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What is an add-on pack?

An add-on pack is a one-off block of minutes that a client can purchase on top of their plan’s included allowance. Unlike included minutes, add-on minutes go into the client’s wallet and never expire - they are used after included minutes are exhausted and carry over across billing periods until spent. Examples from the UI:
  • “100 Minutes Pack” - 100 minutes for a fixed price.
  • Any custom name, description, minute count, and price you configure.
Add-on packs are only available to clients whose subscription plan has Add-on packs · On.

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Requirements

The Addon Pack Requirements notice in the UI states:
“Your client can purchase addon packs when their subscription product has addon packs enabled. The client will only see addon packs that you assign here.”
This means two things must be true before add-on packs work:
  1. The client’s assigned plan must show Add-on packs · On (the plan’s add-on setting).
  2. You must assign at least one pack to the client in the Addon Packs tab.
If the plan has Add-on packs · Off, the tab shows an amber warning:
“Add-on packs are disabled for this subscription. The plan snapshot for this client has add-ons turned off. Turn on add-ons on the billing plan product (or re-subscribe after changing the plan), then refresh - you cannot assign packs or apply credits until add-ons are enabled on the plan.”

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Assigning packs to a client

1

Open the Addon Packs tab

On the client’s Billing tab, select the Addon Packs sub-tab.
2

Select packs from the catalog

If no packs are assigned yet, you see “Assign Addon Packs” with a multi-select dropdown: Select addon packs…Each option is formatted as:
Pack name - {price} ({count} minutes)
Select one or more packs and click Assign Addon Packs.
3

Packs appear on the client's portal

Assigned packs appear in the Currently assigned to client list and become visible in the client portal under Available Add-On Packs.The client sees a note: “Contact your provider to purchase any of these add-on packs.”
To change the assigned packs, click Edit on the assignment card. You can also click Remove Assignment next to any individual pack to unassign it.

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Applying a pack / crediting the wallet

Crediting a pack is the act of immediately adding the pack’s minutes to the client’s wallet and creating a payment request for the pack amount.
1

Click 'Apply Addon Pack'

On an assigned pack card (in the Addon Packs tab), click the Apply Addon Pack button. This button only appears when the client has an active subscription.
2

Review the confirmation dialog

The dialog “Apply addon pack to client?” shows the pack name and the minute count to be credited, then lists what applying will do:
  • “Credit the selected addon pack minutes to this client’s wallet immediately.”
  • “Set the payment request due date per the plan’s ‘Payment due after period start’ setting (e.g. 1 day after application).”
  • “Create a payment request for this addon pack.”
You then choose the payment request status:
  • Pending - the pack is credited now; the payment request stays open until you mark it paid.
  • Paid - the pack is credited and the payment request is immediately recorded as paid.
3

Confirm with 'Credit addon & create request'

Click the button. The wallet balance updates immediately and a new Pack payment request appears in the Payment requests table.
  • Success when marked Pending: “Addon pack credited. Payment request created as pending.”
  • Success when marked Paid: “Addon pack credited. Payment request created and marked as paid.”
The wallet is credited immediately regardless of payment status. If the client’s portal was blocked due to overage (all free minute pools exhausted), crediting a pack can restore access and resume campaigns automatically.

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Wallet behavior

The client’s Add-on minutes (wallet) section on the agency card and the Add-on balance line on the client’s usage card both show the current balance.
  • “Never expires” - wallet minutes do not reset at period end.
  • Wallet minutes are consumed after included minutes are exhausted.
  • If the plan also has a per-minute rate, wallet minutes are drawn down before any billable excess accrues.
  • The balance persists across subscription renewals as long as the subscription stays active.