Managing Your Sub-Account's SaaS Wallet Credits
What is the SaaS Wallet?
The SaaS Wallet is a credit system used to manage charges for services like messaging, email, and phone usage within your CRM. Funds are added to the wallet, and each time a message is sent, an email is delivered, a call is made, or a phone number is purchased, credits are deducted from the wallet balance.
Please note: Some charges may take 6 to 24 hours to appear in your wallet.
The wallet automatically recharges when its balance falls below a minimum threshold set in your Company Billing settings, using the primary credit card on file. You can also add complimentary (free) credits to the wallet on a monthly or one-time basis.
When services are used, your agency is charged by the service provider (like Twilio or Mailgun), and your wallet is charged based on your rebilling settings. For example, if you send 100 messages costing $10 and your rebilling is set to 5x, your agency is charged $10 by the provider, and your wallet is charged $50.
Important: When your wallet is recharged, your credit card is charged, and these payments are processed through your agency's Stripe account. This means you are paying your agency for the wallet credits.
Where to Access Your Wallet
You can access your SaaS Wallet from your sub-account settings. Navigate to Settings > Company Billing to view and manage your wallet.
Viewing Wallet Transaction History
To review your transaction history:
- Go to Settings > Company Billing > Credits.
- Click See Details to view all transactions, including additions, deductions, and dates.
How to Recharge Your Wallet
You can add funds to your wallet in several ways:
1. Auto Recharge Settings
In Company Billing > Credits, you can configure auto recharge. Set an amount in the Auto Recharge with field and a threshold in the when balance lower than field. The system will automatically add the specified amount whenever your balance drops below the threshold.
2. Manually Charge Your Card
Use the Add Balance button in the Company Billing section to manually recharge your wallet. This will charge your primary credit card on file.
3. Monthly Complimentary Credits
If your sub-account is on a SaaS Plan, you may receive monthly complimentary credits. These are added automatically each month. The amount can be adjusted in the SaaS Configurator for your plan.
If your plan includes a trial, complimentary credits can be issued either immediately upon sign-up or only after the trial ends, based on agency settings. Recurring credits begin after trial conversion if enabled.
4. Add Complimentary Credits from Agency View
Agency administrators can add complimentary credits directly from Agency View > Accounts > View Details > Manage Credits. These credits are free to you; when used, the agency bears the cost of the services.
Removing Credits from the Wallet
1. Complimentary Credits
These can be removed using the Debit option in Agency View > Accounts > View Details > Manage Credits. This only adjusts the wallet balance and does not process a refund.
2. Non-Complimentary Credits
To remove paid credits:
- Use the Debit option as above to adjust the wallet balance.
- Issue a refund for the corresponding amount from your Stripe account to complete the process.
Issuing Refunds for Non-Complimentary Credits
To refund a payment for wallet credits:
- Log into your Stripe account connected via Agency Settings > Stripe.
- Locate the customer associated with your sub-account.
- In the Payments section for that customer, find the payment for the credit addition and click Refund payment.
Wallet Recharge Retries
For automatic rebilling related to telephone and email services:
- The system will attempt to recharge your wallet up to 7 times (once per day) if a charge fails.
- If all attempts fail, automatic retries stop, and agency administrators are notified.