Unused paid balance may qualify for a refund within 14 days. Call, SMS, and number-subscription charges follow the rules below. For a specific charge, ask support to review the account records.
You can also find quick answers in the Help Center or review current per-minute Rates.
The short version
When you add money to your wallet, it becomes available after Stripe confirms the payment. Learn more about the prepaid wallet.
Refunds are not self-service. If you haven't used all of a paid top-up, you can contact support within 14 days to ask for a review of the remaining paid balance.
Your call is billed based on what our phone provider (Twilio) reports, not what your browser or device shows. If the two differ, the provider's record is what we use. For how calling works end to end, see How it works.
A failed or unanswered call that never connects costs $0. Talkala releases the full amount set aside for that call and does not create a final charge.
If the call connected, even briefly, the connected time may still be billed. A connected call with poor quality may also be billed because the calling network recorded connected time.
If you believe a charge doesn't reflect what happened, contact support. We'll review the call and balance records and, if there was a genuine error or service issue, return the credit or add make-up credit to your account.
When a text message arrives on your dedicated number and Talkala receives and stores it, it may use a small amount of wallet balance.
Some situations can produce unexpected outcomes, for example unsupported media messages, low wallet balance, or an inactive subscription. If an inbound SMS charge looks wrong, support can review the message, number, wallet, and provider records.
When someone calls your Talkala number, it can ring in your browser only after Talkala has set up receiving for that personal number. Incoming calls for teams are planned for later. Voicemail, call forwarding, transcription, phone push alerts, and emergency calling are not included.
When receiving is set up, your wallet is used only when the call is answered and connected. The price is based on the Talkala number receiving the call, not the outside caller's country. The outside caller may still pay their own phone company separately. Ringing, missed, declined, busy, unavailable, unanswered, and low-balance call outcomes are not charged by Talkala. If a charge for a call someone made to your Talkala number looks wrong, support can review the call, wallet, and provider records.
Dedicated numbers are billed separately from your calling wallet.
Normal cancellation stops renewal and keeps the number active until the paid-through date shown in Talkala. The number is released and removed after that date. Immediate release is a separate irreversible option; the number may not be recoverable, and already-paid time is not automatically refundable.
For refund or cancellation questions about number subscriptions, contact support. See also Terms for subscription details.
Bonus credit, referral rewards, free-minute promotions, and support corrections all appear as separate entries in your wallet activity when you're signed in. This keeps your records clear and auditable; corrections don't erase or overwrite the original transaction.
None of these credits have cash value or can be refunded.
Contact support and include your account email, the destination number or the number in question, the date and approximate time, the type of charge (call, SMS, subscription), and what you think went wrong.
The more detail you can give, the faster we can find the right records and resolve it. Browse billing topics in the Help Center if you want background before you write in.
Common questions
No. Unused paid balance from a top-up can be refunded within 14 days when eligible, but support reviews the payment and wallet records before approving. There is no self-serve refund button; open Support in the app when you're ready.
Yes. Contact support with what happened and when; we compare the call, provider, and wallet records. If there's a genuine error or service issue, we may return credit or add make-up credit.
No. Subscription charges are reviewed in context. Normal cancellation keeps the number through the paid-through date; immediate release gives up that access now and does not automatically refund unused time. The Terms describe subscriptions alongside wallet usage.
Next step
Include your account email, timing, destination or number, charge type, and what you think went wrong so support can find the right records.
