Invoice: FAQs

When will I receive my invoice?

Your Aircall invoices depend on your subscription type and contract start date. Each invoice includes your fixed charges for the upcoming period and any usage (calls, SMS, or add-ons) from the previous month.

Annual subscriptions

Customers on annual plans receive an upfront invoice for the entire 12-month term, covering all user licenses and numbers agreed upon in the contract. This invoice must be paid in full at the start of the contract.

After the initial invoice, you will also receive a monthly invoice for your usage charges (calls, SMS, and any additional units).

• Example: If your contract starts on the 1st of the month, your annual invoice may be generated a few days later due to processing times, but it will still be dated for the 1st. If your annual invoice is dated the 8th, your monthly usage invoices will be generated on the 8th of each following month for the previous month’s activity.

Important: Your contract renews automatically at the end of your subscription period, unless notified at least 30 days prior.

Monthly subscriptions

Customers on monthly plans receive one invoice each month that includes both:

• Fixed charges for the upcoming month, and
• Usage from the previous month’s billing period.
  • Example: If your contract starts on the 1st of the month, your invoice may be issued a few days later due to processing, but it will always be dated for the 1st.

Note: Fixed charges refer to the agreed-upon included units in your plan (users, numbers, etc.) as outlined in your order form. These fees remain constant throughout the contract term, regardless of your usage levels.

Why did I receive two invoices in one month?

When I will be charged?

Your billing date determines when your account is charged. If Aircall cannot collect payment, your account enters the overdue automation process. You will receive reminder emails, see a red banner on your dashboard, and be restricted from actions such as adding new users or numbers. Continued nonpayment may lead to suspension or cancellation.

Tip: For more details about the red banner and overdue payments, please see our article on payment notifications.

Why you may receive charges after your annual invoice

Aircall’s annual plans allow you to simplify billing by making a single upfront payment that covers your contracted licenses and included add-ons for the entire year. However, there are some situations where you may still receive additional charges during your annual subscription period.

What your annual payment covers

• The cost of your contracted user licenses
• Any add-ons agreed upon at the start of your contract
• The plan features included in your selected annual subscription

This payment ensures that your core Aircall services remain active for the full year without needing monthly renewal.

Why you might still be charged monthly

Even with an annual plan, some charges are billed separately because they depend on actual usage or changes made after your contract starts. You may receive additional monthly invoices for the following reasons:

• Usage-based charges: Costs for outbound calls and SMS messages are calculated based on your monthly activity.
• Additional users, numbers, or add-ons: Any new licenses or features added during the year are billed separately, under the same terms of the original annual contract.

Note: Your annual invoice only covers the items and quantities agreed upon at the time of renewal. Any usage or additions made afterward are billed independently.

Example: If your business subscribed to an annual plan covering 10 users and 5 phone numbers, you would pay upfront for these licenses and included add-ons.

Later, if you: add 2 new users, or use SMS or outbound calling minutes. You would see additional monthly charges for these new items or usage.

Example:

• Monthly: When you add additional units in the middle of a billing cycle, your next invoice will include:

1. A pro-rata charge for the new users from the date they were added until the end of the current billing cycle.

2. A charge for the upcoming billing cycle for those users unless they are removed before the invoice is issued.

• Annual up front: A pro-rata charge for the new users from the date they were added until the end of the current billing cycle.

What does "Issued date" mean?

Aircall supports Direct Debit and Credit Card payments. The issued date on your invoice marks when payment is initiated.

Direct Debit

• Payment is initiated on the issue date via your mandate, but funds may take 3–5 days to leave your account and up to 10 days total to process. During this period:
  • The invoice status remains Open
  • Your account remains fully functional
  • You will not receive payment reminders
• If payment fails (e.g., chargeback), your account will enter the overdue process, and a red banner will appear.

Credit Card

• Payment is initiated on the issue date.
• If successful, the invoice status updates from Open to Paid in full within 15–30 minutes.
• If the charge fails, the invoice remains Open, and the overdue process begins. Reminder emails will be sent, and a red banner will appear.

Why do I see both an issue date and a due date?

In rare cases, your invoice may include a due date. This means the payment is due on a different date than the issue date.

Important: Make sure to pay before the due date to avoid triggering the overdue process.

Tip: If you’re unsure which payment method is set on your account, the user with the Owner role can check this in the Aircall Dashboard > Billing tab, and scrolling to the Payment method section.

How can I download invoices and credit notes?

Only users with the Owner role can access invoices and credit notes. Log in to the Aircall Dashboard and navigate to the Billing tab, where you can view all invoices and credit notes in one place.

Note: Invoice generation may be delayed due to holidays or bank closures. If no invoice appears within 7 days of your usual billing date, contact our Customer Support team to confirm your billing status.

To check your next billing date, go to the Plan tab in your Aircall Dashboard and review the Next Billing Date displayed there.

Downloading invoices or credit notes

1. In the Billing tab, locate the document you wish to download.
2. Click the three vertical dots on the far right.
3. Select Download PDF.

Use the table columns to identify document details:

• Type: Invoice or Credit Note
• Status: Open, Paid in full, or Applied

Note: Credit notes are typically applied automatically to new invoices. If the credit amount does not fully cover an invoice, the remaining balance will be charged. Goodwill credits are not eligible for refunds.