Use Billing Credits & Usage to view your credit balance, check your usage, understand your charges, and add credits when needed.
Everything is in one place, making it easy to see what you've used, what's included in your plan, and when your credits are applied.
Depending on how your account is set up, your account may include different types of credits.
Let's learn more about how to add credits, check your balance, view your usage, and confirm your credit payment.
Who can use this
Credits and Usage can be managed by Company or Office Admins and are available on all Dialpad plans.
Keep these things in mind:
Your account may include different commitment types, such as Telephony Commitment, AI Commitment and Universal Dialpad Credits, depending on your setup.
Universal Dialpad Credits never expire.
Monthly and annual commitments reset with your billing cycle.
Commitments may be used for services such as calling, messaging, fax, and AI Agent usage.
Credits and usage overview
To access your company credits and usage, to Dialpad Admin Settings and select Billing > Credits and Usage.
From here, Admins can monitor credit usage and transaction history for all services across your office, including:
Available Dialpad credits
Plan usage balance
Usage history.
Export CSV of monthly usage
Add credits and manage auto-recharge.
View company and office usage
Your view depends on your admin role.
Admin role | What you can see |
|---|---|
Company admin | View usage across all offices. Usage History includes an Office column and filter. |
Office admin | View usage for your assigned office only. |
Credit wallets
Your credit wallet displays your balance, usage, and billing cycle.
Depending on your plan, you may see these credits:
Type of Credit | Description |
|---|---|
Calling credits | Pre-purchased credits that covers calling, toll-free, messaging and fax. |
AI agent credits | Pre-purchased AI commitment covers conversations and AI routing. |
Dialpad universal credits | Overflow credits are used when other balances run out. |
When you use a service, Dialpad applies credits in this order:
Your plan allowance.
The matching commitment.
Your Dialpad Credits.
Tip
Turn on auto-recharge to avoid interruptions.
When auto-recharge is on, Dialpad adds credits when your balance drops below $5.
Check plan usage balance
Use the Plan Usage Balance table to check your included allowances and remaining usage.
The table shows:
Committed
Spent
Available
Used %
Depending on your plan, you may see services such as:
Calling
SMS/MMS
Speech IVR
Omnichannel
Fax
Note
AI agentic services do not appear in this table. Track them in the Usage History instead.
Check usage history
Use Usage History to review charges in detail.
To check your credit usage, go to Dialpad Admin Settings.
Select Billing > Credits and Usage
Navigate to Usage History
Use the available filters to quickly find specific usage records.
Filter | Description |
|---|---|
User, group, or contact | View usage for a specific user, group, or contact. |
Month | Show usage for a selected billing month. |
Service | Filter by service, such as Calling or Messaging. |
Credits | Find records based on the credits used. |
Amount | Filter by the charge amount. |
Usage details
Each usage record includes the following information:
Team member/Group that placed or received the call
Date/Time of calls
Phone number that was used
Type of call
Duration of the call
Wallet Source
Cost
Rate
Note
SMS and MMS are billed by message segment. Long messages or messages with emojis and special characters may be split into multiple segments. Standard SMS uses up to 160 characters per segment (70 for Unicode messages).
Services tracked in Usage History
Usage History includes activity for:
Service | Includes |
|---|---|
Calling |
|
Messaging |
|
AI Agent | Voice AI and Digital AI |
Fax | Sent and received faxes |
Other services | Omnichannel and Speech IVR |
Transaction details
You can view more detailed information for each transaction by selecting it.
A side panel opens, revealing more details about that transaction.
Calling | Messaging | Fax | AI Agent |
|---|---|---|---|
|
|
|
|
Export credit usage
To export your credit usage, go to your Dialpad Admin Settings.
Apply your filters in Usage History
Export the filtered results as a CSV file
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The export includes all transactions that match your filters, not just the rows currently displayed.
Tip
The downloaded file uses the format usage-history-YYYY-MM-DD.csv.
Add credits
To add credits to your account, go to your Dialpad Admin Settings.
Select Billing > Credits & Usage.
Select Add Credits
Review the cost
Select Confirm purchase
Office-level billing admins can purchase Dialpad Credits, which do not expire.
Credit auto recharge
Use Dialpad's auto-recharge feature to ensure your offices never run out of call and message credits.
To add auto-recharge to your credits, go to your Dialpad Admin Settings.
Select Billing > Credits and Usage
Turn on Auto recharge
Select an amount for When credits reach
Select an amount to Add this amount automatically
Select Save settings
Once auto-recharge is turned on, your card is charged automatically when your Dialpad Credit balance falls below your chosen amount. The credits are added immediately.
Spending alerts
A spending alert may appear at the top of the page when there's a noticeable change in spending.
The alert highlights the main cause of the increase and can be dismissed at any time.
Frequently asked questions
Why was I charged if I have a plan allowance?
Dialpad uses your plan allowance first. If it's fully used, charges are covered by the matching credit wallet, then your Dialpad Credits.
What's the difference between Wallets and the Plan Usage table?
Wallets show your available credits and credit usage. Plan Usage shows your included allowances and how much you have left.
Why don't I see AI Agent usage in the Plan Usage table?
AI Agent usage is tracked separately. Check the AI Agent Credit wallet or Usage History to view your AI usage.
Do credits expire?
No. Dialpad Credits don't expire. However, pre-purchased monthly and annual bundles reset with your billing cycle.
Can I export filtered results?
Yes. You can export the currently filtered Usage History data as a CSV (.csv) file.