Balance and usage
See how your balance works, what usage costs, and how to add funds.
Open Billing to check your account’s balance, and open Usage to view current rates and recent activity. If you run an agency, all of your client businesses share your account’s single balance.
| Part | How it works |
|---|---|
| Balance | Your total spendable amount: Included credit plus Added funds. It pays for calls, texts, form submissions, forwarded emails, text alerts, and tracking numbers, and can go below $0. |
| Included credit | The monthly amount included with your plan each billing cycle. NMC uses Included credit first and replaces it when your plan renews on the date shown next to it; unused credit doesn’t roll over. It stays usable for up to 2 days while a renewal payment processes, and ends if a renewal payment fails or a trial stops. |
| Added funds | Money you add by card. Added funds never expire. This amount goes below $0 if usage exceeds your total remaining balance. |
All billing and balance amounts are in USD, even if a business uses CAD as its business currency.
When the balance can go below $0
Section titled “When the balance can go below $0”New calls, form submissions, text alerts, and AI review all require a balance above $0. However, usage that has already started or arrived is always deducted in full, even when that pushes your balance below $0:
- If an answered call ends and its total minutes cost more than your remaining balance, the full call cost is deducted and your balance becomes negative.
- While tracking is running, incoming texts to your tracking numbers are still received and deducted in full.
Whenever your balance reaches $0 or drops below $0, NMC pauses tracking until your balance is back above $0. See Paused tracking for what happens while tracking is paused.
What uses the balance
Section titled “What uses the balance”Check Usage in the dashboard at any time to see your current rates.
- Calls: Answered calls are deducted once when the call ends, priced per
minute and rounded up to the next full minute (for example, a 61-second call
counts as 2 minutes). That rate includes recording, transcription, and AI
review. Unanswered calls cost nothing, while answered spam calls are deducted
like any other answered call.
- Call time limits: An answered call can run for up to 1 hour, or for as many whole minutes as your balance covers when the call starts, whichever is shorter. Every answered call gets at least 1 minute.
- Alaska and northern Canada: Forwarding calls to area codes
907(Alaska) or867(northern Canada) carries a higher per-minute rate. The rate is based on your business’s forwarding number rather than the caller’s number or the tracking number, and NMC shows the rate when you pick a forwarding number for a tracking source.
- Texts and text alerts: Standard texts are deducted per received text segment (longer messages or certain characters can split a single text into several segments). A text with attachments is deducted once per incoming text at a flat rate covering both its words and attachments, within the storage limits. All text rates include carrier fees. Optional text alerts cost one extra text segment per alert, including alerts a recipient’s carrier blocks or refuses, and link to the full text in NMC.
- Forms and forwarded emails: Live form submissions and forwarded emails are deducted once when received, at the same rate. Test submissions while setting up a form are free.
- Tracking numbers: Each tracking number is deducted monthly when you buy it and each time it renews.
Reading your usage history
Section titled “Reading your usage history”On Usage, Recent usage lists your last 50 usage items (including tracking numbers) along with the rate, the amount deducted, and any refund. If a tracking number purchase fails, NMC refunds the cost: anything taken from Added funds always returns to your Added funds, and anything taken from Included credit returns as long as that cycle’s credit hasn’t expired.
Further down, Other balance changes shows unused Included credit that expired at renewal, as well as card payments that were refunded or disputed.
Add funds
Section titled “Add funds”On Billing, choose Add funds and pick a whole-dollar amount from $10–$500 (the Add funds link on a balance problem banner or in a billing email opens the same window). Once your payment completes, your balance updates automatically. Any negative balance is paid off first, and the remainder is added to your spendable balance.
If a card payment that added funds is later refunded or disputed, NMC takes back at most your remaining unused Added funds. A refund or dispute never reduces your Included credit and never pushes your balance below $0.
To keep your balance funded automatically, set up auto-reload. If your balance already hit $0, see Paused tracking to get calls and forms working again.