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Every call your Zela agent handles consumes credits based on the duration of the call. Your subscription plan includes a monthly credit allowance that refreshes at the start of each billing cycle. If your volume exceeds your allowance, you can purchase additional credits at any time — and enable auto-refill so your agent never stops answering calls.

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How Credits Work

Credits are the unit Zela uses to measure and charge for call handling time.

1 Credit = 1 Minute

Each credit covers one minute of call time. Partial minutes are rounded up to the nearest whole minute.

Real-Time Deduction

Credits are deducted from your balance in real time as each call takes place — there’s no delay.

Monthly Reset

Your plan’s included credit allowance resets at the start of every billing cycle. Unused plan credits do not roll over.

Top-Up Credits Never Expire

Credits you purchase separately (top-ups) are added to your account balance and never expire, regardless of billing cycle.
Zela draws down your included plan credits first. Purchased top-up credits are only used once your included allowance has been exhausted.

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Viewing Your Credit Balance

You can check your credit balance at a glance from the top of your Zela dashboard — a summary widget shows your current balance without leaving the page you’re on. For a detailed breakdown, go to Billing > Credits. This page shows:
  • Included credits remaining — how many of your plan’s monthly credits are left
  • Purchased credits remaining — the balance of any top-up credits you’ve bought
  • Credits used this month — total credits consumed in the current billing cycle

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Purchasing Additional Credits

If you’re running low or want a buffer, you can buy a credit top-up package at any time. Purchased credits are added to your account instantly.
1

Go to Billing > Credits

Navigate to Billing in your dashboard, then select Credits.
2

Click Buy Credits

Select Buy Credits to open the credit package selection screen.
3

Select a credit package

Choose the package size that suits your needs. Larger packages typically offer a better per-credit rate.
4

Complete payment

Review the total and confirm your purchase using your saved payment method.
5

Credits are added instantly

Your purchased credits are available immediately — no waiting period.

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Credit Usage History

Zela keeps a detailed log of every credit transaction so you can see exactly where your balance has gone. To view your usage history, go to Billing > Credits and scroll to the Usage History section. Each row in the log shows:
  • Date and time of the call
  • Call duration in minutes
  • Credits consumed for that call
  • Caller ID (where available)
You can filter the usage history by date range to review specific periods or reconcile your usage against a particular invoice.

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Usage Alerts

Set a low-balance alert so you’re notified by email before your credits run out — giving you time to top up without any interruption to your service. To configure a usage alert:
  1. Go to Billing > Credits
  2. Select Usage Alerts
  3. Enter the credit threshold at which you’d like to be notified (for example, 50 credits remaining)
  4. Save your alert
Zela will send an email to your account’s registered address whenever your total credit balance drops to or below the threshold you set.

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What Happens When Credits Run Out

If your credit balance reaches zero and auto-refill is not enabled, your agent will pause and incoming calls will no longer be answered. Callers will hear a standard unavailable message until your balance is restored. To restore service immediately, purchase a credit top-up package (see Purchasing Additional Credits) or enable auto-refill (see below). Your agent will resume answering calls as soon as credits are available.
If your agent pauses due to a zero credit balance, calls will not be answered or logged until service is restored. Enable auto-refill to prevent any gap in coverage.

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Auto-Refill

Auto-refill automatically purchases a credit top-up when your balance drops below a level you define — so your agent keeps running without any manual intervention. To enable auto-refill:
  1. Go to Billing > Credits
  2. Select Auto-Refill Settings
  3. Set your trigger threshold — the balance level at which a top-up is purchased automatically
  4. Choose your top-up package — the credit bundle that will be purchased each time the threshold is reached
  5. Save your settings
Auto-refill charges are applied to your saved payment method and appear as a separate line item on your next invoice.
Enable auto-refill to ensure your agent never stops answering calls due to a low credit balance. Set your trigger threshold high enough to cover your busiest call periods.