How to top up your account balance and avoid service pauses

Forget to top up your account balance, and the service goes on pause. When the balance drops below zero or the plan expires, AI bots stop answering and the widget disappears from your website. The AI receptionist doesn't pick up night calls, website leads stop coming in, and your ads keep spending the budget. And if the balance stays negative for more than 180 days, the account data is deleted.

The “Billing & Payments” section helps you prevent this. Here you top up the balance by card or by invoice, see where the money went and turn on auto-pay with alerts. Auto-pay tops up the balance from a linked card when the amount drops to a set threshold. That way, the service runs without pauses, even if nobody remembers to pay. All service prices are below, too.

Watch the two-and-a-half-minute video, and below you'll find the step-by-step setup.

Why businesses need auto-pay and low balance alerts

• A clinic or salon with an AI receptionist. The low balance alert goes to the administrator in Telegram, and auto-pay tops up the balance from the corporate card. The bot doesn't go silent on weekends, when nobody checks the dashboard.
• An online school before a launch. A voice bot minute package with auto-renewal plus auto-pay: calling the contact list doesn't break off in the middle of the funnel.
• A company or sole proprietor. Payment by invoice with no fee, and the company details are filled in from the tax ID. Closing documents are generated automatically and sent to your accounting department's email.

How your CRM balance works

There is one balance for the whole account, not one per project. It pays for calls, phone numbers, bots, AI, SMS and plan packages. After activation, a new account gets a trial period — it's called “Trial period” in the dashboard — and $1 on the balance. The main items of the “Settings” → “Billing & Payments” menu:

• “Add money” — the “Plan and balance” page: top-ups, renewing the plan with a package, voice bot minutes;
• “Balance details” — transactions, spending by category, SMS, invoices and documents;
• “Balance Alerts” — an email, SMS or Telegram message when money is running low or the plan is about to expire;
• “Auto-pay” — a top-up from your card when the balance drops to the threshold.

The balance amount is always shown in the “Balance” block at the bottom of the menu. Click it to open the “Plan and balance” window with the plan expiry date and the bot minutes left.

How to top up your account balance: step by step

1. 1
   Open the top-up

   “Settings” → “Billing & Payments” → “Add money”. The “Top up balance” window opens.
2. 2
   Enter the “Amount, RUB”

   The window fills in the minimum itself: your renewal package price plus $1.90 and another 5%, or $20.90 without a package.
3. 3
   Choose the “Payment method”

   “Payment systems”, “Bank card 1”, “Bank card 2” or “Bank transfer (invoice)”. For online methods, the window immediately shows the “Fee” and “Will be credited”.
4. 4
   Keep “Auto-renew the plan” ticked

   This checkbox comes with “Payment systems” and “Bank card 1”. With it, your card is saved for auto-pay.
5. 5
   Click “Proceed to payment”

   The payment page opens in a new tab, and the balance updates once the money is credited.

Online methods charge a 15% fee; from $1,000, there's no fee. Payment by invoice has no fee.

A top-up doesn't renew the plan by itself. Renew it with a package on the “Plan and balance” page: in the “Renew the plan” block, choose a period, then click “Buy” and “Pay for the package”. The amount is charged from the balance. What each plan includes is covered in the article CRM pricing plans.

Why the service stopped although there is money on the balance

Money on the balance and a paid plan are two different things. The balance pays for calls, numbers, bots, AI and SMS, while the plan is access to the account for the paid period. When the package period ends, the service pauses even if there are thousands of rubles on the balance: the AI bots go silent and the widget disappears from the website.

Then the “Service paused: tariff expired” strip with the “Renew tariff” button appears at the top of the pages. The button leads to the “Plan and balance” page: in the “Renew the plan” block, the current plan shows “Was valid until” and a red “Expired” label. Choose a package, click “Buy” and “Pay for the package”, and the amount is charged from the balance. If there is not enough money, the window offers to top up the balance.

The plan does not renew from the balance on its own. Only auto-pay from a card renews it automatically: if the plan has packages, when the period ends the linked card is charged for the minimum plan so that the account is not blocked. How to turn on auto-pay is described below. The exception is old plans with daily billing: the subscription fee is charged from the balance every day, and the pause starts at a zero balance.

How to pay for your CRM by invoice as a company

Choose “Bank transfer (invoice)” and start typing the company name or tax ID (INN). Pick the company from the suggestions, and the rest of the details are filled in automatically. Click “Download invoice”. In the payment purpose, put the account number after the # sign exactly as in the invoice, otherwise the payment goes to manual processing. The payment status is shown on the “Invoices” tab of the balance details: “Awaiting payment” → “Paid”.

You can also issue an invoice with the “Issue an invoice” button on the same “Invoices” tab, from $9.31. Company details are saved: next time, pick the company in the “Saved details” list, and for another legal entity choose “— New details”. Issue the invoice in the account you want to top up: the money is credited by the account number in the payment purpose. If a payment has already gone to the wrong account, contact support.

How to turn on auto-pay and low balance alerts

To link a card, top up at least the minimum amount with “Bank card 1” or via “Payment systems” with the “Auto-renew the plan” box ticked. Then, in the “Auto-pay” menu item, turn on “Enable autopayment”, set the “Balance threshold” and the “Top-up amount” (up to $100 at a time), choose the card and click “Save”. If your plan has packages, the card is charged for the minimum plan when the plan expires, so that the account isn't blocked.

In the “Balance Alerts” menu item, turn on “Notify when the balance is low” and set the threshold and the recipients: email addresses, phone numbers for SMS or Telegram usernames. For Telegram, each recipient first opens the @CrmReports_bot bot and taps “Start”. If your plan has renewal packages, the plan expiry alert is turned on in the same place.

Why auto-pay didn't work and how to turn it off

If auto-pay didn't work, open “Autopayment settings” and check the “On” tag, the card selected in the “Card to charge” block, a threshold above zero and an amount of no more than $100, and also that the card itself has money on it. If you deleted the last card, auto-pay has nothing to charge: link a new one with the “Add card” button. To turn auto-pay off, switch off the “Enable autopayment” toggle and click “Save”. The “Delete” button next to a card removes a card you no longer need: it's deleted right away, without “Save”.

Spending breakdown and closing documents

“Balance details” has the “Expense”, “Income” and “Net” tiles. The “By type” block shows how much went on calls, the monthly fee, numbers, the voice bot, the AI assistant and SMS. To find out what a single call cost, paste its CLID from the call details into “Filters”.

Closing documents are generated by the 10th of the following month, and only for payments made by a legal entity by invoice. Card payments don't come with them. You can download them on the “Closing documents” tab. In the “Email for documents” field, enter your accounting department's email, and the documents will be sent there automatically. The act for each invoice is downloaded with the “Act” button on the “Invoices” tab, and a reconciliation statement is requested with the “Request a reconciliation statement” button in the “For accounting” block.

How much services cost: plan, bot, numbers, calls and SMS

• Plan — per user per day: “CRM system” — $0.133, “CRM + Telephony” — $0.33, “CRM + Telephony + Automation” — $0.40, “All Inclusive + Training” — $0.60.
• AI voice bot — $0.12 per minute of conversation on average, and the call itself is already included in this price. The price depends on the length of the instruction, the loading webhooks, the length of the replies the bot speaks and whether you've bought a voice bot minute package.
• AI chatbot — from the “CRM + Telephony + Automation” plan; AI replies cost $0.02–0.03 per dialog on average.
• Number rental per month — Moscow and St. Petersburg — $1.90, other cities — $2.10, mobile — $1.90, 8-800 — $9.90 (incoming calls to it included), 8-804 — $4.90.
• Calls per minute — incoming calls to SIP are free. Outgoing calls within Moscow — $0.0075, within St. Petersburg — $0.0095, to other cities and mobiles — $0.0165. Forwarding to a mobile — $0.0165, via SIP — free.
• Automated calling — from $0.0415 per minute, with your own PBX — from $0.025 (you pay for forwarding in your PBX). These are call connection rates: the average $0.12 per voice bot minute already includes the connection, so you don't need to add them up.

Number and call prices include VAT. Minutes are rounded up; for large volumes, per-second billing is available on request, as are international calls.

How much SMS messages cost

SMS — from $0.0748, the price depends on the operator:

Beeline and MegaFon have their own billing, based on the number of SMS sent to one number in a calendar month:

• Beeline: 1–2 SMS — $0.1096 each. From the third one, the 1–5 SMS package for $0.484 kicks in, and the first two are included in it. The 6–10 SMS package costs $0.2135, 11–20 SMS — $0.4896, from the 21st — per SMS.
• MegaFon: promotional — $0.504 for the 1st–5th, $0.457 for the 6th–20th, $0.0911 from the 21st; authorization — $0.119 / $0.1848 / $0.1848; informational — $0.189 / $0.2198 / $0.2198.

SMS with your own SMS sender ID: MTS — $0.0936, T2 — $0.0888, Yota — $0.0944, MegaFon — $0.1104, Beeline — $0.116, other operators — $0.1104.

Read also: CRM pricing plans: which one to choose and how to switch, Sales call recordings and missed calls: where to find them, AI voice bot for business: how to create a bot and get leads, Account charges breakdown