Billing & Wallet

Insighto.ai bills in two layers: a monthly plan with generous allowances, and a prepaid Wallet that takes over once an allowance runs out. You pay the predictable amount most of the time and only burn wallet credits during the occasional surge. This page explains the mechanics and how to keep things running.

For per-resource pricing, see Pricing.

The Billing & Wallet page

Open Settings → Billing & Wallet to see:

• Your current plan card, marked Activated.
• The plan ladder — all upgrade tiers shown side by side, with feature deltas highlighted.
• Wallet balance strip at the top, in big green or red numbers depending on whether you have credit.

Clicking another plan's CTA takes you to a Stripe-hosted checkout. Upgrades take effect immediately; downgrades take effect at the end of your current billing cycle.

Your plan allowances

Each plan ships with monthly allowances that reset on your billing anniversary:

Allowance	What it counts
Queries	Text conversation turns.
Voice seconds	Phone call and voice-widget duration.
Bots	Number of assistants you can have configured.
Words	Total indexed words across all data sources.

Live consumption against these allowances is on the Usage page.

Plans also gate boolean features — BYOK, Workflows, Calendar Pools, custom voice, forms, custom tools, SIP, human agents, campaigns, agency, white-label, premium support, and channel toggles for Twilio and WhatsApp.

The Wallet

The Wallet is your pay-as-you-go reserve in USD. Once any allowance hits zero for a resource, that resource starts charging the wallet at the rates in Pricing.

A new wallet is created on first use with a default balance of $10 for direct customers (agency subaccounts inherit the agency's configured default).

How a single conversation is billed

Plan credits are always consumed first. The wallet only kicks in once the relevant allowance (queries for chat, voice_seconds for voice) is at zero.

Topping up the Wallet

The Wallet section shows:

• Current balance in big numbers (green if positive, red if negative).
• Quick top-up tiles — $10, $25, $50, $100.
• Custom amount input with a minimum of $5.
• Pay now button — charges your saved card via Stripe.

The balance updates within a few seconds of Stripe confirming the invoice. A saved payment method is required before Pay now is enabled.

When the Wallet runs out

Once your wallet balance hits zero:

• Voice calls are denied at the gate. New inbound calls play a brief recorded message and disconnect. In-flight calls finish on the credit they started with.
• Chat requests are denied at the gate. New messages return an error response to the widget.

The wallet can technically go slightly negative on the very last call of the day (the deduction happens at end-of-call), but the next-call ingress check is what blocks new traffic. Top up to resume.

Four business use cases

Dental practice — stable plan + small wallet buffer. Bright Smile Dental runs on a mid-tier plan. Their voice_seconds allowance covers ~90% of their monthly call volume. They keep a $25 wallet buffer for occasional surge weeks. Total monthly cost stays within budget; the wallet is rarely tapped.

E-commerce — predictable plan + auto top-ups via Stripe. A meal-kit company is on a higher-tier plan with generous queries. Their chat support spikes 3x on weekends. They keep a $200 wallet topped up and top up another $200 via Stripe when balance dips below $50.

B2B SaaS — Wallet-heavy with BYOK. An analytics startup uses BYOK (their own OpenAI key) so LLM cost lands on their OpenAI bill. They keep a minimal $10 wallet for the platform 2¢/min on voice and the occasional non-BYOK provider call.

Real estate brokerage — agency rebilling. A brokerage on an agency plan rebills its eight subaccount agents at a 2× markup. Their own plan covers infrastructure; the agents' subaccount wallets cover their per-call costs.

BYOK and the Wallet

If you've set up BYOK Credentials (own keys for OpenAI, ElevenLabs, Azure Speech), conversations marked billed_to = byok skip both plan credits and the wallet entirely. The platform calls your provider account directly. See BYOK Credentials.

Auto-recharge

Auto-recharge fields exist in the wallet schema (threshold, amount, enabled), but the UI to drive them isn't wired for direct customers yet. Top up manually for now. If this matters for your team, ask support — there's a roadmap item.

Invoices

Stripe-hosted invoices for every wallet top-up and monthly plan charge are linked from the Billing page. Each top-up creates its own Stripe invoice — there's no consolidated end-of-month invoice today.

Currency and taxes

USD is the default. Indian customers (country = IN) are routed to INR pricing with GST applied at Stripe checkout. Agency subaccounts use the currency configured by the agency.

Cancellation

To downgrade or cancel, click the Free plan card and confirm. Cancellation takes effect at the end of your current billing cycle — you keep paid features until then.

The Wallet is independent of the plan — your balance stays usable even on Free, and is fully refundable on written request to support@insighto.ai.

Where to next

• Pricing — per-minute and per-query rates.
• BYOK Credentials — bypass Wallet deductions for LLM and TTS.
• Usage — live view of allowance consumption.