Plan
The Plan tab is where you see exactly what your account includes and change it yourself (upgrade to a higher tier, add a feature, or start a new product line) without contacting support. Cloudspire organizes your account into product lines (for example Voice and AI), and you carry one plan per line.
Finding the Plan tab
- Log in to the customer portal at portal.cloudspirevoice.com/portal/.
- Click the Plan tab in the top navigation.
You will see one card per product line on your account.
Your usage this month
On paid plans, a Usage This Month card sits at the top of the Plan tab (a compact version also appears on your dashboard). It shows one meter for every metered allowance your plan carries (AI voice minutes, AI web and SMS messages, text messages, call transcription minutes, Cloudspire Assist minutes, AI voice generations, and toll-free or eFax minutes where subscribed) with how much of the included monthly amount you have used so far. Toll-free and eFax minutes are updated nightly; everything else is live.
If a pool goes past its included amount, its meter shows an Over badge along with the amount over and the per-unit rate the overage bills at. For AI voice minutes that rate includes any per-minute surcharges your plan carries (premium voices or models), and each surcharge is listed under the meter with whether it applies to overage minutes only or to all minutes. Overage charges are finalized when the calendar month closes. The meters read the same counters billing uses, so what you see here is what your invoice will say. Included allowances reset at the start of each calendar month.
If you're on a free trial: choosing your plan
Your free trial includes both Cloudspire product lines, Voice and AI: so you can try everything. While the trial is running, the Plan tab shows a single Choose your plan screen instead of the usual plan cards. A banner at the top shows how many days are left in your trial.
Just below that, a usage meter appears for each allowance your trial includes (AI voice minutes, AI messages, text messages, and so on) showing how much of each you have used. If an allowance runs out, that feature pauses and its meter shows a Paused badge (you'll also get an email the first time it happens). Choosing a plan restores every paused feature right away.
Everything you need to go paid is on one screen:
- Compare plans side by side. Each line shows its tiers next to each other with what each one includes. The tier we suggest for you carries a Recommended badge and is pre-selected.
- See exactly what each plan gives you. Every capability is marked: a check for what's included, a dollar sign for what's available as an add-on, and an × for what's not available on that plan.
- Compare what's included each month. Each plan lists its included monthly allowances, for example call minutes and messages, so you can see how much more a higher tier includes (typically more, at a lower rate beyond it). The amount shows on each plan; the purchase summary spells out the full detail, such as "1,500 minutes included, then $0.35/minute."
- Keep both lines, or just one. For each line you can pick a plan or choose Drop this line. You decide what to carry forward: keep both Voice and AI, or keep only the one you need. Any line you drop is cancelled when you start paid service.
Your trial usage carries over
Whatever you set up during the trial comes with you. In the Your purchase summary, each adjustable quantity (extensions, phone numbers, call-center seats, AI agents, and so on) starts at what you are using today, and you can raise it before you convert. You cannot set a quantity below what you are currently using; the screen notes "To reduce below N, remove in trial first." Usage-based amounts (such as minutes or messages) reset to zero when paid service begins.
Add optional extras
If your chosen plan offers add-ons you can purchase, they appear under Available add-ons (optional) in the summary with their price. Usage-based add-ons show what's included and the rate beyond it, for example "500 minutes included, then $0.10/minute." Check any you want; they're added to your monthly total.
An add-on that comes with an allowance says so next to its name, for example up to 500 contacts on the CRM connector, so you can see what the add-on gives you before you check it.
Some add-ons come in sizes rather than as a simple on/off choice: a message package or a block of minutes, for example. Those show a dropdown instead of a checkbox, and each size states what it includes and the rate beyond it, so you can see what you are choosing before you commit to it. This applies to sizes your plan already includes as well: if your plan comes with a package and you want a larger one, pick the larger size from the same dropdown and the difference is added to your monthly total. An included package always keeps a size; there is no option that removes it.
Your trial phone number
If your trial came with a phone number, you choose what happens to it:
- Keep this number: it becomes your permanent number, so anyone you've already given it to keeps reaching you.
- Release number: return it if you don't need it.
You can also add brand-new numbers or bring your own number(s) to Cloudspire after you convert; see Services.
Starting paid service
The Your purchase summary totals everything (your plans, quantities, and any add-ons) into one monthly amount. Every time you change a quantity or an add-on the summary re-prices, and that line shows updating... for the moment it takes; Start paid service waits until the new total is on screen, so the total you are looking at is the one for the selection you are about to start, never the one before your last change. If a total cannot be updated, the screen says so and offers Try again; the earlier amount stays on screen marked not updated, and nothing can be started until it prices.
When the total looks right, click Start paid service. Billing begins that day, and your first invoice is generated overnight on the nightly billing run; see Invoices. After you convert, the Plan tab returns to the normal plan cards described below.
If your trial has ended
If your trial reaches its end date before you convert, your service pauses and you enter a short grace period during which you can still choose a plan to continue. During grace you'll also see a Request Trial Extension button; use it to ask our Customer Service team for more time, and we'll follow up.
Reading your plan card
Each product-line card shows your current state at a glance:
| What you see | Meaning |
|---|---|
| Active / Not active | Whether you currently have a plan on this line. |
| Plan name and monthly total | Your current package and the recurring amount you pay each month for this line, including your options and add-ons. |
| Next invoice | The date your next invoice for this line will be generated. |
| Change plan | Opens the plan comparison for that line, right on the card; see Changing your plan below. |
The upgrade banner
If a higher plan on one of your lines would give you capabilities you don't have today, a single banner at the top of the tab points it out, for example "Upgrade to Voice Pro to unlock 3 more features.", with a See plans button that opens the plan list for that line. If you don't carry a plan on a line at all, the banner invites you to add that line instead. When there's nothing worth suggesting, no banner appears. The banner only ever points you up; the portal never suggests dropping to a lower plan as a way to "get" a feature.
To see the full capability list for a plan, open Change plan on the line's card and compare the tiers side by side, as described below.
The full comparison page
Each line's card also carries a Compare plans link that opens the comparison as its own full page. It shows every plan on that line straight from the live catalog: the monthly price, what's included every month (with the rate for additional units where a plan lets you buy beyond its included quantity), usage allowances with their overage rates, the complete feature list, and every optional add-on with its price on that plan. Your current plan carries a Your plan badge. It's the same comparison shown on our public pricing pages, fed from the same catalog; the portal always shows the live catalog (the public pages are briefly cached, so a just-made change can take a few minutes to appear there).
Starting a new product line
If you do not yet have a plan on a line (for example, you have Voice but not AI), the card shows a short pitch of what that line's plans include and an Add <line> button. Click it to choose a plan and activate the line. Your account is billed for the new line from its first invoice.
Changing your plan
Click Change plan on the line's card to expand the comparison. Every plan available on that line is shown side by side, with its price, what it includes each month, and its full capability list: a check for what's included, a dollar sign for what's available as an add-on, and an × for what's not available. Your current plan carries a Current plan badge and starts selected; the tier we suggest carries a Recommended badge. If a plan can't support something you're already using, the card says so, for example "Voice Basic only includes 10 extensions (you have 39)", and cannot be selected.
Previewing the change before you commit
Select a plan and the portal previews the whole change in one place; nothing is applied until you confirm:
- You gain: features the new plan adds.
- You lose: features that are not part of the new plan (shown when you move to a smaller plan).
- Services: adjust the included quantities for the new plan (for example extensions or seats). You can raise them, but never below what you are using today.
- Add-ons: pick any optional add-ons the new plan offers.
- New monthly: a live total that updates as you adjust the services and add-ons.
When a downgrade is blocked
Moving to a smaller plan can lower a limit below what you are currently using. When that happens, the preview shows a red "Cannot apply this downgrade yet" notice that lists each conflict, for example "Extensions: 39 in use, new limit 25." The Apply changes button stays disabled until you resolve the conflict: reduce your usage (or your service limits on the Services tab) so it fits the smaller plan, then try again. This protects you from accidentally losing service you are actively using.
AI plans carry one more limit: each plan includes an instruction size for your AI agents (how much you can brief an agent with: its instructions, greeting, tools and Conversation Style switches, measured in tokens: 4,000 on AI Starter, 8,000 on AI Standard and AI Pro). Moving to a plan with a smaller instruction size while an enabled agent is briefed above it is blocked the same way, listing each agent by name, for example "AI agent "Front Desk" instruction size (tokens): 6,932, new limit 4,000." Only enabled agents count. Trim that agent’s instructions or switch off styles and tools you do not need (the size meter in the agent editor shows the number live), or turn the agent off (a disabled agent keeps its configuration and does not block) then try again. Turning it back on later re-checks its size against your plan.
Applying the change
When the preview is clear, click Apply changes. An upgrade (a higher monthly total) takes effect immediately, and a prorated charge for the rest of the current cycle (the difference in monthly price, for the days remaining) appears on your next invoice, generated on the nightly billing run. If your account has a percentage discount on that plan, the prorated charge reflects it automatically; fixed-dollar discounts continue to apply in full on your regular monthly invoice. A downgrade (a lower monthly total) also takes effect immediately, with no refund for the remainder of the cycle, and the lower price continues from your next invoice on; the window asks you to confirm a downgrade first. See Invoices.
Adding a feature without changing plans
Many features are available as add-ons on the plan you already have; no plan change required. Click Change plan on the line's card, leave your Current plan selected, and the preview opens on your current plan with its services and Add-ons ready to adjust. Check the add-on you want, watch the New monthly total update, and click Apply changes. The add-on takes effect immediately; its price is added to your recurring monthly total, and a prorated charge for the add-on (the difference, for the days remaining in the cycle) appears on your next invoice.
Premium Support
Premium Support is an add-on available on every paid Voice and AI plan. It moves you to the front of the line whenever you need help: priority access to our technical support engineers by phone and email, with the fastest response times we offer. It also includes advisory services, meaning expert guidance on designing and rolling out your system and getting the most from it. If you need a routine change made, such as a new menu, a holiday greeting, or a tweak to a call flow, you can simply ask and our team handles it for you.
It is priced per unit rather than as a flat fee, so it scales with the size of your account: $5.00 per month for each Voice extension on a Voice plan, and $50.00 per month for each AI agent on an AI plan. If you hold both a Voice and an AI plan, each line carries its own Premium Support. You add it the same way as any other add-on, from Change plan on the line's card (see Adding a feature without changing plans above), and the amount on your invoice follows your current extension or agent count automatically as that count changes.
Premium Support is not part of the 30-day add-on trial programme described below, and it is not available on free trial accounts.
The portal header shows a Premium Support badge with a life-buoy icon beside your plan name and the AI badge. On a paid plan it is amber while Premium Support is active on your account and gray when it is not, so you can confirm it at a glance; click it to open the Plan tab and add the add-on. Our staff see the same badge when they open your account.
A promotion can include an add-on with a new signup for its first months, free or at a percent off. When yours did, the add-on shows on your plan with its terms (for example "Free through December 31, then $5 per extension per month", or "then removed automatically"), you get a reminder email before the period ends, and you can remove the add-on at any time from the plan change preview. After the period a kept add-on bills at the regular rate; a removed one leaves your plan the day after the period ends.
If Premium Support is included with your account at no cost, it still appears on your invoice so you can see what you are getting. See Invoices for what that line looks like.
Trying an add-on free for 30 days
Some add-ons can be tried before you buy them. When trials are available for your account, a Feature Trials card appears on the Plan tab listing each eligible add-on with a Start Trial button. Click it, confirm, and the add-on unlocks across your account right away, and it costs you nothing while the trial runs. Neither the add-on’s monthly price nor any per-minute surcharge it carries is charged during the trial. Your plan’s own usage rates are unchanged, so the minutes and messages you use still count against your plan’s normal allowances and rates.
A few things to know:
- Each add-on can be tried once per account. The card shows how many days are left while a trial is running.
- When the trial ends, the feature simply switches off by itself; you are never charged for the add-on and there is nothing to cancel. We email you a reminder shortly before it ends.
- Enjoying it? Add it to your plan at any time (see Adding a feature without changing plans above) and it stays on without interruption. Note that billing for the add-on starts when you add it; adding it part-way through does not extend the free period, so if you want the full trial first, wait until it ends.
- Starting a trial requires the same access as other plan changes (the account's primary contact, or a contact with Plans/Services access). Trials become available once you are on a paid plan; the free account trial already includes everything.
If our prices change
A change to our published prices does not change what you pay. Your plan keeps the prices it had when it was set up, and nothing on your bill moves on its own.
One thing worth knowing before you make a change: when you adjust a quantity on your plan (extensions, seats, phone numbers) the per-unit prices for those items are brought up to our current prices at that point, and the difference normally appears on your next invoice as a separate prorated charge covering the rest of your current billing cycle. That applies to all of the per-unit items on the line, not only the one you changed. A change that lowers your monthly total takes effect straight away, with no refund or credit for the cycle you are in, and the lower price applies from the first invoice generated after the change; invoices are prepared ahead of the service period, so if your next one was already generated, the lower price starts on the one after that. Your plan's base price and your add-on prices are not affected.
If you have agreed pricing with us, it always applies; agreed rates are not affected by any of this. The preview on Change plan always shows your new monthly total before you confirm, so you can see the effect first.
Ordering one-time items (phone hardware and setup fees)
If your plan offers one-time items (phone hardware, adapters, headsets, and one-time setup fees) you can order them yourself from the One-time items section near the bottom of the Plan tab.
- Pick an item from the drop-down. For items priced per unit, enter the quantity you want.
- Select Add to order. Add as many items as you need; the running total updates as you go, and you can remove any line before confirming.
- Select Confirm order.
Each item is added to your next invoice, and our team automatically opens a support ticket to fulfill and ship your order. The One-time items list on the same tab shows everything you have ordered, newest first and 25 to a page, with the date of each item and its status: Pending until it appears on an invoice, then Invoiced. Purchases made before your account moved to this portal are listed too, carrying the date they had in the previous billing system, so your full history is in one place. See Invoices.
Placing an order is available to your account's primary contact, or any contact you have granted Plans/Services access.