What Happens To Calls When You Run Out Of Credits
If your credit balance runs dry and auto-recharge is off, your AI agent stops answering. Here's exactly where your calls go instead, and what changes after 30 days.
Last updated: September 2026
Step-by-step guide
- 1
When this kicks in
Your agent stops answering once your balance drops below one minute of call time. If auto-recharge is switched on, this almost never happens: we top your balance up automatically and your agent keeps working. Everything below applies when auto-recharge is off and the balance has run out.
- 2
Stage 1: your preview contact rings
The first person we try is your preview contact, set in Settings under call forwarding. The caller is put straight through to them, exactly as if they'd dialled that phone directly.
- 3
Stage 2: your emergency contact rings
If no preview contact is set on your account, we send the caller to your emergency contact instead. This is a backstop for accounts that never configured a preview contact, not a second ring: if you have a preview contact and they don't pick up, the call doesn't roll on.
- 4
If neither contact is set
The caller hears 'Service temporarily unavailable' and the call ends. Nobody is connected. The call still appears in your Call Logs, flagged as a low-balance rejection, so you can see what you missed.
- 5
What you'll see in Call Logs
Diverted calls are flagged as forwarded for low balance, with a note naming the number we rang and reminding you to top up. This is the fastest way to tell whether an unusual run of calls to your mobile was caused by an empty balance.
- 6
After 30 days, forwarding stops too
If your balance stays empty for more than 30 days, the service is treated as suspended and we stop forwarding. Callers hear 'Service unavailable, please contact the business directly' and the call ends, even if your preview and emergency contacts are set. Topping up restores everything immediately.
- 7
How to prevent all of this
Turn on auto-recharge in app.optiphone.ai under Billing. It tops your balance up before it runs out, so your agent never stops answering. If you'd rather top up by hand, set your low-balance alerts and keep an eye on your remaining minutes.
Still need help?
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