Unexpected charges can occur for several reasons, including payment method changes, taxes, account changes, or usage that exceeds your plan. This guide will help you understand why a charge may have occurred and how to investigate it.
Tip: To check your current number of users, licenses, features, and pricing, go to My Company in your Aircall dashboard, then click on the Plan tab.
If your subscription was recently modified, read this article: Amended subscriptions
Duplicate charges due to payment method change
If you recently changed your payment method from direct debit to credit card, you may see a duplicate charge.
When an invoice is issued, Aircall’s system automatically initiates payment. Direct debit transactions can take up to 10 days to be cleared. If you switch to a credit card before the direct debit has cleared, the system may trigger an immediate second charge via your new payment method.
To avoid duplicate charges:
- Wait for the direct debit payment to fully process. You can monitor your invoice statuses (open or paid in full) in your dashboard.
- Only then update your payment method to a credit card.
If you receive a charge without a corresponding invoice, you can download it from your dashboard under My Company → Billing → Invoices.
Note: You may not receive an invoice if the recipient details are incorrect or if a credit note has been applied to the invoice.
In this section, you can also access credit notes, check who receives billing emails, and update invoice recipients if needed. Please note that credit notes are automatically deducted from your open invoices, which may result in a lower charge than what is shown on the invoice.
If you need a statement of account, please contact the Customer Support team directly.
Charges related to subscription pricing
Aircall invoices always reflect the pricing defined in your active contract. If a price is higher than expected, consider the following:
- Was there a one-time discount in your previous contract?
One-time discounts may apply to customized plans, but do not carry over upon renewal.
- Did Aircall notify you of any pricing changes?
If so, the change would have been communicated by email. Check your inbox for updates.
- Has your country’s tax rate changed?
For example, in January 2024, France increased VAT from 19.6% to 20%, impacting all French-based invoices.
Note: Our Customer Success team can help clarify questions about your plan, pricing, and features.
Charges related to taxes and fees
Tax rates and billing fees depend on your billing address and tax registration. These guides contain all the information you need about US/CA taxes and fees, as well as European taxes.
To ensure accurate tax calculation:
- Keep your billing address up to date
- For changes to your company name, country, or tax number, submit your request to our Customer Support team.
Important: If your billing address is moved to a different country, you may need to sign a new contract.
Charges for additional users and numbers
Your dashboard provides real-time visibility into active users and numbers on your account.
Important: Only users with Owner access can view information in the Plan tab.
- The first row shows how many users exist in your account, along with how many are covered by your plan.
- The second row shows how many numbers exist, and how many are included in your plan.
- The “Additional” column lists any extra users or numbers you’ve added beyond your plan - these are billed separately.
Tip: If you need to change users or phone numbers, you’ll first need to remove the existing ones and then add the new ones. Please note that adding any new users or numbers — even if you delete them right away — will still count as a charge for that billing period.
Why am I billed for more users or numbers than I’ve created?
Aircall contracts include a minimum billing commitment for users and numbers. The account will always be billed for this minimum, even if fewer licenses are in use. For example, if the plan includes 15 user seats but only 14 are active, billing will still apply to all 15 seats. The number of licenses included in the plan can be checked in the Included in plan column.
If your needs have changed, contact our Customer Success team for options.
Charges related to usage and consumption
Usage-related charges are also based on your contract. If your invoice seems higher than expected, make sure you haven’t:
- Exceed the number of users or numbers included in your plan
- Exceed your bundled call or SMS allowances:
Note: You can download your full call history and check your SMS usage directly from the Aircall dashboard -> Analytics -> Overview
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