> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vapify.agency/llms.txt
> Use this file to discover all available pages before exploring further.

# Wallet & Credits

> The difference between client Balance and agency-granted Credits, and how they get spent.

## Overview

Clients fund calls from two separate wallets: **Balance** and **Credits**. Understanding the difference prevents billing confusion.

## Balance vs. Credits

|                 | Balance                               | Credits                           |
| --------------- | ------------------------------------- | --------------------------------- |
| **Source**      | Client loads it themselves via Stripe | Agency adds it manually           |
| **Control**     | Client's, self-service                | Agency's discretion               |
| **Typical use** | Ongoing prepaid funds                 | Promotions, bonuses, compensation |
| **Expiry**      | Doesn't expire                        | Never expires                     |
| **Refundable**  | Yes (Stripe refund or account credit) | No, non-refundable once added     |

<Note>
  Credits are always consumed before Balance. Example: \$25 Credits + \$75 Balance = \$100 available. After a \$30 charge: Credits drop to \$0, Balance drops to \$70.
</Note>

## When Balance is required

* **Monthly Fee + Per-Minute model**: Balance is required for every per-minute charge.
* **Monthly Packages model**: Balance is only needed to cover overage once included minutes are used.
* **Demo accounts**: not required; demo calls are free.

## Adding Credits

From the sub account's **Billing** tab, click **Add Credits** to grant promotional or bonus funds. Credits cannot be removed once added.

<img src="https://mintcdn.com/vapifybykanzucode/KLTgU2C4onvC6VDl/images/configuringOnboardingFee.png?fit=max&auto=format&n=KLTgU2C4onvC6VDl&q=85&s=2043536533842fa411c991c7497cfd33" alt="Sub Account Billing tab showing Balance, Credits, and onboarding fee settings" width="1366" height="623" data-path="images/configuringOnboardingFee.png" />

## Low balance behavior

As Balance runs low, clients see dashboard banners and (if configured) email alerts; at \$0, service is suspended until funds are added. Clients can enable **auto top-up** to replenish Balance automatically. See [Notifications](/running-your-agency/notifications) to adjust alert thresholds.

## Related Articles

* [How Billing Works](/billing/how-billing-works): where Balance and Credits fit in the money flow
* [Pricing Models](/billing/pricing-models): how Balance funds per-minute and overage charges
* [Notifications](/running-your-agency/notifications): low-balance alert configuration