From bae53d2fbaefdd33db42c502a62ce96bd2c75972 Mon Sep 17 00:00:00 2001 From: DonLoquacious Date: Wed, 2 Sep 2026 10:57:00 -0400 Subject: [PATCH 1/2] Document Auto Top-Up Adding a payment method enrols a Space in Auto Top-Up, and no page said so. The only substantive mention was the rate-limits warning, which instructs readers to turn it on without noting it stays on. Covers what triggers a charge, how the amount is derived when the configured top-up would not clear the threshold, how to move the funding card so the original can be removed, and what happens when a charge is declined. Links from Trial mode, where the card is added, and from the rate-limits warning that asks for it. --- .../pages/platform/core/rate-limits.mdx | 1 + .../pages/platform/setup/auto-top-up.mdx | 58 +++++++++++++++++++ .../pages/platform/setup/trial-mode.mdx | 5 ++ 3 files changed, 64 insertions(+) create mode 100644 fern/products/platform/pages/platform/setup/auto-top-up.mdx diff --git a/fern/products/platform/pages/platform/core/rate-limits.mdx b/fern/products/platform/pages/platform/core/rate-limits.mdx index 607125ce9f..6f2663cceb 100644 --- a/fern/products/platform/pages/platform/core/rate-limits.mdx +++ b/fern/products/platform/pages/platform/core/rate-limits.mdx @@ -105,6 +105,7 @@ Please be prepared to share detailed information about your use case. If approved, you **MUST** set up auto top up on your project to the total cost of the numbers monthly **before the limit will be raised**. This requirement prevents the suspension of services due to insufficient balance. Pricing for phone numbers can be found on the [SignalWire pricing page](https://signalwire.com/pricing/messaging). +See [Auto Top-Up](/docs/platform/auto-top-up) for how it is charged and what enabling it commits you to. diff --git a/fern/products/platform/pages/platform/setup/auto-top-up.mdx b/fern/products/platform/pages/platform/setup/auto-top-up.mdx new file mode 100644 index 0000000000..47d5290d14 --- /dev/null +++ b/fern/products/platform/pages/platform/setup/auto-top-up.mdx @@ -0,0 +1,58 @@ +--- +title: Auto Top-Up +subtitle: Keep your balance funded automatically, and what enabling it commits you to. +description: How Auto Top-Up funds your SignalWire balance, when your card is charged, and why it cannot be switched off once it is on. +slug: /auto-top-up +max-toc-depth: 3 +--- + +Adding a payment method to your Space turns on Auto Top-Up. +When your balance falls below a threshold you set, SignalWire charges the card you chose and adds the funds to your balance. +This keeps calls and messages running, and keeps recurring charges such as phone numbers paid. + + +You can change the amount, the threshold, and the card that funds it, but the Dashboard does not offer a way to switch Auto Top-Up off once it is on. +If your Low Balance Settings page shows an on/off control for Auto Top-Up, your Space can turn it off there. + + +## When you are charged + +| Setting | Default | Limits | +| :-- | :-- | :-- | +| Threshold | `$5` | Minimum `$5`, maximum `$1,000,000` | +| Top-up amount | `$10` | Minimum `$10` | + +The charge is normally the top-up amount. +If topping up by that amount would still leave your balance at or below the threshold, SignalWire charges enough to clear the threshold and add the top-up amount on top. +The amount charged can therefore be larger than the amount you configured. + +With a threshold of `$50` and a top-up amount of `$10`, a balance that falls to `$5` is charged `$55`. + +## Change your settings + +Open **Billing → Low Balance Settings** in the Dashboard to change the top-up amount, the threshold, and which card funds Auto Top-Up. + +## Remove the card that funds Auto Top-Up + +A card cannot be removed while it is your Auto Top-Up payment method. To remove it: + + + +### Add another card + +Add the replacement payment method to your Space. + +### Point Auto Top-Up at the new card + +In Low Balance Settings, select the new card as your Auto Top-Up payment method and save. + +### Remove the original card + +The original card can now be removed from the Payment Methods page. + + + +## If a charge fails + +If the card is declined, SignalWire turns Auto Top-Up off and emails your Space administrators. +Adding a payment method or topping up your balance manually turns it back on. diff --git a/fern/products/platform/pages/platform/setup/trial-mode.mdx b/fern/products/platform/pages/platform/setup/trial-mode.mdx index c772a34dde..e9a220a9ef 100644 --- a/fern/products/platform/pages/platform/setup/trial-mode.mdx +++ b/fern/products/platform/pages/platform/setup/trial-mode.mdx @@ -7,6 +7,11 @@ slug: /trial-mode All new SignalWire accounts begin in Trial Mode, a restricted status to prevent abuse of services. To remove Trial Mode, simply add a credit card to your account and fund it with at least $5 of credit. + +Adding a payment method also turns on [Auto Top-Up](/docs/platform/auto-top-up), +which keeps your balance funded automatically and cannot be turned off once it is on. + + Date: Wed, 23 Sep 2026 19:54:25 +0000 Subject: [PATCH 2/2] docs(platform): correct Auto Top-Up off switch, charge cadence, and failure cases --- .../platform/pages/platform/setup/auto-top-up.mdx | 10 ++++++++-- 1 file changed, 8 insertions(+), 2 deletions(-) diff --git a/fern/products/platform/pages/platform/setup/auto-top-up.mdx b/fern/products/platform/pages/platform/setup/auto-top-up.mdx index 47d5290d14..ce03c1ff0b 100644 --- a/fern/products/platform/pages/platform/setup/auto-top-up.mdx +++ b/fern/products/platform/pages/platform/setup/auto-top-up.mdx @@ -12,7 +12,7 @@ This keeps calls and messages running, and keeps recurring charges such as phone You can change the amount, the threshold, and the card that funds it, but the Dashboard does not offer a way to switch Auto Top-Up off once it is on. -If your Low Balance Settings page shows an on/off control for Auto Top-Up, your Space can turn it off there. +To turn it off, contact [Support](https://support.signalwire.com/portal). ## When you are charged @@ -28,6 +28,12 @@ The amount charged can therefore be larger than the amount you configured. With a threshold of `$50` and a top-up amount of `$10`, a balance that falls to `$5` is charged `$55`. +Auto Top-Up charges at most once every six hours. +A Space that spends faster than that can reach a zero balance between charges and lose service until the next one, so set a top-up amount that covers six hours of your own traffic. + +Some features require Auto Top-Up to be active before you can use them. +Registering a campaign with [The Campaign Registry](/docs/platform/messaging/campaign-registry) is one of them, and returns the `auto_top_up_deactivated` error while Auto Top-Up is off. + ## Change your settings Open **Billing → Low Balance Settings** in the Dashboard to change the top-up amount, the threshold, and which card funds Auto Top-Up. @@ -54,5 +60,5 @@ The original card can now be removed from the Payment Methods page. ## If a charge fails -If the card is declined, SignalWire turns Auto Top-Up off and emails your Space administrators. +If the charge is declined, or no valid card is on file to charge, SignalWire turns Auto Top-Up off and emails your Space administrators. Adding a payment method or topping up your balance manually turns it back on.