#Billing

#Overview

The Billing page is available for eligible roles. /billing opens the Usage panel by default and redirects to /billing/usage. The billing area has separate panels for usage, invoices, and payment methods.

Client Admins and Client Managers use the customer billing panels directly; only Client Admins see Payment methods. Partner Admins first see a Partner Billing page with assigned clients, then open a selected client in a scoped billing panel. Partner client billing exposes Usage and Invoices only; the Payment methods panel is not shown in the partner client detail view.

#Prerequisites

• You are signed in as a Client Admin or Client Manager. Client Staff do not have access to billing - contact your administrator for billing enquiries.
• Partner Admins can access billing only for assigned clients. Select Open client billing for an assigned client before reviewing client billing data.
• Navigate to Billing in the portal sidebar.

#Usage

The Usage panel follows the chargeability returned by the billing server. Allowance or rate metadata alone never activates usage charging.

For fixed (flat) billing, the panel shows the plan name, fixed monthly fee, billing period, invoice status, next invoice date, last invoice total, and a Fixed monthly billing basis card. It does not show an included allowance, remaining allowance, overage rate or estimate, metered lines, project usage thresholds, or project charges. When the billing server has not confirmed chargeability, the basis card reads Billing verification pending or Billing verification unavailable, and no usage-based charge is shown in either case.

When your organisation has an approved pricing contract, the panel shows each priced project's usage so far this billing period as estimates:

• The monthly fee stays the fixed fee from your subscription. Usage estimates are never added to it.
• A minutes card shows the minutes used so far (always to two decimal places), the per-minute rate, and the estimated charge. When the project includes monthly minutes, an allowance bar shows used and remaining included minutes; only minutes above the allowance are charged, and, when exactly one project has a minutes price, an overage notice with a support action appears once usage is above it. When no minutes are included, every minute is charged, so the allowance bar is hidden and the card shows the calculation, for example 3.10 min × $0.12/min = $0.37.
• A texts card shows the texts sent so far (whole numbers), the per-text rate, and the estimated charge.
• Each card is labelled as an estimate and shows when the usage figures were last updated. Estimates describe recorded usage so far, not a forecast, budget, or amount due.
• When more than one project has its own pricing, each project's minutes and texts cards appear under the project's name, followed by the estimated usage total for all projects, which is the sum of those cards. The allowance bar is shown only when exactly one project has a minutes price; otherwise a project with included minutes shows them on its minutes card, for example 10.00 min included · 10.00 extra min × $0.20/min = $2.00.
• A scope strip and one card per project show that project's gross minutes for the billing period, with project identity and lifecycle context only. The scope strip counts the projects in the usage estimate, not every registered project. Partner Admins see the same project cards for the selected client in Open client billing. A texts-only contract has no minutes, so these minute cards are not shown.

If the contract prices only fixed fees, the panel shows the Fixed monthly billing view. If the billing server cannot rate the usage, the panel keeps the fixed view and shows Billing verification unavailable, or Billing verification pending while the usage figures are still being prepared. No usage, rate, or estimate is shown, and nothing is added to the monthly fee.

Project rows show gross minutes only, never a percentage, threshold, rate, text quantity, or charge. A project archived after contributing during the period can retain its historical gross-minute row, but that row remains informational.

Active discount and adjustment notices appear above the plan cards for both fixed and hybrid billing when billing returns them, and Discount history and Adjustment history are collapsible sections at the bottom of the panel that load when you expand them. If billing cannot confirm discounts or adjustments, the panel says so rather than implying there are none.

A project gross-minute value of 0.00 min means the complete authoritative project attribution confirmed zero minutes. Unavailable means the quantity could not be confirmed and is not zero. If the billing server marks a hybrid payload stale, the portal rejects it rather than presenting it as current and shows Billing source unavailable with a retry action. An empty project breakdown is not evidence of an inactive plan or a zero charge.

#Viewing Invoices

1. Open Billing > Invoices.
2. Use All, Paid, or Open to filter the invoice list by status.
3. Review the invoice number, billing period, issued date, amount, status, and PDF action.
4. Use Previous and Next to move through invoice pages when more invoices are available.

The Invoices panel also shows the next invoice date when available. If no invoices match the selected filter, the panel says so and offers Try a different filter to clear it. If the most recent invoice is overdue, the page shows an overdue banner with payment and support actions for Client Admins; Client Managers and Partner Admins see the support action only.

For Partner Admins, All, Paid, Open, Try a different filter, and Previous/Next stay inside the selected client's Client billing detail panel. The filter stays selected when switching between Usage and Invoices, and invoice lists and PDF links stay scoped to that client.

#Billing Email Recipients

The Invoices panel includes Billing email recipients:

• Client Admins see masked recipients for Invoices and receipts and Plan and billing changes. They can use Show email for an explicit reveal action, and Edit recipients opens Settings > Tenant Settings. A category with no configured recipient shows Not configured and a Set up in Tenant Settings link instead of an address.
• Client Managers see a compact link to Settings > Tenant Settings.
• Partner Admins see a note that billing emails are managed by client admins.

Revealing raw billing email addresses is restricted to Client Admins and is audited by the server. The recipients card does not store revealed email addresses in browser persistence.

#Downloading Invoice PDFs

1. Locate the invoice in the Invoices panel.
2. If the invoice shows PDF, select it.
3. The portal downloads the file from the billing PDF route and saves it as invoice-<invoice_id>.pdf.

If an invoice shows Request from support, the portal cannot download a PDF for that invoice. The link opens Support with a billing ticket prefilled for that invoice copy.

#Payment Portal

Only Client Admins can open the hosted billing portal or change payment details. Client Managers and Partner Admins do not see Payment methods, and the page and the portal action are shown as not found for them.

Open Billing > Payment methods, then select Open Billing Portal to open the hosted billing portal in a new tab. The portal asks for confirmation before creating the session.

Use the hosted billing portal for payment-profile and invoice actions configured for your tenant.

#Empty State

If your organisation has not yet been invoiced, the invoice list displays No invoices yet and may explain when your first invoice will appear.

If billing has not been configured for your tenant, the page displays Billing is not configured and Contact support opens the Support page with a new Billing ticket started for setup help. If billing provider configuration needs attention, the page displays a configuration warning and opens the same Support workflow with billing configuration context instead of sending you to Settings.

For hybrid billing, if project metadata is temporarily unavailable, tenant usage totals can still appear while the per-project area shows Project details temporarily unavailable. If per-project minute attribution is unavailable, project quantities show as unavailable while authoritative tenant totals remain visible. Fixed billing does not render a project usage area.

#Common Issues

• Cannot access billing: Billing is available to Client Admins, Client Managers, and assigned Partner Admins only. Client Staff and Partner Users do not have access. Payment methods is available to Client Admins only.
• Partner Admin billing data does not load: Make sure you selected an assigned client from Partner Billing. Out-of-scope or missing client scope is returned as not found.
• Billing is not configured: Use Contact support on the Billing page to open a Billing support ticket for setup help, or contact help@aidial.com.au if the Support page is temporarily unavailable.
• Billing details could not be loaded: Select Retry. If the issue persists, see Troubleshooting.
• Invoice PDF unavailable: Use Request from support on the invoice row. Client Admins can also use the hosted billing portal.
• The PDF is too large to download: Client Admins can use the hosted billing portal instead; other roles can use Request from support.
• The billing portal did not open: The hosted billing portal opens in a new tab, so allow pop-ups for the portal and try again.
• Billing requests are rate-limited: Wait a moment and try again.
• Billing email recipients are syncing: Retry later if the provider-sourced recipient row says it is currently syncing.

#Access And Security Notes

• Billing is scoped to your own organisation, or to an explicitly selected assigned client for Partner Admin users.
• Tenant scope is exact and case-sensitive. AiDial and lowercase aidial are different tenants and are never interchangeable.
• The browser uses your signed-in portal session. You do not need to enter or send an API key.
• Billing browser requests go to portal server routes. The portal server forwards the signed-in user's bearer token to aidial_api; the browser must not send X-API-Key.
• Out-of-scope billing resources are shown as not found to protect other organisations' billing data.
• Navigation visibility is not the security boundary. Billing page routes and billing API routes enforce role and tenant scope server-side.
• Invoice PDFs can contain sensitive billing details. Download them only on trusted devices and store them securely.
• Invoice PDF links work only from inside the portal. A copied PDF link opened from another site or app is returned as not found.
• The hosted billing portal opens only after the portal creates an approved billing-session link for your account, and only links on the billing provider's own domain are accepted.

#Related Pages

• Settings Overview - Manage your portal settings
• Role Reference - Understand billing access by role
• Troubleshooting - Common errors and resolution steps