Why Was I Charged? Wallet Recharges, Agent Studio, Failed Payments, and Reactivation

Billing & Payments
October 09, 2026•5 min read

Problem

You see charges on your card that are not your monthly subscription. Maybe a $50 charge, a lot of small charges in one day, or a line called "Agent Studio." Or a payment failed and your account is paused.

Who it's for

Any REI Pulse CRM customer who wants to understand a charge, control usage costs, or get a paused account back. This includes customers in the 15 day free trial.

Steps

Part 1: Know the three kinds of charges

  1. Your subscription. $199 a month plus usage, or $1,997 a year. This covers the platform. There is no subscription fee during your 15 day free trial.

  2. Your wallet. Texts, calls, AI, number validation, and email are paid from a prepaid wallet. When the balance drops to your threshold, the wallet recharges from your card automatically. Each recharge shows on your card as a separate charge.

  3. Monthly add ons. Optional extras, like WhatsApp, are charged straight to your card each month. They do not come out of the wallet.

About your free trial

  • Your first 15 days are a free trial. There is no subscription fee during the trial.

  • You still pay for usage during the trial, such as calls, texts, and AI. Usage is paid from your wallet.

  • Usage is never refunded, including usage during the trial.

  • You can cancel anytime during the trial. Once billing starts, we need 30 days notice to cancel.

  • The trial is for testing the system. If you will not use it, cancel before billing starts. Once billing starts, the 30 day cancellation notice applies.

  • If you joined through a partner offer, your partner deal keeps its own terms.

Part 2: Match the charge to what caused it

  1. A charge of about $50 during setup is usually the wallet funds we ask you to add so we can buy the domain for your A2P compliance website. Repeat charges of the same amount after that are usually auto recharges. Your recharge amount sets the size of each one.

  2. Many small charges in one day, like $10 every few minutes, mean your recharge amount is small and you are sending a lot. Each refill is a new card charge. Raising the recharge amount means fewer, larger charges and fewer billing alerts.

  3. Agent Studio powers advanced custom AI agents. It is pay per use, and it is only billed when it is turned on for your account. You are charged for the AI usage the agent actually consumes, at $0.50 per 750K words, not a flat monthly fee. A large daily Agent Studio charge is not normal. Contact us the same day.

  4. Number validation costs $0.01 per number. It runs at the first send to each new number, not at import. Uploading a list costs nothing until messaging starts. Each number is checked only once. For example, pushing 5,000 new numbers costs $50 in validation, one time. If a number fails, the text is not sent, so you pay only the $0.01 check.

  5. Texts cost $0.0166 per segment. One segment is 160 characters. Longer texts count as more than one segment.

  6. AI replies (Conversation AI) cost $0.04 per message.

  7. Calls cost $0.028 a minute outbound and $0.017 a minute inbound. Each phone number is $2.30 a month.

  8. A fully automated, AI written first text to a new lead costs about 7 cents. That covers validation, delivery, and the AI reply.

Part 3: See exactly what you paid for

  1. Go to Settings, then Billing, then Wallet & Transactions.

  2. Usage is grouped into lump charges. One transaction can cover hundreds of uses. Click into the transaction to see the usage period and the details.

  3. The Quantity column counts wallet charges, not how many texts or validations you used. For real usage counts, open the transaction details or the Usage Overview.

Part 4: Set your auto recharge

  1. Go to Settings, then Billing, and find Auto Recharge.

  2. Set your threshold (when to recharge) and your recharge amount (how much to add).

  3. Save.

Part 5: If a payment failed or your account is paused

  1. When a payment fails, the account is paused until it is paid. This is not your free 30 day account pause. If the wallet hits zero, your sequences also stop sending.

  2. Update your card under Settings, then Billing.

  3. Or text the CRM Support Line at 623.323.7862 and ask us to charge the card on file, or to send you an update billing link.

  4. Reach out quickly. Data from a paused or closed account can only be recovered for a limited time.

Common mistakes

  1. Pushing a very large list without checking how many texts and validations it will create. Use the $10 test: $10 covers about 600 text segments or 1,000 validations.

  2. Turning on an AI feature or add on without checking its cost.

  3. Setting a very small recharge amount, which causes many small charges.

  4. Removing your card without telling us. Your next charge fails and the whole account pauses.

  5. Expecting a refund on usage or wallet funds. Usage is never refunded, including usage during the free trial. All wallet deposits, including auto recharges, are final and non refundable. Any wallet balance left when you cancel is lost.

  6. Looking for monthly add on charges in the wallet. They are charged to your card directly.

  7. Thinking the free trial means zero charges. The trial has no subscription fee, but calls, texts, and AI are billed as you use them.

When to contact support

Contact us the same day if you see:

  1. Repeated charges every few minutes.

  2. A daily charge you don't recognize, such as a large Agent Studio charge.

  3. Any charge you want to dispute.

  4. A failed payment or paused account you can't fix by updating your card.

Text the CRM Support Line at 623.323.7862 or email [email protected]. Include a screenshot of the charge and the date.

Priority: URGENT (billing).

Support hours are Monday to Friday, 9am to 5pm MST. Live support calls are every Monday and Thursday at 2pm MST.

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