If a charge doesn't look right, it's usually quick to sort out. This guide explains how to review a charge and request a credit or adjustment.
First, review the charge
Most questions are answered by the invoice itself:
- Go to Billing → Invoices and open the invoice in question.
- Check the Line Items table — each charge shows a description, category, quantity, and amount.
- Compare usage-based charges against Billing → Usage for the same period.
- Check Billing → Overview for any Pending charges that explain a difference.
Often what looks like an unexpected charge is a pay-as-you-go usage item or a prorated subscription change.
Request a credit or adjustment
If a charge still looks wrong after reviewing it, contact support with:
- The invoice number and the line item in question.
- Why you believe it's incorrect (for example, a service you didn't use, or a duplicate charge).
Our team will review it and, if a correction is warranted, apply a credit or adjustment to your account.
How credits appear
- A credit or adjustment shows up in your recent transactions on Billing → Overview.
- Credits are applied toward your balance or your next invoice, depending on the situation.
About refunds
Some charges are non-refundable by policy — for example, setup fees and monthly fees for a canceled phone number. Cancellations take effect at the end of the billing cycle. See Adding and Removing Phone Lines and Account Cancellation and Service Retention for the details.