VeloConnect uses a single shared wallet per company. Every message you send, every minute on a call, every phone number you rent comes out of the same balance. Top it up once, the whole team can work against it.
How the wallet works
- One balance per company. Not per user, not per channel.
- Top up in your preferred currency — you pay once, we hold the balance, every usage charge comes out of it.
- Charges happen in real time. Send a message and the cost is deducted on delivery, not at the end of the month.
- Below zero is blocked. If a charge would take you under your floor (default 0, configurable per company), the action fails with a clear error rather than running up a debt.
The flat monthly fee (if you’re on a paid tier) is charged separately — see Pricing and your rate card.
Adding funds
- Click the Wallet balance card on the dashboard, or go to Settings → Billing → Top up.
- Pick an amount. Suggested values reflect typical 1-week and 1-month usage for your account.
- Pick a payment method:
- Card — Visa, Mastercard, or any other 3-D Secure card. Funds clear instantly.
- Bank transfer — slower (1–3 business days). Useful for larger top-ups your finance team prefers to wire.
- Saved card — if you’ve topped up before with a card, it’s saved here for one-click reuse.
- Confirm and pay.
Once funds clear, the wallet card updates and a confirmation row appears in Transactions.
Auto top-up
Set this once and you never run dry. Open Settings → Billing → Auto top-up:
- When the balance falls below — your floor (e.g. €100).
- Add this much — the top-up amount (e.g. €500).
- From this card — pick a saved card.
The first time auto top-up fires, we send the billing email a confirmation. After that, it runs quietly — you’ll see the top-up row in Transactions like any other.
You can pause auto top-up from the same screen without deleting the rules.
Low-balance alerts
Whether or not you use auto top-up, VeloConnect emails the billing address when the wallet crosses these thresholds:
- Warning — about a week of usage left at your recent rate.
- Critical — under 24 hours of usage left.
The dashboard card turns amber and then red at the same thresholds. Set the thresholds in Settings → Billing → Alerts.
Where you’ll see usage charges
Every charge has its own row in the Transactions list. For messaging and voice, the row shows:
- Date and time
- Channel (SMS, WhatsApp, voice, etc.)
- Destination country
- Quantity (messages, minutes)
- Cost
- Campaign or contact ID, if the charge came from a specific outreach
You can export the list to CSV for any date range — see Transactions and invoices.
Refunds
We refund a charge if the underlying message failed for a reason that’s on our side (e.g. a carrier outage that delivered a “0 of N” status). Refunds appear as a positive entry in Transactions, tagged Refund, with a reference to the original failed charge.
If you think a charge should have been refunded but wasn’t, email [email protected] with the transaction ID — we’ll look at it.
A practical note
For the first month, top up small and watch the burn rate. Most teams under-estimate WhatsApp template message costs and over-estimate plain SMS costs. The dashboard’s Today’s volume card tells you what you’re actually spending after a day or two — adjust your top-up cadence from there.