Common questions about the Communications Wallet, top-ups, billing and Circles.
Why was my campaign blocked from sending?
Campaign sends are blocked when your wallet balance is zero and you have reached your credit limit (or no credit limit is configured). Perform a quick top-up or enable auto top-up and try again.
Why is the total charge higher than the amount I topped up?
The total charge can include tax (such as GST) and, where one applies, a card surcharge charged by the payment provider (Stripe). Before you confirm a quick top-up, the Summary step shows Net top up, the tax line (for example GST), Card surcharge where one applies, and Payment total — read the total there rather than estimating it. The minimum top-up is $50 — see Quick top-up (fees, GST, receipts & invoices) (Document ID: 318).
When are funds actually deducted from my wallet?
Funds are only deducted at send time — not when a campaign is scheduled or queued. Refresh the wallet page after a send to see the deduction and any triggered auto top-up.
Where can I find my invoices?
Invoices are available from the Detailed Activity tab in the Wallet transactions section. Click Download invoice on any top-up row to download a PDF copy. To have a payment confirmation emailed whenever the wallet is topped up (quick or automatic), click Manage wallet, open the Alerts tab and turn on Payment receipts.
What's the difference between a receipt and an invoice?
The receipt records the payment itself (amount paid and date). The invoice shows the breakdown of fees, tax and the net top-up amount. Both are generated automatically for every top-up against the linked organisation.
Can I get a refund on a top-up?
No. Wallet top-ups are non-refundable and can only be used for communication usage fees, as the product states when you set up auto top-up. Top up only what you expect to use.
Can I call for longer than one minute?
Yes. Calls (VoIP) are charged per minute, with each started minute counting as one unit. There is no maximum call length imposed by the wallet.
Why don't I see a target person against my Call in the activity table?
Call (VoIP) records currently do not store the target person, only the dialled number. Other channels (Emails, Text messages) do link back to the source profile or campaign.
Can I export my transaction data?
Yes. Click Export on the Detailed Activity tab to export the current view as a CSV file. The export is prepared in the background and you are notified when it is ready. It respects your current filters and date range.
How do I stop auto top-up?
Click Manage wallet and open the Auto top-up tab, then either disable auto top-up or use the edit (pencil) control to set an End date. Saved changes take effect immediately.
Why didn't auto top-up fire when my balance dropped?
Auto top-ups only fire at the moment a send reduces the balance below the threshold — they don't run on a schedule. If the balance went low without a top-up, no send may have occurred since, or the rule may be disabled or past its end date.
My auto top-up failed — what do I do?
Failures are typically caused by an expired or declined card. Click Manage wallet, open the Cards tab, and check the card's expiry. Saved cards can't be edited — instead, add a new card with Add new card. Then, on the Auto top-up tab, edit the rule and choose the new card under Payment method. Finally, delete the expired card if you no longer need it.
Can I set different auto top-up rules for different channels?
No. Auto top-up applies to the wallet as a whole, not per channel. The single rule (threshold and amount) covers all usage drawn from that wallet.
Why is my balance different from another Circle in my account?
If your account uses wallet-per-Circle, each Circle has its own independent balance. If you expected a shared balance, your Circles may not be configured to share a global wallet. Contact SwiftFox Support.
Who do I contact for help?
For configuration changes (credit limits, Circle wallet setup) or behaviour that doesn't match this guide, contact SwiftFox Support.