Billing & wallet

Billing on oyehello is about as simple as it gets: it’s a prepaid wallet. You add money to it, and your calls draw down from that balance a little at a time - priced per minute of talk time. There’s no monthly subscription, no per-seat license, and no annual contract to sign. If your balance is zero, nothing runs; if it has money in it, your agents work. That’s the whole model.

Think of it like a prepaid SIM card for your calling. You keep some balance on it, calls eat into that balance as they happen, and you top it up whenever you want. Everything lives under Billing in the console.

Why prepaid? It means you’re never surprised by a bill at the end of the month, you can’t accidentally run up a debt, and you only ever pay for calls that actually happened. You’re always in control of exactly how much you spend.

How the wallet works

Every workspace has one wallet with a single balance, shown at the top of Billing → Overview. The big number is your available balance - the money you have left to spend on calls and numbers.

You add money in - through a top-up (more on that below), and every new workspace starts with a bit of free signup credit.
Calls draw money out - each completed call is charged to the wallet at your per-minute rate.
The ledger records everything - right under the balance, the Transactions list shows every credit and debit (signup credit, top-ups, call charges, number purchases and renewals) with a running balance after each one. Nothing is hidden; you can always see exactly where the money went.

Underneath the balance, the console also shows a rough estimate - “About 4,200 minutes of calling at your current rate” - so you have a feel for how far your balance will stretch without doing the maths yourself.

When you create a workspace, we drop a small amount of free credit into your wallet automatically. It shows up in the ledger as “Signup credit.”

What it’s for: so you can build an agent, run a test call to your own phone, and hear the product work - before you’ve paid a rupee.
How it works: it’s a one-time grant. You don’t have to claim it or enter a code; it’s just there the moment your workspace exists.
Tip: use it to run a simulation and a test call on your first agent. That’s the fastest way to know the product fits before you top up for real.

What you pay for (and what you don’t)

The main thing you pay for is talk time - the minutes your agents actually spend on the phone. A couple of other things draw from the same wallet, and a couple of things don’t touch it at all. Here’s the full picture so there are no surprises.

Per-minute call charges

Every completed call - outbound and inbound alike - is charged at your per-minute rate. Your current rate is shown on the pricing page and inside Billing.

When it’s charged: at the end of the call, once we know how long it ran. That’s why a call already in progress will always finish, even if it happens to take your balance slightly below zero - you’re never cut off mid-conversation.
How rounding works: time is billed rounded up to the next whole minute. A 40-second call bills as 1 minute; a call that runs 1 minute 5 seconds bills as 2 minutes. Short calls are cheap, but there’s no such thing as a “half minute” on the bill.
Tip: because billing is per whole minute, very short calls (a quick “not interested, bye”) cost you a single minute regardless. There’s nothing to optimize here - just good to know how the number is reached.

Only connected calls cost money. If a call is skipped by a compliance gate - outside allowed calling hours, on a Do-Not-Disturb list, over the contact-frequency cap - it’s never dialed, so it’s never charged. You pay for conversations, not attempts that the rules blocked.

Phone number rental - billed separately

Renting a phone number is its own line item, separate from talk time:

Buying a number charges a one-time amount to your wallet when you purchase it.
Keeping a number charges a monthly rental at each renewal, also drawn from the wallet.

Both appear in the ledger as “Number purchase” and “Number renewal.” This is deliberately kept apart from call minutes so you can see at a glance how much you’re spending on talking versus how much on keeping numbers around. If a purchase fails downstream, the amount is automatically credited back (you’ll see a “Number refund” line).

Transferring a call to a real phone

If your agent hands a call off to a human on an outside phone number (a warm transfer), that transferred leg runs on the phone network after the handoff, so it may carry a small flat transfer fee in addition to the talk time. This only applies when the destination is an external phone number - internal handling doesn’t incur it.

WhatsApp - on your own account

If you use the WhatsApp features, those messages go through your own WhatsApp/MSG91 account, billed by that provider directly - not through your oyehello wallet. So your wallet balance covers voice; your WhatsApp costs sit with your messaging provider. Two separate bills, on purpose.

Topping up

When you’re ready to add money, go to Billing → Overview and use the Add funds box.

Pick an amount - there are quick presets (₹100, ₹1,000, ₹5,000) or you can type your own. The minimum top-up is ₹100.
Pay securely - payments run through Cashfree’s hosted checkout. You’re taken to Cashfree to pay by UPI, card, netbanking, or whatever you prefer, then brought back to the console.
You’re charged only when you complete the payment. Start a top-up and change your mind? Nothing is charged until you actually finish paying.
We don’t store your card. Because checkout is hosted by Cashfree, there’s no saved card sitting in oyehello for us to show or charge later - each top-up is a fresh, deliberate payment you make.

Once the payment clears, the money lands in your wallet within a few seconds and shows up as a “Top-up” line in the ledger. If a payment ever gets stuck, the console keeps checking with the gateway and updates your balance automatically once it settles - you don’t need to do anything.

Don’t see the Add funds box? If it says “Top-ups aren’t available yet - payments are being set up,” payments haven’t been switched on for your account yet. And if you see a business-verification banner, note that you can top up and build agents right away - only live calls wait on business verification (KYB) to complete.

Auto-recharge (coming soon)

Automatically refilling your wallet when it runs low is on the way - you’ll be able to set a threshold and a top-up amount so campaigns never pause for an empty balance. Until then, keep an eye on the balance (or the low-balance emails below) and top up manually before a big run.

When the balance runs low

Your wallet won’t let you quietly overspend. Here’s exactly what happens as it drains:

New calls need a positive balance. To start a new call, your wallet has to have money in it. At zero (or below), the balance hero shows “Empty - new calls are paused until you top up,” and no new calls go out until you add funds.
Calls already running always finish. Only new calls are gated - a conversation in progress is never dropped for money reasons.
Concurrency scales with your balance. When running a big campaign, the platform only starts as many simultaneous calls as your balance can safely cover, so a burst of calls can’t drive you deep into the negative all at once.
We email you before you’re stuck. When your balance drops below a warning threshold, we send a low-balance heads-up; if it’s exhausted, we send a balance-empty notice. These go to your billing email (see below), not your login address - so make sure that address is one someone actually watches.

The simplest way to never get interrupted: top up in comfortable amounts ahead of a campaign rather than in tiny drips. A bigger buffer means fewer trips to the payment page and no mid-run pauses.

Invoices, tax & billing details

Billing details

Under Billing → Billing Details you’ll find the identity that appears on your invoices:

Company identity - legal business name, GSTIN, PAN, CIN, and registered address. These come straight from your business verification (KYB), so once you’re verified they’re filled in for you and locked (contact support if anything needs changing). No verification yet? These stay blank until you complete it.
Billing email - the address where invoices, payment receipts, and low-balance warnings are sent. This is editable, and it’s separate from your login email on purpose - point it at your accounts or finance inbox so the right person gets the paperwork.

Tax invoices

Under Billing → Invoices you’ll find your GST tax invoices, each with a one-click PDF download (and a Download all button once you have a few).

What gets invoiced: charges like number purchases, number renewals, and call usage.
Credit notes on refunds: if a charge is refunded, a matching credit note is issued and listed alongside your invoices, so your records always balance.

A note on GST: tax invoicing is a region-specific feature that’s enabled where it applies (for India GST). If it isn’t switched on for your account, this section simply stays empty - you won’t see invoices you weren’t meant to get, and nothing is broken. Where it is enabled, every applicable charge produces a proper, downloadable tax invoice automatically.

No contracts, no seats - really

Because it’s all prepaid, there’s genuinely nothing to commit to:

No per-seat pricing. Invite your whole team - you’re billed for calls, not for how many people log in.
No monthly minimum. Top up ₹100, run a few test calls, and stop. Come back next month or don’t. The wallet just waits.
No lock-in. You pay as you go, for what you use, and you can see every rupee of it in the ledger.

That’s the point of the wallet: spend exactly what you decide to, when you decide to, and always know where it went.

Next: Workspace & team → - add teammates, set who can spend from the wallet, and manage your workspace.