Hey! We subscribed to VAPI Startup plan and were supposed to have ~5.6k minutes included this month. I expected the calls to be free, but we've used up 3k minutes of our included minute budget AND >$80 was deducted from our OpenAI and Deepgram accounts by VAPI. I get it that we can use our personal OpenAI/DG API credits on the pay-as-you-go plan, because then we have a 5-cent top-up on the minute from VAPI. However, if we're paying $1,000 to get free minutes, I expect to not double pay with my own OpenAI/DG credits, that would just mean we effectively increased the price to 16 cents per minute for no benefit... Can you fix this? Thanks!

Please share your org_id with us.

Where can I share it securely, dm?

Via dm

Sent you dm

Thank you for sharing your information! I’ll keep you posted as I work on resolving your issue. Your patience is truly appreciated..

We made ~12k calls, that's not really feasible

You can share 2-3 call_id

Shared 3 call_ids with you now

if you keeps your own API key in place, any usage will be billed to that key—so if you don't want those charges, you'll need to remove it, even on a paid VAPI plan. Don't worry though, we'll refund those calls charges as VAPI credits.

Okay, VAPI credits is a good solution. Will you credit me for all my calls or just the ones I send you?

Hey addeba, Thanks for reaching out! We're currently swamped with a bunch of tickets and it's taking us longer than usual to get back to everyone. I know waiting isn't fun, but we want to make sure we give your issue the attention it deserves rather than rushing through it. We'll circle back with you soon to get this sorted out.

Keep me updated please. Thanks!

Hi, First off, we want to sincerely apologize for the delay in getting back to you. We understand how frustrating it is to wait - especially when you're counting on us - and we owe you a clear explanation of what’s been happening and how we’re addressing it. Over the past few weeks, we've seen a significant increase in support requests. While this reflects exciting growth, it has also stretched our small team and exposed some real challenges in scaling our support operations. To improve your experience, we’ve taken a step back to reassess our approach. Here’s what we’re implementing: - Smarter Support Through Automation: We’re investing in our AI support systems to help you resolve issues more efficiently. Soon, our support bot will offer expanded capabilities, making it easier to access accurate, instant help—particularly for common or repetitive queries. - Expanding the Support Team: To meet growing demand, we’re adding 2–3 new team members focused on managing support volume and improving response times. - Prioritized SLAs for High-Usage Accounts: We’re introducing service level improvements for users who are growing with us: - Accounts with usage over 1,000 minutes/month will receive prioritized support. - For all general inquiries, we’re establishing a standardized 48-hour response time. We’re confident these steps will lead to faster, more reliable support and help us better serve you as you grow with us. Also, in case you still need help with this ongoing ticket, do let us know, and we will help you get this resolved as soon as possible. Thank you for your continued patience and for being part of our journey. Warm regards, Vapi Team