Understanding your call charges

Each month, Aircall issues an invoice that includes charges for your call usage. These charges are calculated according to your contract terms. This article explains how calls are billed, how to review your usage, and how to optimize consumption to better manage costs.

Reviewing your call usage

You can review your call activity in your usage report, available from the Billing tab in your Aircall Dashboard.

Important: Only users with Owner permissions can access the Billing section.
Usage reports are available for 90 days. If you need data older than this period, please contact our Customer Support team.

Steps to access your usage report

1. Go to Billing > Invoices in your Aircall Dashboard.
2. Download the usage report for the relevant billing period.
3. Open the file and filter the Type column to display only Call entries.
4. Review the Billed Duration in Mins column to see the total billable call time.

Note: Calls are billed per minute and rounded up. The usage report already reflects the correct billed quantities, which match the amounts shown on your invoice.

Note: Invoices always cover the previous month usage.For example, an invoice issued on May 14, 2025, includes calls made between April 14 and May 13, 2025.

Tip: To calculate call expenses per user, filter the “From number” column using the phone number assigned to the agent.

Learn more about Understanding your Aircall invoice usage report.

Understanding call pricing

Note: All screenshots and price examples in this article are for illustration purposes only and may not reflect actual rates.

Call types

Example: Call types displayed on an invoice

Important: All calls are rounded up to the nearest full minute. A call lasting 15 seconds or 45 seconds is billed as 1 minute. This rounding is already applied in the “Billed Duration in Mins” column of the usage report.

Toll-free calls

Some inbound calls are billed as toll-free because they are routed to prefixes with special rates. Examples of toll-free prefixes (non-exhaustive):

Contact your our Customer Success team to confirm per-minute pricing for toll-free calls.

Premium calls

Premium, also called special, calls are outbound calls to prefixes that carry higher rates for specific services. Rates vary by country and are not included in call bundles. Calls may also be billed as premium if they originate from a foreign prefix.

Important: Premium calls are not included in any Aircall bundle.

For a full list of premium prefixes or country-specific pricing, contact our Customer Success team.

Transferred calls

Starting August 2025, Aircall introduced a new billing method for transferred calls to improve transparency.

Why this change matters

Your invoice is now calculated using the updated billing logic. To review how this impacts your charges, you can download the usage report from the Billing tab in your Aircall Dashboard and filter the column Is External Transfer to true.

For more details on reviewing your usage data, see: Understanding your Aircall invoice usage report.

Note: As stated in our Terms & Conditions (Section 7.3): “Aircall may change the Per-Minute Rates and/or Messaging Rates at any time and will endeavor to provide notice of such change prior to its implementation.”

Previous billing logic

Previously, the entire call was billed based on the final leg destination of the transfer.

Example: A domestic call transferred internationally was billed as an international call, even though only part of the call was international.

New billing logic (effective August 2025)

With the new system, each leg of a transfer is billed separately. This ensures that domestic and international segments are charged according to their actual destination.

Tip: If your team frequently transfers calls internationally, consider adding an extended call bundle to your plan.

Learn more about transferring calls.

Identifying transferred calls in the usage report

Filter the Is External Transfer column by the value True. All listed calls represent the second leg of a transfer. In the Record UUID column, you will see two entries with the same base ID:

• The shorter ID corresponds to leg one, the original call.
• The longer ID ending with _ET corresponds to leg two, the transferred call.

Conference calls

For setup and billing logic, see How to initiate a conference call

Identifying conference calls in the usage report

You can identify conference calls in your usage report by applying the appropriate filters.

Steps:

1. Open your usage report from the Billing tab.
2. Filter the Is Conference column by the value True.

When a call is a conference, you will see multiple records that share the same Record UUID root. This indicates that the calls belong to the same conference session.

You may also notice the following characteristics:

• The same From Number appears across multiple entries.
• Different To Number values are listed, corresponding to each participant.
• Different values in Billed Duration in Mins, as participants may join or leave the conference at different times.

Identifying your conference call costs

Option A: Download a previous invoice

1. Go to Billing > Invoices in your Aircall Dashboard.
2. Download the PDF invoice for the desired billing period.
3. Locate the Calls from previous month section.
4. Review the Unit Price column to identify the applicable rates.

Note: Calls are grouped into separate sections on the invoice to help you distinguish between included usage and billed usage.

Option B: Contact our Customer Success team

For detailed or destination specific pricing related to conference calls, contact your our Customer Success team.

Note: Pricing may vary depending on the number prefix and destination country.

For example, if you are subscribed to an EMEA Light and North America bundle and place a call to a French mobile number using a Latin America originating number, such as Brazil, the call is billed separately because it is not included in your bundle.

Understanding essential plan domestic call bundles

This section applies to customers on the Essential plan who are eligible for a domestic bundle. Only Owners can confirm plan details via the Plan tab. For guidance, see Understanding your subscription and Aircall plan.

Example: for the included US/CA Domestic Essential Bundle.

Example: for the included GB Domestic Essential Bundle. This bundle provides 1,000 domestic outbound minutes per user per month.

Each Essential license includes domestic outbound minutes per billing cycle, except for US and Canada plans.

Example: allowance calculation

• 10 committed licenses equal 10,000 included minutes
• 2 additional licenses equal 2,000 included minutes

Total allowance equals 12,000 minutes.

If your team uses 13,500 minutes, 1,500 minutes are billed as out of bundle usage.

Fair Use Policy

For Essential plan customers:

• Each committed license includes 1,000 outbound minutes per billing cycle.
• Domestic usage beyond the allowance is billed at standard domestic rates.
• Bundled minutes are pooled across all active licenses.
• Unused minutes do not roll over to the next billing cycle.

Note: Minutes are allocated for every committed license, even if a license is not actively used during the billing cycle.

Important: For customers on an annual plan, additional licenses are billed through the end of the contract term.
If an additional license is deactivated early, its 1,000 monthly minutes remain part of the allowance because the paid seat can be reassigned.

Check our article: How will my additional users & numbers be billed?

Optimizing your consumption

To reduce call related costs:

• Add call bundles to include more destinations.
• Reduce transfers to toll free numbers.
• Regularly review call patterns using your usage reports.

Tip: If you consistently exceed your domestic allowance, consider upgrading to the Professional Plan, which offers unlimited domestic calls in eligible countries.