Hello, it all started when I tried to invite people, and Retell support told me I couldn’t because there were open invoices. Paying isn’t the issue but it looks like even after we pay, if we sell a number and then re-buy one, a new “open invoice” still hangs around, even if the previous one was already paid. The $2 isn’t the problem; the problem is that the invoice stays open and never gets charged or closed, even after the phone number is deleted. Here’s the situation: We make calls for clients. Sometimes a client wants to pause for a couple of months. During that time, we may need to test the agent, so we buy one phone number, test it, and then delete the number so the client doesn’t keep getting charged for months if we forget about it. But the “open invoice” stays, and that’s a huge problem. We get stuck: we either have to bother the client to pay, or we have to leave the workspace. Neither is a real fix, because if we need to run another test later, the same thing happens again and we need again to bother client or leave the workspace. Having an open invoice blocks us from inviting anyone and from accepting invitations from new clients. And because it’s “open,” it doesn’t seem to charge automatically it just stays open, maybe until next month or something. It shouldn’t be an “open” invoice; it should be “ongoing.” https://cdn.discordapp.com/attachments/1467892699725041893/1467892700064911380/Screenshot_2026-02-02_163430.png?ex=6982091b&is=6980b79b&hm=bc29f64a05037ff43e4ead5a5846476f1cbb952d8c5f20e0e94e33e01f39c66b&

Hi @Justin Leon

Hello, Workspace ID org_jpVQ5sypg6oZDuG7 but i've seen this happen across multiple accounts, kinda frustrating, because it blocks us from accepting invitations and inviting people to workspaces. I've tested on this workspace, we paid on friday and bought sold new number and the open invoice was created again, same for telnyx and twilio, both leave open invoices after we rebuy number(s)

Ok I forward your issue to the team

Hello @Justin Leon , I can see their is no open invoice in your account.

@Omar Ashraf | Community Lead Hi, okay it got charged, but look I bought another number just to show it. It created an open invoice again, why it's not going into ongoing? Because I've seen these open invoices get stuck for weeks. (attached new image, check the dates, description and status) https://cdn.discordapp.com/attachments/1467892699725041893/1467916282341883904/Screenshot_2026-02-02_181230.png?ex=69821f12&is=6980cd92&hm=50f21de3d89d3f3a9993488ee3bc133392156107203d4f9a935c4e1d3f09ff69&

That might look like an issue, I will report it as bug.

yeah because on some clients accounts it never got charged, if you remember I wrote about it like friday or something and was digging around finding like 3 accounts that wasn't charged so had to leave just to test(not ideal, because now we will need to bother clients to invite me again, once they manually paid again.)

This is different , the other invoices the card or the payment didn't went through in the normal billing cycle , this one should not be created as open invoice as soon you bought it, I will check with the team and update you about it.

I'm not sure if it's different because, all accounts that had this issue we bought numbers for couple of test and sold, didn't knew it was an issue until it started to repeat itself. And every time we delete and rebuy new number it creates this open invoice, 27th, 30th, today for telnyx, twilio, and lastly bough again just to show you telnyx. Always same pattern - sell number(0 numbers in account), buy number = get open invoice, that sometimes doesn't get through for some reason and stays stuck

Yes, that makes sense , I've report it as bug.

yeah and I just now noticed that the number itself is in ongoing invoice, I thought that it was a bug that it was not in ongoing and created as separated open invoice, but now I see that number cost is/was in ongoing and open invoice was created just randomly. Gotcha, let me know once it's fixed. Thx

Hello @Justin Leon , I just checked with the team and its on purpose to prevent scammer to buy and delete new number, till the end of the billing cycle , and is their a reason you bought and deleted 10 numbers?

@Omar Ashraf | Community Lead Oh okay that makes sense, but it would be good if it would auto charge instantly instead of that open invoice hanging around, can't tell 100% but it feels that it gets auto charged only when we delete number, and maybe some clients accounts was unlucky and stuck with this open invoice(didn't test deleting numbers, just left the workspace, because we needed to invite and accept invitations). Yeah we had a couple of demos, we buy local phone number to give the best impression that we can and on top of that I'm very data driven person, so once I saw that open invoice was created I've deleted numbers bought again just to see if I can replicate, then I thought maybe it's just telnyx let me buy twilio, then I thought okay maybe it's just this account let me try to buy on a couple of others, then once I had data in my hands I came here and you said the invoices are paid, so I bought again just as a proof and basically ended up with unnecessary invoices lol. I mean if you can't refund that's fine I guess, but if you can that's also good. So as a fix we basically need to stay with the same number so that those open invoices won't get created or we need to take a loss if we want the local number for a demo? That doesn't sound terrible, just like I said it would be cool if it would auto charge instantly rather hang around and it feels like it gets auto charged only after deleting the number.

I've let the team know about the request I will try to get you a refunded if possible, I will update you on that.

Thx, also another question. We bought concurrency for a new account, and now I see open invoice for concurrency and also in the ongoing invoice. so how does that work? Because looks like 2x charge? I get that anti spam idea, but how it will end up at the end of the month? Basically first month will be 2x charge or how does that work and again it stays open, blocking us from inviting people & getting invited. @Omar Ashraf | Community Lead https://cdn.discordapp.com/attachments/1467892699725041893/1468310047225548911/Screenshot_2026-02-03_201347.png?ex=69838dcb&is=69823c4b&hm=e228658be5e72a61cca6e4a476337b666c85c7c0d00fe51a5635605c061a6956&

Can you share this org id

Workspace ID org_TcyiTybBX4i8IDAe

When you increase concurrency, we prorate the charge. For example, if your billing cycle starts on the 1st of the month and you purchase an additional 10 concurrency on the 15th, you will be charged only for the remaining days in the cycle (e.g., 15 days).

okay, so basically your last billing system was like paying at the end of the month. Now with new billing system we pay upfront and each billing is more like upfront if not canceled when it comes to concurrency/numbers? That's how I see it?

I will get back to you on that question , and we added $20 of credit for the 10 phone numbers.