Your bill reflects how much you used the platform that month. Usage is tracked across three categories: calls, text messages, and emails. More activity in any of those categories increases your bill.
What gets counted
Calls - Each outbound call logged through the dialer counts as one call.
Text messages - SMS and MMS are counted separately. For SMS, billing is based on the number of segments, not the number of messages. A short message sends as one segment. A longer message that exceeds 160 characters sends as multiple segments, so a single long message can count as two or three segments.
Emails - Only outgoing emails are counted. Replies or inbound messages you receive do not add to your total.
Free allowances
Each plan type includes a monthly credit for texting and a monthly allowance of free calls. Usage within those limits does not add to your bill. Once you exceed the included amounts, additional usage is charged at the standard per-unit rate.
If your account is part of a group of related organizations, usage from all accounts in the group is combined and measured against a single shared allowance.
Common reasons a bill is higher than expected
You sent more text messages or placed more calls than in previous months.
A campaign or import triggered a large batch of outgoing messages.
Long SMS messages sent as multiple segments each can multiply your segment count faster than expected.
MMS messages (those with images or media) count separately from SMS and have a different rate.
Where to see your usage
Go to the Usage page in the app. The Summary view shows your monthly totals with free allowances applied. The Detail view shows raw usage before any allowances are applied.
Questions about your bill
If the numbers on the Usage page do not explain the change, or if you believe there is an error, contact support and include the month in question.