Billing

Wallet, recharge & billing

6 min readUpdated October 2026All plans

Your wallet is prepaid credit. You add money, and each message that is not free is deducted when it is sent. If a message you paid for fails, the charge is often refunded (not every failure is). This guide covers adding money, reading your rates and history, and what happens when your balance runs low.

How the wallet works

The wallet is separate from your plan. The plan pays for the software. The wallet pays for usage: WhatsApp messages, AI replies, Voice Agent calls and campaigns. Up to 1,000 inbox and AI Agent messages each month are free, so they do not touch the wallet. See Free messages and how messages are billed.

Your balance is always in the top bar. Click it to open Billing & Wallet on the Wallet tab. You can also use Settings → Billing & Wallet in the sidebar.

At the top of the tab you see your Wallet balance, a line such as Enough for about X marketing or Y utility messages, and the totals Added in total and Spent in total. Refunded in total appears once you have had a refund.

Add money to your wallet

Open the Wallet tab

Click the balance in the top bar, or go to Settings → Billing & Wallet.

Choose an amount under Add money

Tap ₹500, ₹1,000, ₹2,000 or ₹5,000, or type your own in Other amount (₹1 or more). The button shows the total, for example Add ₹1,000.

Pay on the secure page

Click the button. You are taken to PayU to pay by UPI, card or net banking.

Check the result

When you come back, a banner says Payment successful with the amount added. If it says Payment didn't go through, no amount was deducted and you can try again. Your last payments are listed under Recent payments as Added, Failed or Not completed.

Every top-up gets a tax invoice. Add your GSTIN first if you want it printed. See Plans, invoices and GST.

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The Wallet tab with your balance and Add money amounts

Message rates

Your rates are specific to your account. Open Your message rates on the Wallet tab to see the price per message for each category:

Category	What it covers
Marketing	Marketing templates (offers, announcements, campaigns)
Utility	Utility templates (OTPs, alerts, updates)
Auth	Authentication templates
Service	Service and customer-care templates
Session	Messages sent inside the 24-hour window
AI/1k	AI replies, priced per 1,000 tokens

If you message people outside India, International rates lists the price for each enabled country. A rate in the highlighted colour is a custom rate set for your account. Spending by country shows what you have spent, by the recipient's country.

Voice Agent calls are charged by the minute when the call ends. See Voice Agent.

Check the cost before a campaign. Before you send, Campaigns shows the estimated cost, your wallet balance and the balance you will have after sending. If the estimate is higher than your balance, you cannot send until you top up.

Transaction history

The Transaction history card lists every charge, top-up and refund, grouped by day. Each row shows what it was for, the time and the amount, with a minus for money spent and a plus for money added or refunded. Voice calls and other charges show in plain words.

Use All, Money added, Spent and Refunds to filter the list.
Click View all transactions to open the full list. There you can also filter by date.
Click Export CSV to download it with the date, type, category, details, amount and balance after each entry. An export holds up to your 5,000 most recent entries.

Refunds for failed messages

When a message you paid for fails, the charge is often returned to your wallet as a Refund. Whether it is returned depends on the type of message and how it failed. Filter the history by Refunds to see the ones you got. Refunds follow WhatsApp's delivery reports, so they can take a little while to appear.

For a campaign, open it and look at Net cost. It shows the gross cost and the amount refunded. If some failures are not refunded yet, the campaign says how many. For reasons a message fails, see Why did my message fail?

When your balance runs low

The balance in the top bar stays calm while it is healthy. It changes colour and shows a word when you need to act:

Top bar shows	Balance	What happens
Balance only	₹100 or more	Nothing to do.
Low	Below ₹100	The Wallet tab shows Running low. Add money soon so messages keep sending.
Top up	₹0	The tab shows Your wallet is empty. New messages will not send until you add money.
due	Below ₹0	The tab shows Your wallet is overdrawn. New messages will not send until you add money.

A message can be refused before you reach ₹0. If your balance is lower than the price of the message, the send is refused with Insufficient wallet balance. A free message still goes through if one covers it. Calls from your Voice Agent also pause when the wallet cannot cover a minute.

Common problems

I paid but my balance did not go up

Look at Recent payments. If the payment shows Not completed, give it a few minutes and refresh. If it shows Failed, or money left your account but the top-up is not marked Added, contact support with the date and amount.

My balance is negative

Charges went slightly past zero. New messages are blocked until you add enough money to bring it back above zero.

A campaign will not let me send

The estimated cost is higher than your balance. Top up, then send again.

Why is one message charged more than another?

The price depends on the message category and the recipient's country. Check Your message rates and International rates.

Why was an inbox reply free but a campaign charged?

Free messages cover only inbox and AI Agent messages. See Free messages and how messages are billed.

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