LineHelp

How credits and the credit wallet work

Owner, Admin

Line is prepaid. Your plan fee covers the plan. Usage, such as calls, texts and AI replies, uses credits from your credit wallet. One credit is worth 1p.

What uses credits

  • Outgoing and incoming calls, per minute.
  • Outgoing and incoming SMS, per segment.
  • WhatsApp messages.
  • AI agent replies by text and by email. The cost depends on the channel and the AI model.
  • Email above your plan's monthly email allowance.
  • Call recording and transcription on Pro, per minute. Business has no per-minute charge.

Rates depend on your plan and on the destination. For current rates, see /pricing.

See your balance and usage

  1. Open Settings.
  2. Select Billing & Usage.
  3. Find Credit wallet. It shows your Balance.
  4. Find Usage this period. It shows the credits you used in this billing period.
  5. Find Wallet activity. It lists each top-up, debit, refund and adjustment.

Free credits

  • A new workspace starts with a small number of opening credits.
  • In the first month, each number adds included credits.
  • Business adds included credits each month.

Included credits go into the same wallet as credits that you buy.

Turn on automatic top-up

Automatic top-up is on by default. When the balance falls below a threshold, Line charges your card and adds credits.

  1. Open Settings > Billing & Usage.
  2. In Credit wallet, turn on Automatic top-up.
  3. In When balance drops below, enter the threshold. The minimum is 20 credits.
  4. In Top up by, enter the number of credits. The minimum is 1,000 credits (£10).
  5. Select Save changes.

You need a saved card. To add one, select Add card. To change it, select Replace.

Buy credits now

  1. Open Settings > Billing & Usage.
  2. In Credit wallet, select Buy credits.
  3. Enter the number of credits. The minimum is 1,000 credits (£10).
  4. Select Buy [number] credits. Line charges your saved card.

What stops when credits run low

Available creditsOutgoing calls and messagesIncoming calls and messages
20 or moreWorkWork
1 to 19StopWork
0StopCalls are declined. Messages are saved, but nothing replies.

Line never lets the balance go below zero. There is no post-paid usage.

When automatic top-up is off and the balance is below 100 credits, a warning shows at the top of the app. The workspace Owner also gets an email.

Common problems

Automatic top-up failed. The card was declined. Credit wallet shows Auto top-up failed and the reason. Line tries again after six hours. To try again now, select Replace and save a working card.

Buy credits is not available. There is no card on the wallet. Select Add card first.

The app says "Not enough credits to make calls." The balance is below 20 credits. Buy credits or turn on automatic top-up.