Common billing questions
A short FAQ covering the billing questions that come up the most. For specifics, follow the linked article.
What's the difference between my subscription and the wallet?
Your Starter subscription is a monthly or annual fee for the complete Covent platform experience.
Your wallet is a separate prepaid balance for communication usage: outbound SMS, calls, and email. You pay for what you actually send.
See Plans and pricing and Wallet balances and recharges for details.
Why was my credit card charged twice this month?
Most likely, one charge was your subscription renewal and the other was a wallet top-up. Check Settings > Billing for subscription invoices and Settings > Usage for wallet activity. If the amounts still don't match what you expect, contact support.
Can I switch billing periods?
Yes. Go to Settings > Billing to switch Starter between monthly and annual billing. The confirmation screen shows when the change takes effect and what you will be charged.
Are wallet credits refundable?
No, wallet credits are non-refundable once purchased. However, they never expire, so unused credits carry forward as long as your account is active.
Are A2P 10DLC registration fees refundable?
No, the one-time carrier registration fee is non-refundable once the carrier process starts. This is because the fee is passed through to the carrier, not collected by Covent.
What happens if my card fails?
Covent retries the charge over several days and emails you after each failure. If retries fail, your account enters a restricted state: you can still log in and view your data, but outbound communication pauses. Update your card in Settings > Billing to restore access. See Failed payments and account holds.
How do I cancel?
Settings > Billing > Cancel subscription. Access continues to the end of the current billing period. If you just need a break, try Pause account instead. See Cancellation and refunds.
What happens if I stop using Covent?
To avoid billing you for service you aren't using, we may cancel your subscription if there's no login or product activity during your first 30 days after signup, or no product usage for three consecutive months. We'll usually email you first so you can keep your plan active. This cancels the subscription, not your account - your data is preserved and you can resubscribe later. See Cancellation and refunds.
Can I get an invoice for my finance team?
Yes. Every subscription charge and wallet top-up generates a downloadable invoice in Settings > Billing.
Is there a free trial?
Yes. New customers can try the full Starter experience for 14 days. A card is required when the trial begins, and you can cancel before the trial ends to avoid being charged.
If you are not ready for Starter, you can create a free account with limited in-platform access and no card. CSV export, API-key creation, and MCP access are available with Starter.
We don't offer a separate money-back guarantee. If you think you were charged in error, email help@getcovent.com within 60 days and we'll look into it. See Cancellation and refunds.
Where can I see communication unit pricing?
Pay-As-You-Go Communications has current rates per SMS segment, per call minute, and per email. Those rates are the ones debited from your wallet.