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You are charged for your plan on a repeating cycle, monthly or yearly, plus anything you used beyond what your plan includes and any phone numbers past the first. Your plan is fixed and predictable. Everything else depends on use, and you control whether that can happen at all.

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What you are charged for

Agents, knowledge, actions, integrations, team members, and every report are included. There is no per user charge.

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What is not charged

  • Building and editing agents, however many changes you make.
  • Uploading knowledge, whatever the volume within the file size limit.
  • Connecting tools from the app store.
  • Inviting your team.
  • Calls that never connected. See What counts towards my usage.

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Whether your bill can exceed your plan

This is one setting, Overage Usage, in Settings then Plans. It is worth a deliberate decision rather than discovering it at the end of a busy month. Extra usage off, which is the default: when your included minutes or emails run out, your agent stops taking calls and stops sending email until your next billing period. Your bill cannot exceed your plan plus your numbers. The cost is missed calls. Extra usage on: everything carries on and the extra is charged at your plan’s rate. You never miss a call for billing reasons, and your bill varies with your busiest month. Neither is right for everyone. A business whose phone is its main source of work usually wants it on. See Limits.

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Where to find your invoices

Invoices are in your billing settings, with the amount, the period, and what made up the total. Download them there rather than asking support, and add a purchase order or tax number to your billing details if your finance team needs it on the invoice.

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When a payment fails

A failed payment does not delete anything. Your agents, numbers, knowledge, and call history stay as they are while you fix the card. Fix the card in your billing settings and the charge is retried. If it stays unpaid, service is eventually interrupted, so a card that expired is worth fixing the day you notice rather than at the end of the month. A declined charge for a phone number purchase is separate and does not hold the number.

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FAQ

Your plan is charged on a repeating cycle, monthly or yearly from the date you subscribed. Usage beyond your plan and monthly phone number charges appear on the same cycle, so there is one bill rather than several.
Rounded up, per call. A call of 1 minute 5 seconds counts as 2 minutes, and there are no partial minutes. The whole minute is the standard billing increment across carrier telecoms and Brilo follows it. Calls of 10 seconds or less are free. See What counts towards my usage.
Three things only: call minutes beyond your allowance, emails beyond your allowance, and phone numbers past the first one. Everything else, including agents, knowledge, integrations, and team members, is included.
In your billing settings, where you can download each one with its period and a breakdown of the total. Add a purchase order or tax number to your billing details if your finance team needs it to appear.
Nothing is deleted. Your agents, numbers, and history stay exactly as they are while you update the card, and the charge is retried. Service is interrupted only if it stays unpaid, so fix it the day you notice.
Only if extra usage is switched on, or you have bought extra phone numbers. With extra usage off, which is the default, your bill is your plan plus your numbers and nothing else. See Limits.
No. Inviting your team costs nothing, so everyone who needs to listen to calls or read reports can have an account. See Invite your team.
Only the workspace owner, which is whoever created the workspace. Everyone else can edit agents and listen to calls but cannot reach the subscription at all. See Who can do what.
You keep what you have paid for until the end of the period you paid for. See Cancel or change your plan.