> ## 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.

# Frequently Asked Questions

> Clear answers to the most common Vapify questions.

## Getting Started

<AccordionGroup>
  <Accordion title="What exactly is Vapify, and how is it different from using Vapi or Retell directly?">
    Vapify is a white-label management and billing layer for voice AI agencies. Vapi and Retell run the actual calls and host your assistants. Vapify sits on top, letting you package those assistants into a client-ready product with sub accounts, pricing, billing, and a branded client portal. It doesn't replace Vapi or Retell. Assistant creation still happens in those provider dashboards.
  </Accordion>

  <Accordion title="Do I need an existing Vapi or Retell account before using Vapify?">
    Yes. Vapify doesn't create or host assistants. You need a Vapi or Retell account with at least one assistant already created. Vapify connects via provider API keys and syncs assistants from there.
  </Accordion>

  <Accordion title="What's the correct order to get a sub account fully usable?">
    Create the sub account, connect provider API keys, sync assistants, assign the correct ones, set pricing (and monthly fee if applicable), set the Billing Start Date to go live, then invite users. Skipping a step here is the most common source of setup issues. See [Launch Your First AI Agency](/guides/launch-your-first-ai-agency) for the full path.

    <Warning>
      Each sub account is a strict isolation boundary for assistants, pricing, users, and call logs. Sharing a sub account across clients or skipping steps here breaks that isolation and causes billing and security issues.
    </Warning>
  </Accordion>

  <Accordion title="What does 'going live' actually mean?">
    It means billing activation. Usage after the Billing Start Date becomes billable, provider API keys lock permanently, and call logs begin syncing. You can still update assistant assignments after going live.

    <Warning>
      The Billing Start Date can only be set once and cannot be changed afterward, and provider API keys lock permanently at the same time. Double-check your setup before confirming.
    </Warning>
  </Accordion>
</AccordionGroup>

## Sub Accounts & Client Structure

<AccordionGroup>
  <Accordion title="Why does each client need their own sub account?">
    Sub accounts are strict isolation boundaries. Separate assistants, pricing, users, credits, and call logs. Sharing one sub account across clients breaks billing, reporting, and security.
  </Accordion>

  <Accordion title="Can the same assistant be used across multiple sub accounts?">
    No. An assistant belongs to one sub account at a time. For similar needs across clients, create a separate assistant per client in your provider.
  </Accordion>

  <Accordion title="Does a sub account work before billing is live?">
    Partially. Users can log in, but call logs won't appear until the Billing Start Date is set.
  </Accordion>
</AccordionGroup>

## Assistants & Provider Sync

<AccordionGroup>
  <Accordion title="Why do I see 'No assistants found' even though I created assistants in my provider?">
    Usually an incorrect or unsaved API key, or the assistant list hasn't been refreshed. Save a valid key and click **Refresh Assistant List**.
  </Accordion>

  <Accordion title="Do assistants need phone numbers to sync into Vapify?">
    No. Assistants without phone numbers still sync and support web calls.
  </Accordion>
</AccordionGroup>

## Billing, Credits & Pricing

<AccordionGroup>
  <Accordion title="How does the monthly subscription fee differ from per-minute billing?">
    The monthly subscription is a fixed recurring fee billed automatically via Stripe. Per-minute billing charges based on actual call duration. Most agencies combine both. See [Pricing Models](/billing/pricing-models).
  </Accordion>

  <Accordion title="Are clients charged automatically, or do they manually buy credits?">
    Credits are agency-assigned only, for promotions or onboarding. Balance is funded by the client via Stripe top-ups and used for per-minute charges once Credits are exhausted. Clients can enable auto top-up. See [Wallet & Credits](/billing/wallet-credits).
  </Accordion>
</AccordionGroup>

## Call Logs & Usage

<AccordionGroup>
  <Accordion title="Why aren't call logs or usage showing even though calls were made?">
    Most often billing isn't live yet, provider API keys are incorrect, or there's a brief provider-side sync delay. See [Troubleshooting](/help/troubleshooting) for the full checklist.
  </Accordion>
</AccordionGroup>

## Related Articles

* [Troubleshooting](/help/troubleshooting): symptom-based fixes
* [Glossary](/start-here/glossary): term definitions referenced throughout these answers