WhatsApp credits

WhatsApp credits are a prepaid balance in rupees. IconEngage takes its service fee from it for each paid WhatsApp message: by default, 10% of Meta's charge for that message. Meta's own charge for the same message is separate, and Meta bills it to your WhatsApp Business Account directly. Top-ups exclude GST; 18% GST is added when you pay.

Two separate charges for each message

Your credits pay IconEngage's fee and nothing else. They never pay Meta.

See your balance

Go to Settings › WhatsApp credits. The page has four parts.

• Balance: your current credit balance and when it last changed. A message under it tells you whether the balance covers every kind of message.
• IconEngage fee per message (paid from your credits): the fee for each kind of message (Marketing, Utility, Authentication and Service), and any change already scheduled.
• History: every top-up, every fee charged and every adjustment, with the balance after each. Use Show to filter by kind.
• Low-balance notice: when to warn you.

How the fee is worked out

The fee per message is shown on the page. At the time of writing, the standard fee is 10% of Meta's fee for each message, shown as "10% of Meta's charge". If your organisation has its own rate, the page marks it Your organisation's rate.

• The fee follows Meta's charge for the message, which depends on its category and the recipient's country. It is rounded once, to the paisa.
• A message Meta does not bill, or a message to a country with no Meta rate, costs nothing from your credits, unless the page says a kind is "Also charged when Meta does not bill the message".
• A message is charged at the rate in effect when IconEngage accepted it. A rate change never reprices a message already sent.

In History, each fee row names the kind of message, for example "One marketing message", and shows the working: the percentage, Meta's fee and the result.

Top up your credits

1. Go to Settings › WhatsApp credits.
2. Click Top up.
3. Choose an amount, or click Another amount and type one from ₹100 to ₹5,00,000. This is the credit you get.
4. Check What you pay: the Credit, GST (18%) and the Total.
5. Click Pay followed by the total.
6. If IconEngage doesn't have your business details yet, a Your business details window opens. Fill it in and click Save and continue to payment. See Business details and GSTIN.
7. Complete the payment in Razorpay's window.

GST is added on top of the credit. For example, a ₹1,000 top-up charges ₹1,180, and your WhatsApp credits grow by ₹1,000. The GST is shown on the top-up's tax invoice.

After you pay, a page titled Your top-up confirms the payment. The credits are added when the payment provider confirms it, usually within a few seconds. You can leave the page; the credits arrive either way. When they do, you see the amount added and your new balance.

If you close the payment window or the payment fails, nothing is charged and you can try again.

Each top-up appears in History on this page, for the credit amount. It also gets its own tax invoice under Settings › Invoices, labelled WhatsApp credit top-up. See Invoices.

Low-balance notice

1. Under Low-balance notice, enter an amount in Notify me below (in rupees, up to ₹1,00,000).
2. Click Save.

When your balance falls below this amount, everyone who can see billing gets a notice in the app, and Owners and Billing Administrators get an email. This happens once, until a top-up brings the balance back up. To turn the notice off, clear the amount and save.

When your balance cannot cover a message

If your credits cannot cover the fee for the next template message of some kind, the Balance section names those kinds. What happens next depends on whether IconEngage has turned sending blocks on:

• Blocks on: new template messages of those kinds are refused until you top up. Whoever sends one sees Not enough WhatsApp credits, with the cost and your balance, and nothing is sent. A notice at the top of the app says "Some template messages are not being sent".
• Blocks off: the page says "Sending is not blocked yet". Messages still go out and are charged, and your balance can go below zero.

Replies inside the 24-hour customer-service window are never refused. See The 24-hour window and templates.

If your balance goes below zero, messages that were already on their way were still charged. Your next top-up repays the difference first.