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Billing Bug
# support
n
I need help to figure out where these charges come from. I have activated the automatic recharge of credits every $100, but in addition to that i'm beeing charged another $10 practically every day and it is getting very expensive. On top of that, I have a number linked to Twilio that calls come out of, and they also charge me $10 every day. In december i got charged around $700 in total 😭 The dashboard shows $300 spent in the last month, but im beeing charged the double. https://cdn.discordapp.com/attachments/1329148991715151923/1329148991929188372/image.png?ex=678949f6&is=6787f876&hm=a9357c84a40f83a44d80e4ccb9af319d82727d5d25a15c037d6bbf3ac306e964& https://cdn.discordapp.com/attachments/1329148991715151923/1329148992424120370/image.png?ex=678949f6&is=6787f876&hm=e9ab98ac1fc74df0e8ddba66b0b0fdf3132430a3c6af9c7b5d73aec51eed6761& https://cdn.discordapp.com/attachments/1329148991715151923/1329148992675647578/image.png?ex=678949f6&is=6787f876&hm=10927d12a43047efeb04ac941f737b7bbc01e0246bba8c51ba815ae61a21df10&
v
@Nico Bartolomé I'm sorry to hear about the confusion with the charges. Let's try to clarify where these costs might be coming from. The charges you see could be due to a combination of automatic recharges and per-minute telephony costs associated with inbound and outbound phone calls. Since you mentioned that you have a number linked to Twilio, it's possible that the daily $10 charge is related to the telephony usage through Twilio's services. To better understand the charges, we should look into the following: 1. **Vapi Account Charges**: Review your Vapi account's billing section to see the detailed breakdown of charges. This will show you how much is being spent on automatic recharges and any other Vapi-related costs. 2. **Twilio Account Charges**: Log into your Twilio account and check the usage and billing section. Twilio provides detailed usage records and billing information that can help you understand the daily $10 charges. 3. **Call Volume and Duration**: If you're making or receiving a high volume of calls or particularly long calls, this could explain the higher costs. Check your call logs to see if there's an increase in activity. 4. **Additional Features or Services**: Sometimes, additional costs can come from features or services that are not part of the basic telephony services, such as number rentals, premium support, or add-ons. 5. **Billing Errors**: There's also a possibility of billing errors or discrepancies. It's important to compare the charges on your credit card statement with the billing details in your Vapi and Twilio accounts. If you need assistance reviewing your Vapi account charges, I can help you with that. For Twilio charges, you would need to contact Twilio support directly. Would you like me to assist you with the Vapi account charges now?
You can continue this conversation by mentioning me in the message.
Got it. Tagging @User for additional help.
s
@Nico Bartolomé could you share the org id?
n
yep
0dd378a0-3732-48b9-a04d-f2e091e1a896
s
looping @bryant
@Nico Bartolomé Bryant will get back to you with his investigation findings. If the issue is on our end, we will resolve it promptly, so please don't worry.
n
Ok thanks. Just so you know, I was just doing the math for the prevoius month and now I'm reporting it, but the $10 charges have been going on for a while now.
b
Hi @Nico Bartolomé , it looks like the $10 are from the auto reload which we enable by default when you first enter your card details
The last charge was on the 20th of December I believe
n
But i have the auto reload every $100
b
That charge was from the old billing system, which used Stripe subscriptions
n
And was that payment for credits?
Because after that day i got charged again
b
It was not
It was before credits, where you would accumulate usage, and the final charge would be deducted at the end of your billing cycle
n
b
That was the auto reload, we did the migration to the new billing system
So from the day onwards of the migration, there was no longer any addition to the Stripe bill, and usage was instead deducted from credits
n
And i think there is a bug or something, because when i change it to "Day", it shows the same amount spent
b
Yes, it is a bug on the analytics and I apologize for that. We're working on revamping the dashboard soon to fix all these issues
n
Ok, so how can i know exactly the amount of calls per day and per month?
To calculate the amount spent
On the other hand, I understand that Twilio has its own cost. They are also charging me $10 every 2 days for credits. Based on the number of calls I am making, is that cost okay or can it be reduced in some way?
j
Is this resolved? I have the same issue, I continuously get charged 10usd, in addition to what I pay Twilio. I have now paid about 400usd for less then 800 calling minutes. How is that possible?
s
@Josef I have replied to your ticket and let's continue it over there.
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