan's accent colour.
• A big "You're all set." heading and a welcome line.
• A Next steps checklist: Connect a phone number to your agent · Customise your agent's personality and knowledge · Publish and start taking calls.
• A Go to my agents button (and a "Skip to dashboard →" link in the header).
• A wallet nudge reminding you to add voice minutes before you can place or receive calls.
• A short reference number at the very bottom (the last part of your Stripe session ID) — handy if you need to quote it to support.

While it confirms the payment behind the scenes you'll briefly see "Confirming your subscription…". Even if that check is slow, your plan is still applied automatically once Stripe notifies the system, so you can safely continue to your dashboard.

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Payment methods

Your card is stored securely by Stripe — Sysevo never holds your card number. You can view and manage it in three places:

1. Usage & Billing → Payment Method card (right column). Shows the saved card, with Replace card and Billing portal actions, or an Add payment method button if none is saved.
2. The Stripe billing portal — the canonical place to add, replace or remove cards.
3. Client Billing page → Saved payment methods card (see below), which lists each card's brand, last four digits and expiry.

How to add or replace your card

• No card yet? Either press Add payment method on the Payment Method card, or simply make any top‑up on the Wallet — your card is saved during that Stripe checkout for future use.
• Replacing a card? Use Replace card on the Payment Method card, or Manage Billing / Billing portal to do it inside Stripe.

A saved card unlocks auto‑recharge, fast top‑ups, and uninterrupted subscription billing.

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The Stripe billing portal

Several buttons across the billing screens open Stripe's secure billing portal in a new tab — look for Manage Billing, Billing portal, Stripe Portal, Open Stripe Portal, or Manage in Stripe. Inside the portal you can:

• Update or remove your payment methods.
• Download invoices and receipts.
• Update your billing email and address.
• Cancel your subscription.

This is Stripe's own hosted interface, so it's always up to date and PCI‑secure. If the portal ever fails to open from the Client Billing page, the app falls back to a direct portal login link so you can still get in.

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The Client Billing page (portal‑wide)

Alongside the Voice‑specific screens, the portal has a broader Billing page (reached from the main client area, and reused across industry dashboards such as hospitality, rentals, vets, marketing and more). It pulls live data straight from Stripe and is organised around your overall account subscription. It auto‑refreshes about once a minute, and you can force a refresh at any time.

What's on it

At the top, four overview cards:

Then a main area with several panels:

• Subscription Overview — your plan name, account email, a status badge (active, trialing, past due, etc.), the current billing period, the recurring amount (e.g. "$49.00 / month"), and whether it's auto‑renewing or set to end at period close. If there's an upcoming charge, it's called out with the amount and date.
• Invoices — each invoice with its number, status, created/paid dates and total, plus PDF and View buttons.
• Payment History — every charge with amount, status, date, description, a refunded badge where relevant, any failure message, and a Receipt link.
• Billing Portal (sidebar) — Access Live Portal and Direct portal login buttons.
• Saved payment methods (sidebar) — each card's brand, last four digits and expiry.
• Need help? (sidebar) — Contact support and Help centre shortcuts.

How to use it

• Refresh — press Refresh (top‑right) to re‑pull the latest data from Stripe. The page also refreshes itself automatically every minute.
• Open Billing Portal — opens Stripe to manage cards, invoices and cancellation.
• Download a receipt — use PDF / View on an invoice, or Receipt on a charge.
• If billing data can't load, an error card appears with Retry and Open portal instead buttons.

Voice‑specific vs. portal‑wide: the Voice → Usage & Billing page is the place for voice minute usage, wallet, packs and call charges. The Client Billing page is the place for your overall subscription, invoices and payment history pulled live from Stripe. They complement each other.

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Common workflows

"I'm running low on minutes"

1. You'll notice the Wallet chip in the top bar turn amber/red, or a warning in the Plan & usage dropdown.
2. Open Wallet (or click Top up minutes).
3. Either add PAYG funds (quick‑pick $25/$50, then Add), or buy a minute pack for a better rate.
4. Turn on Auto‑recharge so this doesn't happen again.

"I want a cheaper per‑minute rate"

1. Go to Wallet or Usage & Billing → Minute Packs.
2. Compare packs — bigger packs show a larger −X% discount.
3. Buy the pack that matches your monthly call volume. Minutes never expire, so buying ahead is safe.

"I need last month's invoice for accounting"

1. Open Invoices (or the Invoices section on Usage & Billing, or Client Billing).
2. Find the invoice and click the download PDF icon.
3. For a formal receipt of a specific charge, use the Receipt link on the Client Billing Payment History.

"I want to upgrade my plan"

1. From the Current Plan card press Upgrade plan → (or Upgrade in the Plan & usage dropdown).
2. On the comparison page, choose Monthly or Annual, then click the higher tier ("Upgrade").
3. Confirm details and Continue to payment in Stripe.
4. You'll land on the "You're all set" screen with your new plan active.

"I need to update my card or cancel"

1. Open any Manage Billing / Billing portal / Open Stripe Portal button.
2. In Stripe, update your payment method or cancel the subscription.
3. Back in the portal, press Refresh (Client Billing) to see the change reflected.

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Tips & troubleshooting

• Minutes vs. dollars. Your wallet can hold both prepaid pack minutes and PAYG dollars. Calls use pack minutes first, then PAYG. The big number on the Wallet is your PAYG balance; pack minutes are shown in a separate pill.
• Minutes never expire. Pack minutes carry over indefinitely and work across all your agents.
• Calls pause at $0. If your wallet hits empty with no pack minutes, calls are paused until you top up. Auto‑recharge is the easiest way to avoid this.
• The $5 minimum. PAYG top‑ups must be at least $5.
• Card is held by Stripe, not Sysevo. You add or change it through Stripe's checkout or billing portal; we never see the full number.
• Two billing pages, two purposes. Use Usage & Billing for voice‑minute usage and wallet; use Client Billing for your overall subscription and Stripe invoice/payment history.
• Plan limits turn amber. On the Current Plan card, a limit (agents, seats) shown in amber means you've reached it — upgrade to add more.
• Annual saves money. Toggle to Annual on the plans or checkout page to see the yearly saving versus paying monthly.
• "No invoices yet" simply means you haven't been charged yet — invoices appear after your first payment.
• Keep your reference number. The success page shows a short Stripe reference; quote it to support if you ever query a charge.
• Portal won't open? From Client Billing, use the Direct portal login fallback link if the main button fails.

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Need a hand? Use Contact support or Help centre from the Client Billing page's "Need help?" panel, or reach out to your account team.