Manage your billing and plan

What this does

Open Settings → Billing to see Your subscription. The card lists Your plan, its published per-user price and monthly total when available, active users, Recording hours this billing period, and the date your usage resets. The action buttons are grouped at the bottom right: Contact us opens the in-app support chat. If your organization has a subscription, you may also see Manage subscription.

If your organization pays through Call-E's self-serve billing, Manage subscription opens the billing portal, where you can switch plans, update your card, view invoices, or cancel.

If billing management isn't available for the organization, Manage subscription is disabled. Hover over or focus the button for an explanation, or click Contact us to open support chat.

Before you start

Only your organization's Owner can see and manage billing. If you don't see Billing under Settings, ask your Owner to make changes or to add you as one.

If you have a demo organization

The Billing page still shows your plan, its published price, active users, usage, and reset date. The active-users row shows the configured user limit. The demo notice explains that the price is for reference and that Call-E won't charge you while the organization is a demo.

Demo organizations don't have a subscription to manage, so the page doesn't show subscription or payment actions. Click Contact us to open the support chat if you need help with your demo plan or user limit.

What's included in your plan

Paid plans include recording hours for each active user. Your organization pools those hours across all active users for the billing period: Basic includes 40 hours, Pro includes 150 hours, and Enterprise includes 300 hours per active user.

Plan descriptions use one recorded call as one hour of allowance to make the plans easy to compare. Call-E counts the actual recorded duration: a short recording uses less than an hour, and a recording is never cut off after one hour.

• Basic and Pro — the Billing page shows the published monthly price per active user, the total for your current active users, and your recording-hour usage for the billing period.
• Enterprise — a custom plan Call-E sets up for your organization. Click Contact us to discuss it.

Your usage resets automatically each month, on the date your plan started. The Billing page shows exactly when: look for Resets followed by the date.

Recording is paused until billing is set up

Most organizations never see this. It happens when your organization was created for you and billing was never finished, or when checkout was started but not completed. (If your plan was canceled, or is on hold because a payment failed, see "Cancel your plan" and "If your plan is on hold" below — those states each have their own banner and message.)

Until billing is set up, Call-E pauses every costed action: recording calls, connecting or importing from Zoom (currently in preview — see What is the Zoom integration?), using the notetaker, and generating Call Notes, Call Guidance, or Call Scorecards. Everything you already have — existing notes, clients, and programs — stays here and stays readable the whole time.

If you're the organization's Owner, you'll see a banner on every page: Recording is paused until billing is set up, with a Start free trial button. If you're not the Owner, a blocked action tells you to contact your organization's Owner instead — you won't see billing controls you can't use.

Starting a paid plan

Open Settings → Billing and click Start free trial (or click it from the banner). Eligible organizations get a 14-day free trial on Basic or Pro — checkout asks for a card up front. Cancel any time during the trial and you pay nothing.

When the trial ends, your card is charged automatically and your plan continues month to month, priced per active user.

After you finish checkout, Call-E takes a few seconds to confirm your subscription — you'll briefly see "Setting up your subscription," then "Your free trial has started," which confirms the exact date you'd be charged.

If your plan was canceled, click Resubscribe instead of Start free trial — see "Cancel your plan" below. If your organization has subscribed before, even if you later canceled, you won't get a second trial: your card is charged right away when you subscribe again.

Manage subscription appears once your subscription exists; it opens the billing portal to update your card, switch between Basic and Pro, view invoices, or cancel.

During the trial, your call limit is lower than your plan's regular limit — the Billing page shows your exact trial limit. Your plan's regular limit starts once the trial ends and billing begins. If you use up your trial's calls first, the Billing page shows Call limit reached — click Choose Basic or Choose Pro to raise your limit right away.

If Call-E is sponsoring your organization

Some organizations don't pay for their plan because Call-E sponsors them directly. If yours is one of them, Call-E sends you a one-time activation code.

To activate it:

1. Open Settings → Billing. If you see Start free trial, click it. If your plan was canceled, click Resubscribe instead. Otherwise start checkout for Basic or Pro the same way you would for any new plan.
2. When checkout asks for a promotion code, enter the code Call-E sent you.
3. Finish checkout. You won't be asked for a card — the code brings your total to $0.

Once activated, your organization has full access to your chosen plan at no cost.

A sponsorship code only works once. If you don't have a code, or yours doesn't work, email support@call-e.io.

Sponsored organizations can still switch between Basic and Pro at any time — see Upgrade, downgrade, or update payment details below. You keep your sponsorship either way; only your plan changes.

When you reach your recording-hour limit

At 80% of your organization's paid recording hours, the Billing page shows Approaching your limit.

When your organization has used all of its paid recording hours for the billing period, the Billing page shows Recording hour limit reached. You cannot start a new recording until the next billing period or until your recording allowance increases.

The limit does not stop a recording already in progress; it can finish. If several recordings start at nearly the same time, their combined duration can exceed the allowance.

Open Settings → Billing and click Manage subscription to increase your allowance or switch plans in the billing portal.

If you hit your trial's call limit

Your 14-day trial includes a flat limit of 10 calls, well below either paid plan's regular monthly allowance. It also keeps its separate recorded-duration safety limit: Call-E pauses only new recordings after 900 recorded minutes. It's common to reach the call limit before your 14 days are up.

When that happens, the Billing page shows Call limit reached. Below it, you'll also see: "You've used your 10 trial calls. Choose a plan to continue."

From there, you get a genuine choice between two plans — neither one is picked for you. Click Choose Basic or Choose Pro, whichever fits your organization.

Clicking either button doesn't send you to checkout. Your trial ends immediately, and you're charged today for the plan you chose. Because your billing period is essentially starting fresh at that moment, the charge is usually close to the plan's full price, not a small prorated amount. You'll see a Plan updated confirmation and stay right on the Billing page — no redirect, just your updated plan and limits.

This plan choice only appears during your trial. If you're already on Basic or Pro and reach your limit, open Settings → Billing and click Manage subscription to switch plans in the billing portal.

Upgrade, downgrade, or update payment details

1. Click Manage subscription. You're taken to the secure billing portal.
2. From there, switch between Basic and Pro, update your card, view invoices, or cancel your plan.

Switching from Basic to Pro takes effect immediately, with a prorated charge the same day. Switching from Pro to Basic takes effect at the start of your next billing period — you keep Pro's higher limit until then.

Enterprise is a custom plan Call-E sets up for your organization. For anything about your Enterprise plan — changes, questions, or ending it — click Contact us.

If a payment fails

If your last payment doesn't go through, you'll see "We couldn't process your payment — Your last payment didn't go through. Update your payment method to keep your subscription active." This banner appears at the top of every page, not just Billing.

Click Update payment method to fix it in the billing portal. A failed payment doesn't affect your usage limit — that's tracked separately. Recording, Zoom, and generating notes all keep working normally for the first 3 days while Call-E automatically retries the charge; if it's still unpaid after that, those pause until a payment succeeds — either you updating your payment method, or one of Call-E's automatic retries going through.

If your payment keeps failing and none of the retries go through, Call-E eventually ends your subscription automatically — see "If your plan is on hold" below. That's different from choosing to cancel yourself, covered next.

Some organizations also get an email the day a payment fails, and a reminder if it's still unpaid a couple of days later — this is currently in preview. See What happens when a payment fails for the details.

Cancel your plan

1. Open Settings → Billing and click Manage subscription.
2. In the billing portal that opens, cancel your subscription there. Cancellation takes effect at the end of your current billing period — you keep recording, Zoom, and AI notes until then, since you've already paid for it.

Once your cancellation takes effect, the Billing page shows Your plan is canceled, with the message "Recording, connecting or importing Zoom, and generating AI notes are paused until you resubscribe. Your notes, clients, and programs stay here and stay readable." The app-wide banner shows the same reassurance, with a Resubscribe button.

Click Resubscribe — on the banner or the Billing page — to start a new subscription and get everything working again. Resubscribing doesn't include a new free trial — your organization already used its one trial, so you're charged right away.

If your plan is on hold

This is different from canceling your plan yourself, above. It happens when Call-E tried to charge your card for a renewal and none of the payment attempts went through, so your subscription ended automatically — you didn't cancel anything.

While your plan is on hold, the same things pause as with a canceled plan: recording calls, connecting or importing Zoom, using the notetaker, and generating Call Notes, Call Guidance, or Call Scorecards. Your existing notes, clients, and programs stay here and stay readable the whole time.

You'll see a banner on every page: Your plan is on hold — payment needed, with the message "Your last payment didn't go through, so your subscription ended. Your notes, clients, and programs stay here and stay readable. Restart your plan to record again." and a Restart plan button. On the Billing page, the same on-hold message appears with a Resubscribe button — it's the same action, just labeled differently depending on where you click it.

Click Restart plan (or Resubscribe on the Billing page) to start a new subscription and get everything working again. Since your organization already had a subscription, this isn't a new free trial — you're charged right away, the same as resubscribing after a cancellation.

If something goes wrong

• You see a message that billing needs to be set up before you can record, connect Zoom, import history, or generate notes. Only your organization's Owner can fix this. If you're the Owner, click Set up billing in the message, or go to Settings → Billing and click Start free trial. If you're not the Owner, ask your Owner — your existing notes, clients, and programs stay readable while you wait.
• You see "Your plan was updated, but the latest billing status is still loading. Refresh this page to see it." Refresh the Billing page to see your latest plan.
• Checkout asks for a billing address you didn't expect. This is expected — checkout needs it to calculate the correct tax for your location before you can start Basic or Pro.
• You don't see Manage subscription, Start free trial, or Resubscribe. The available billing actions depend on how your organization's plan is set up. Click Contact us to open the support chat for any billing changes.
• You don't see Billing under Settings at all. That page is only visible to your organization's Owner.