Account & billing
Minutes, fair use, calls at once and top-ups
How outgoing minutes are counted across all your lines, the fair-use minutes on each plan, calls at once, and how to top up or add a line in seconds.
Which plans include it
Included on every plan, including the Free Trial.
What it means
Every plan includes outgoing UK minutes each month. Plus, Growth and Pro say "unlimited UK calls": that is unlimited within generous fair-use minutes. Incoming calls are always free and unlimited.
What it does
- Entry: 2,000 outgoing UK minutes a month. Plus: 4,000 fair use. Growth: 6,000 fair use. Pro: 10,000 fair use. Each extra landline adds 2,000 on Plus, Growth and Pro.
- One total for the whole account: every outgoing call from every line, user, app, desk phone, forward and API call counts. Three lines on calls at once means three calls counting.
- Calls at once (outgoing): Entry 1, Plus 2, Growth 3, Pro 5, plus 1 for each extra landline. Incoming calls are never refused.
- Warnings: Entry at 90% and 100% (outgoing calls pause at 100%). Plus, Growth and Pro at 80% and 100%, and outgoing calls pause at 120%.
- Top-ups: 500 minutes £1.99, 1,000 £2.99, 2,000 £4.49 (excl. VAT), added straight away. Calls restart within 5 minutes.
Every part of the page
- Minutes & top-ups page
- Your minutes used this month by all your lines together, your allowance, when calls would pause, and the top-up packs.
- Need more calls at once?
- Shows your calls at once and how many outgoing calls could not be made this week because every line was busy, with a button to add a line.
- Banner
- Appears on every dashboard page when minutes are running low or lines were busy, with buttons to top up, add a line or upgrade.
How to use it
Top up minutes
- Open Minutes & top-ups in the menu.
- Choose a pack and press Buy now.
- Pay by card. The minutes are added straight away and paused calls restart within 5 minutes.
Add a line (more calls at once and more minutes)
- Open Phone Numbers in the menu and press Add a number (or go straight to Buy a number).
- Pick any UK 01 or 02 number: £5.99 a month, no setup fee.
- You get 1 more call at once and, on Plus, Growth and Pro, 2,000 more minutes every month.
Move up a plan
- Open Subscription & usage.
- Choose the plan you want. You pay the difference for the rest of the month.
Recommended settings
- ★If you top up most months, add a line instead: it is cheaper over time and gives you an extra call at once.
- ★Teams that call all day should talk to us about a quote (call centres and diallers are not covered by standard plans).
Questions
Do incoming calls use my minutes?+
No. Incoming calls are never counted and never limited.
Are all my lines counted together?+
Yes. Every outgoing call on the account counts towards one monthly total, whichever line, user or device makes it.
What happens at 120% on an unlimited plan?+
Outgoing calls pause until you top up, add a line or upgrade. Incoming calls and 999 keep working.
When does fair use start for my account?+
For accounts opened from 5 November 2026, straight away. For accounts opened before then, from 7 December 2026.
Do unused minutes carry over?+
No. Minutes and top-ups last until the end of your billing month.