Why can't I add a client?#
You need at least one plan that includes features. A plan with a price and no features is not listed on the Add client form.
What does the Plan column mean?#
It is the plan assigned to that client: features they can use, the monthly price you charge, and the markup on usage. Change it from the dropdown on Clients or with Add clients on a plan card.
Client pays you vs You cover it#
Client pays you charges their card on your Stripe for the plan.
You cover it means you do not charge them for the plan. They still get the features.
Neither option changes how Our network usage is billed. That still comes from your agency usage balance.
Who pays for calls and numbers?#
| Carrier | Call / text / number usage |
|---|---|
| Our network | Your agency usage balance, at the plan's base rates |
| Your agency's Twilio | Twilio bills you. We do not bill that usage |
| The client's own Twilio | Twilio bills them. We do not bill that usage |
AI voice minutes on Our network always come from your agency balance. Turn on auto-recharge.
Stripe says it needs more details#
Open Agency settings and click Finish in Stripe. Payments cannot reach your bank until Can take payments and Payouts to your bank are both Yes.
Can I use a different carrier per client?#
Yes. Each client has their own Phone carrier step. Moving a client off Twilio does not close the old subaccount. Close it yourself in the Twilio Console.
How long does the invite last?#
7 days, one-time. Sending a new invite replaces the old link. You can still finish setup yourself after you send it.
Why does Open take me out of Agency Reseller?#
Open switches you into the client. The sidebar becomes theirs. Use the Viewing [client] as [agency] banner or the top-left switcher to come back. See Open a client.
Staff cannot see Payments or Agency settings#
Those two pages are owner-only. Staff can still open Clients, add a client, and work inside a client account.
Plans vs Reselling Setup#
Plans is the day-to-day screen (presets, assign, duplicate, default).
Reselling Setup (Advanced pricing) is the older screen for per-rate markup. Same plans underneath.