Understand credit balances and renewals
For a standard workspace, the usable credit balance is:
available credits = remaining included credits + purchased credits
Wirevox draws down included credits first, then purchased credits.
Balance types
| Balance | Behavior |
|---|---|
| Included credits | Supplied by the current plan and replenished when the subscription lifecycle resets the allowance. |
| Purchased credits | Added by a successful top-up and do not expire. |
| Total credits used | Cumulative usage counter maintained on the workspace. It is not the same as a date-filtered ledger total. |
| Reserved credits | Temporarily held before a Website Chat or Vox generation, then settled to actual usage or refunded. |
| Carryover seconds | Unbilled voice seconds banked separately on each agent until they form complete billing minutes. |
When included credits change
Included credits are set on the first subscription. They are reset to the current plan allowance when Stripe reports a billing-cycle renewal or a plan-tier change. Purchased credits remain separate.
When a subscription fully ends, Wirevox returns the workspace to Free and sets included credits to zero. Purchased credits are intentionally preserved.
Scheduling cancellation does not end access immediately. The paid tier remains active until the displayed cancellation date, after which the subscription-deleted lifecycle runs.
Reservations
Website Chat and Vox estimate a safe upper bound before starting a model response. If the workspace cannot reserve that amount, the request can be rejected even when the eventual short answer would have cost less.
After processing:
- actual usage is settled;
- unused reserved credits are returned;
- a failed generation settles to zero when the failure path completes; and
- abandoned Vox reservations expire after 15 minutes and are recovered on a later reservation attempt.
The balance can therefore dip while a request is running and rise when it settles.
Zero balance
Standard workspaces cannot start browser voice tests, outbound calls, or Vox/Website Chat generations without enough credits for their applicable gate or reservation. Inbound phone calls are rejected when the combined balance is zero or negative.
An answered live call is given a maximum duration derived from the balance and the agent's current credit rate. This protects against knowingly starting an unbounded call, but metering and provider events are asynchronous; keep a buffer rather than operating exactly at zero.