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General

  • Why did I receive an email about a fair usage surcharge?

    When you sign up to use Plivo services, you agree to our terms and conditions. Under these terms, you need to maintain healthy calling trends based on some underlying metrics. Plivo monitors these metrics for you, and if your account breaches any thresholds, we alert you about this breach via your registered email address. At the end of each calendar month, if your account is still in breach of any thresholds, Plivo will levy a surcharge in your invoice. The surcharge is calculated at the end of the calendar month and added to your invoice.   



    Threshold

    Amount

    Surcharge

    Abandoned calls

    Less than 20% of call attempts

    $0.02 per call

    Average call duration

    Greater than 35 seconds

    $0.02 per minute

    Short duration calls

    Less than 10% of calls

    $0.015 per call

    Incomplete calls to toll-free numbers

    Less than 5% of call attempts

    $0.10 per call



  • What payment types does Plivo accept?

    We accept payment via credit card or via wire transfer. We accept all major credit cards, including American Express, Visa, Mastercard, and Discover. We don't accept any other modes of payment, including PayPal.

    To add a credit card to your account, follow these instructions.

    To pay via wire transfer, contact our support team and provide the following details: 

    • Use case
    • Company details
    • Estimated monthly volume

    The minimum amount for a wire transfer is $1,000.

     

  • How does auto-recharge work?

    If you've enabled auto-recharge and your account balance drops below the threshold value you've set, Plivo will charge to the credit card associated with your account the recharge amount you've set. If the balance is well below the threshold we may need to charge the recharge amount multiple times until the account balance is equal to or above the defined threshold value.

    Here’s an example of how this works. Say you had a balance of $100, and you set the threshold value to $100 and the auto-recharge amount at $20. If the account balance went down to $10 due to a one-shot spend of $90, the account would be auto-recharged $20 five times to bring the account balance above the threshold value of $100.

    If the first recharge attempt fails, Plivo will wait and try to charge the card again when the balance falls to 75% of the threshold balance. If that recharge attempt fails again, we'll try again when the balance reaches 50% and 25% of the threshold value defined, and when it reaches zero. If we're still unsuccessful and you have a zero or negative balance, you will no longer be able to use any Plivo functions.