Why is my account Inactive despite having wallet balance?

The following default settings are applied to all new accounts:

• All accounts are created under the Prepaid model.

• INR 100 is credited to every newly created account.

• A 14-day free trial is included for new accounts. After the trial, charges are applied as follows:

  1. Pro-rata charges 

     • Example: If you sign up on 10th January with a platform fee of INR 10,000, the 14-day trial activates immediately.

     • Your trial period is activated immediately upon registering through the Shopify app on our platform.

     • After the trial, the platform fee for the remaining days of the month is charged on a pro-rata basis.

     • Once the trial period is expired the alert email is triggered on your registered email address.

     • This fee is auto-deducted from your account as long as there is sufficient balance; otherwise, the account becomes Inactive.

  2. Full platform fee from subsequent months

     • Starting from the 1st of the next month, the full platform fee (e.g., INR 10,000) is deducted automatically.

Below are the steps to check your billing details and the minimum balance required to keep your account active.

• Log in to https://kwikos.tellephant.com.

• Check your balance displayed at the top-right corner.

• Click on the Billing section to see more details
  
  

In the Billing section, you can view all key details, including:

1. Current Balance – the amount available in your wallet

2. Last Recharge – along with the recharge date

3. Platform Fee Renewal Date – the next scheduled deduction date
   

To view the Fixed Fee/Platform Fee for your account, go to the Plan Details section and click on View Details. A popup will appear showing the complete fee information.

As per the above screenshot, the Platform/Fixed Fee for the account is INR 17,500, while the current balance is INR 13,558.65. Since the available balance is less than the required fee, the account appears as Inactive even though funds are present.

You can also configure notifications for billing reminders and low balance alerts from the following sections:

To keep your account active, please ensure that your wallet maintains at least the amount equal to your Platform/Fixed Fee+Gst with some additional amount to run the conversational messages smoothly. This allows the system to auto-deduct the fee at the start of every month and prevents your account from becoming inactive.

To add funds to your account, go to the Overview section and click on the Add Funds button.

For more information on how to add the funds please click on the below link:
https://support.tellephant.com/support/solutions/articles/82000921223-how-to-add-funds-to-your-account-wallet-