Find your balance, see what spent it, and work out what a charge was for.
Who can do this: owners, and managers where the role allows it. If Billing is missing from your sidebar, your role does not include it.
The Billing page
Open Billing from the sidebar. The Overview tab is where the account's money lives.
Available funds is the balance calls and messages draw down. Add to balance tops it up, and Auto-recharge refills it automatically so calling does not stop mid-session.
Three tabs across the top:
Overview: balance, auto-recharge, and the shortcut into your plan.
Payment Methods: the cards on file.
Billing History: past invoices.
Two buttons sit above them: View Subscription Plan for what you are on, and View Usage Details for where the money went.
Auto-recharge
Auto-recharge tops the balance up when it falls below a level you set. It is off until you turn it on, and the Overview tab says which state you are in.
Turn it on if you dial in volume. A balance that hits zero mid-session stops calls, and nothing warns the rep on the phone at the time.
Work out what a charge was for
Open Billing.
Select View Usage Details.
Set the time frame to cover the charge.
Compare the date and the service category against the charge you are querying.
Usage is broken down by service and by day, so a spike is usually explainable by looking at what happened on that date.
Costs come from several places, and it is worth knowing which is which before assuming a mistake:
Calls, charged by the minute.
Phone numbers, charged monthly per number you hold.
iMessage lines, charged monthly per line.
Enrichment and phone validation, charged per job.
Seats and subscription, charged on your plan's cycle.
A number or a line you are not using still costs you monthly. Releasing what you no longer need is the usual fix for a bill that has crept up with no change in calling.
Pricing
The subscription is $199 per month, and additional seats are $50 per seat per month. Volume discounts are available, so if you are buying a lot of seats it is worth asking.
Everything else is usage-based and metered against your balance rather than fixed in a price list. Calls, phone numbers, iMessage lines, enrichment and phone validation each show their own rate at the point you use them, and the figures on your own billing and usage pages are the ones that apply to your account.
Do not rely on a rate quoted in an older conversation. If you need one confirmed in writing, ask support or sales to check the account.
When to contact support
Get in touch straight away for a charge you do not recognise, a duplicate charge, or a balance that does not match your activity. Include the organization, the charge date, the amount as shown in Lead Hero, and the category label beside it.
Do not send card or bank details. Support does not need them to investigate a charge.
Next steps
Handle pricing, cancellation, refund, and account-policy requests: what needs a person rather than an article
Manage organizations, workspaces, and members: seats, and who holds one
Buy and manage phone numbers: releasing numbers you are paying for