Setting up automatic card top-ups

Automatic card top-ups add funds from a saved card when your cloudnumbering balance falls below the threshold you choose.

Before you start

Billing Settings is available to organisation administrators, and automatic top-ups are available to organisations billed in pounds sterling. Automatic top-ups charge a card saved with automatic top-up permission; if you have not saved one yet, start with the first section below.

Save a card for automatic top-ups

1. Sign in to the cloudnumbering portal.
2. Go to Account Settings > Top-up Balance.
3. Choose a top-up amount.
4. Select Save this card for automatic top-ups.

   

5. Select the add button for your chosen amount, for example Add £500.00, and complete checkout.

Note: The card is only saved for automatic top-ups after you give permission during the top-up flow.

Configure automatic card top-ups

1. Go to Account Settings > Billing Settings.
2. Find Automatic Card Top-ups.

   

3. Turn on Enable auto top-up.
4. Enter the trigger threshold in When my balance is below.
5. Enter the amount to add in Top up this amount, between £100 and £5,000.
6. Review Maximum top-ups per day (1 to 5, initially 3) and the maximum automatic charge shown below the payment method.
7. Select Save auto top-up.

What happens next

When your balance falls below the trigger threshold, cloudnumbering charges the saved card on its next periodic balance check — within about ten minutes, not instantly — and adds the top-up amount to your balance. A failed charge is retried at the next check; after three consecutive failed charges, automatic top-ups turn themselves off until you re-enable them.

Your organisation also has an overall daily top-up limit (£2,000 unless agreed otherwise) that counts manual and automatic top-ups together. An automatic top-up that would exceed it does not run.

Note: The amounts you configure exclude VAT. If your organisation is VAT liable, VAT is added to each automatic charge — the card is charged the top-up amount plus VAT, and your balance is credited with the top-up amount.

If no saved card is available, use Make a top-up and save your card from Billing Settings or save the card from Top-up Balance.

Change or stop automatic top-ups

To change the trigger threshold, top-up amount, or daily limit, return to Billing Settings, update the values, and select Save auto top-up.

To stop automatic top-ups, turn off Enable auto top-up and save the setting.

Troubleshooting

I cannot enable auto top-up. Save a card with automatic top-up permission first. The portal will not run automatic card charges without that permission.

The maximum automatic charge is higher than expected. The maximum daily charge is Top up this amount multiplied by Maximum top-ups per day, plus VAT if your organisation is VAT liable — the configured amounts exclude VAT.

My saved card is no longer valid. Remove the old card with Remove in Billing Settings, then make a manual top-up with the replacement card and choose Save this card for automatic top-ups during checkout.

An automatic top-up did not happen. Check that Enable auto top-up is still on — three consecutive failed charges turn it off automatically. Then check that the saved card is valid, your balance has fallen below the trigger threshold, Maximum top-ups per day has not been reached, and the day's combined top-ups are under your organisation's daily limit.

Related articles

• Setting up low-balance email alerts
• Reconnecting disconnected numbers
• Disconnecting numbers
• Topping up your balance