Billing questions are among the most common support requests. This guide addresses the most frequent billing and credit issues and explains how to resolve them quickly.
Issue: My credits ran out unexpectedly
Check your transaction history in Billing > History to see what consumed your credits. Common culprits are longer-than-expected calls, high call volume, or a campaign that ran more calls than anticipated. Set up a low-balance alert and consider enabling auto-recharge to prevent this in the future.
Issue: I was charged for a call I did not make
Review the call log in Conversations to find the call in question. If you do not recognize it, check whether any team members have access to your account and may have initiated the call. If the charge appears to be an error, contact support with the call ID and timestamp.
Issue: My credit purchase did not appear in my balance
Credit purchases typically appear within 1–2 minutes. If it has been more than 10 minutes, check your email for a payment confirmation. If the payment was processed but credits did not appear, contact support with your payment receipt.
Issue: A phone number was charged after I thought I released it
Number rental fees are charged monthly on the anniversary of purchase. If you released the number after the billing date, you will still be charged for that month. To avoid future charges, release numbers before their monthly renewal date.
Issue: I want a refund for unused credits
Credits do not expire and can be used for any future service on the platform. Refund policies vary — contact the Live Bots 365 support team through the Contact page to discuss your specific situation.