What are calling credits?
Calling credits work like a prepaid top-up for your CallHippo account. You can add them anytime, and they’re used only when certain situations come up that aren’t covered by your plan.
When Are Calling Credits Used?
Calling credits are used in these cases:
You call or receive calls from countries not covered in your current plan.
You send or receive SMS messages.
You've used up all your free calling minutes for the current billing cycle and still want to keep calling.
You make or receive calls to/from premium numbers (special numbers with higher charges).
You forward calls to an external number in a country that’s not included in your plan.
How Are Credits Deducted?
Credits are used up based on your actual usage and the rates for calls and SMS. You can view the current rates here:
Steps to add calling credits to your account:
1. Log in to your CallHippo dashboard.
2. Navigate to the profile section on the top right corner of the screen and click on the “Plan and billing” option from the drop-down menu.
3. Scroll to the “Calling credits” section and then click on the dropdown besides the ‘credits’ option as visible in the screenshot below:
4. Select from the dropdown the number of credits you want to add to your account.
5. If you want to manually enter the number of credits that you want to add to your account, you can scroll down in the same dropdown list. Refer to the screenshot below:
6. Click on “more” so that you can enter the amount of credits manually.
Please note that the range of credits you can manually enter is between 10 to 2000.
7. Once the amount of credits is entered or selected, click on the “Add” button to proceed.
8. The system will then prompt you to confirm the purchase in the dialog showing the price of the credits as per your preferred currency.
9. Click on “Yes” to proceed with the purchase.
Important information:
Unused calling credits are automatically removed from your account when you cancel your subscription.
If you reactivate your account within 30 days of cancellation and contact our support team, we’ll restore any unused credits to your account.
If you do not plan to reactivate your account, please note that, as per our terms and conditions, unused credits are non-refundable after cancellation.
Auto-recharge feature:
What is the auto-recharge feature?
The auto-recharge feature automatically adds calling credits to your account when your balance falls below a set minimum limit. This ensures uninterrupted service without the need to manually top up each time.
You can choose the minimum credit balance that triggers the auto-recharge, as well as the amount of credits to be added.
When this limit is reached, the system will automatically charge your saved primary payment method and add the selected amount of credits to your account.
Steps to enable auto-recharge:
After completing Step 3, you will see the Auto-Recharge option, as shown in the screenshot below.
Click the toggle to turn on Auto-Recharge. Once enabled, you can set the minimum credit balance and choose the amount to be automatically added when your balance falls below this limit.
Once the limit and amount are set, you can click on “Save” to save the setting, and you will see the message in green confirming the changes being saved for your account.
Note:
Auto-recharge with the desired amount will be processed from the linked card once the minimum balance of calling credits goes below $5.
The auto-recharge feature may not work if the transaction for it gets declined for any reason.
The charges for the auto recharge will be incurred to your primary card/payment method added set for your account.
If two consecutive transactions fail from your card, the auto-recharge feature will be automatically deactivated. To resume the feature later, you’ll need to manually disable and then re-enable the card from your account settings.
How can I add credits directly from the dialer?
Here are the steps to add credit from the CallHippo dialer:
Step 1: Open your CallHippo Web Dialer.
Step 2: You must click on the 3 horizontal lines on the dialer and select the Menu option.
Step 3: Please select the "Credit" option to add balance to your account from the given menu option.
Step 4: As soon as you click on “Credit option,” it will give you the option to choose the desired amount, and then click on 'Add Credits' to proceed.
Step 5: If you want to add a lesser amount of calling credit, choose the "More" option from the dropdown menu. Enter the amount and click on the "Add" button, following the steps in the provided screenshot.
Important information:
You can add credits only from the CallHippo web dialer and desktop application using the owner account.
You do not get the option to add credits to your account from the mobile applications (Android and iOS).
Some basic queries related to calling credits and the auto-recharge feature:
Q: Are unused calling credits refundable?
A: No, unused credits are non-refundable after cancellation unless you reactivate within 15 days and contact support.
Q: Will I lose my credits if I cancel my subscription?
A: Yes, unused credits are removed when you cancel. But if you reactivate within 30 days and reach out to support, they can restore them.
Q: When does auto-recharge get triggered?
A: Auto-recharge activates when your credit balance drops below $5 (or your set threshold), charging your saved primary payment method.
Q: Can I still make calls if I run out of free plan minutes?
A: Yes, but the system will start using your calling credits for any calls made after you exhaust your plan minutes.
Q: Why is my auto-recharge feature not working?
A: The auto-recharge may fail if your saved payment method is declined during the transaction. If two consecutive recharge attempts fail, the feature will be automatically disabled.
Q: What should I do if auto-recharge was disabled due to failed payments?
A: You’ll need to go to your account settings, manually disable the current card, and then re-enable it to reactivate the auto-recharge feature.
We hope this was helpful!
I hope this helps. If you still face any queries, please feel free to reach out at [email protected]