Paused tracking

NMC pauses tracking if your balance drops to $0 or if your plan stops running (for example, when a plan is past due past its grace period, has ended, or has a stopped free trial).

While tracking is paused, callers dialing your tracking numbers can hear a busy signal, so act on billing alerts right away. Calls that are already connected stay on the line up to their time limit, while new calls, texts, form submissions, and forwarded emails aren’t accepted. New calls, form submissions, text alerts, and AI review all require a balance above $0.

Identify the cause

• Paused because of your balance: Every page shows a Tracking is paused banner at the top explaining why, with a link to Billing where you can fix it.
• Stopped plan: Every page except Billing and Usage shows Plan isn’t running with an Open billing button, and Billing explains what needs attention.

What you see	What to do
Balance at $0	Choose Add funds on the problem banner, or open Billing and choose Add funds.
Negative balance	Choose Add funds to bring your balance above $0, or wait for your next Included credit. Either one pays off the negative balance first.
Plan past due	Choose Pay (showing your plan’s monthly price, such as Pay $49) on the problem or on Billing. You can’t add funds while the plan is past due.
Plan inactive or ended	Choose the plan button shown on the problem or on Billing, such as Finish payment or Start plan again.
Auto-reload paused or at its limit	Follow the steps in auto-reload or choose Add funds manually.
Number renewal needs balance	Add funds before the scheduled release time so your balance covers the amount shown. NMC renews the number then.

Pauses caused by the balance

When your balance reaches $0 or goes negative, NMC pauses tracking across your account. Your next card payment, Included credit, or usage refund pays off any negative balance first, and whatever remains is added to your available balance. Tracking resumes automatically as soon as your balance is back above $0.

Plan past due

If a plan renewal payment fails, NMC gives you a seven-day grace period before stopping the plan. During those seven days:

• Tracking keeps running as long as your remaining balance stays above $0.
• You can still add, test, and turn on website forms (live submissions are deducted from your balance when received).
• You can’t add funds to your balance until you pay the overdue plan amount.

If the plan is still unpaid when the seven-day grace period ends, tracking pauses and only Billing and Usage stay open.

When your plan stops

While your plan isn’t running, only Billing and Usage (for your rates and recent usage) open in the dashboard. Everything else pauses until you start the plan again, including the rest of the dashboard, the API, AI assistants, lead alert emails, webhooks, and Google syncs. Any work NMC already started before the plan stopped, such as a Google Ads conversion upload or a webhook delivery already being sent, still finishes.

Invited clients see a message that the business is unavailable and to check with you. NMC keeps all of your leads, contacts, journeys, results, settings, and unused Added funds on the account.

Resume and test

Once your plan is active and your balance is above $0, every page opens again and calls begin connecting within moments:

1. Open Tracking to confirm your tracking sources are active.
2. Place a test call to a tracking number and confirm it rings the business. Website visits can still appear in NMC while tracking is paused for your balance, so always place a real test call to verify forwarding.
3. Submit a test on your website forms separately.

NMC can’t recover calls, texts, forms, or emails that arrived while tracking was paused, and any tracking number that was released in the meantime may no longer be available to buy back.