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Understanding Your Charges

Intellixent bills on a credit/minutes system. Every call deducts from your balance based on two components: the AI processing time and the carrier network cost. If a charge looks larger than expected, one of the following is usually the cause.
Large outbound campaigns can consume significantly more minutes than expected — especially if many calls connect and run long, or if voicemail detection is enabled (billed as 1 minute per call).Check your Call History in the dashboard to see a per-call cost breakdown, including how many AI minutes and carrier minutes each call consumed.
Each phone number you rent from Intellixent carries a monthly fee (starting at $3.99/month for standard US/CA/UK numbers). If you’ve rented several numbers, those fees stack. Review your active numbers in Your Phone Numbers and release any that are no longer in use.
Calling outside your home region can cost significantly more per minute due to carrier rates. A call to a high-cost destination (some parts of Asia, Africa, or Latin America) may cost $0.50/min or more in carrier fees alone. Check the destination country’s carrier rate before running large international campaigns.
Every call is billed a minimum of 30 seconds (0.5 min) of AI time, even if the call lasted only a few seconds. On high-volume campaigns with many short or unanswered calls, this minimum charge accumulates quickly.

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Tracking Your Usage

You don’t need to wait for an invoice to understand your consumption. Intellixent provides real-time usage data in the dashboard:
  • Dashboard → Call History — view each call’s cost breakdown: AI minutes used, carrier minutes converted, and total deducted from your balance
  • Real-time counters — your dashboard shows live minute consumption so you can monitor spend throughout the month
  • Alerts — set up notifications to warn you when you’re approaching a monthly usage threshold

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Refund and Cancellation Policy

Usage-based minutes consumed in real time are generally non-refundable, as the underlying AI and carrier resources are used at the moment of the call.
  • Included plan minutes — if you’re on a monthly plan with included minutes, you can cancel future renewals, but partial months are not refunded
  • Unused minutes — unused minutes do not roll over to the next billing cycle
  • Rented numbers — releasing a number stops future monthly charges; partial-month fees are not prorated
If you believe you’ve been charged for calls that did not occur, or if you notice charges you cannot explain, contact support with your account details and the relevant call logs.

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Investigating a Usage Spike

If your usage increased unexpectedly:
1

Check Call History

Go to Call History in the dashboard and filter by date range. Look for an unusually high number of calls or longer-than-expected call durations.
2

Check active campaigns

Review your outbound campaigns. A campaign left running — or one started accidentally by a team member — can generate a large number of calls quickly.
3

Check rented numbers

Confirm you haven’t accumulated numbers that are no longer needed. Each active number adds to your monthly bill.
4

Contact support if needed

If you can’t identify the source of the spike, contact support with the date range and your account details. The support team can pull detailed usage logs to help you trace the charges.
For a detailed explanation of how AI minutes and carrier costs are calculated, see the Pricing Breakdown page.