Turning off a team member’s dialer showed a confirmation that promised
“This seat stops being billed on your next invoice.” For some teams that
credit was never going to arrive, because the seat wasn’t on the bill to begin
with.
A member can hold dialer access without a matching per-seat charge behind it —
on an enterprise branch, and on a team with its own plan whose subscription was
cancelled and restarted. When that happened, the old confirmation still promised
the charge would stop, so an owner would turn off a seat expecting a smaller
invoice and see no change at all. Where several seats were in that state, the
next invoice could even go up.
What’s fixed
The confirmation no longer makes a claim about the direction of your bill. It
now says:
- Dialer billing is updated to match the seats that still have access
That holds whichever way your bill actually moves, which is the honest answer:
the outcome depends on how many dialer seats you have left, on whether the
dialer is bundled into an enterprise plan, and on whether a pricing or
billing-cadence change is still working its way through.
We also dropped the note that promised re-enabling would be prorated. It isn’t
always: depending on the billing cadence you pick when you turn the seat back
on, you may start a fresh billing period instead of being charged the remainder
of the current one. The dialog no longer pre-empts the terms — you’ll see the
price and cadence quoted when you re-enable.
Access is still removed immediately, and call history and recordings are still
preserved.
Also tidied up
The Enable Dialer dialog had the mirror image of the same problem: it told
teams on their own plan that the charge would be “prorated for the current
billing period”, which isn’t true if you pick a billing cadence you aren’t
already billed at — that starts a new period. It now says so.
We also softened “you can re-enable dialer access at any time” to name the
condition it actually depends on, because if your account stops offering the
dialer, turning a seat off is not something you can undo yourself.
Finally, a background job that reconciles dialer billing after an account’s
funding changes used to retry for weeks when the account had no dialer price
configured, then give up quietly. It now stops retrying immediately and reports
the problem instead, so the seats involved can be sorted out rather than sitting
unbilled and unnoticed. Existing dialer access is left alone.