Low balance and suspension
What happens as your balance runs low, and how a project comes back.
Voxera warns you before your balance runs out, and gives you a grace period. Rooms only stop if the balance still isn't topped up after that.
What happens as the balance falls
| Stage | When | What happens | Webhook |
|---|---|---|---|
| Low balance | About 2 days of spending left, based on your recent daily average, and again at about 1 day | You get a warning. Rooms keep working. | balance.low_warning |
| Grace | The balance reaches zero | Rooms keep working for a limited time, 24 hours by default, within a deficit limit. | balance.grace_started |
| Cutoff | The grace period or deficit limit runs out | Service stops. | balance.cutoff_executed, project.suspended |
Grace periods and deficit limits can differ between organizations.
What users see at cutoff
Rooms already in progress end within about 30 seconds, and new joins are refused. Calls to the room APIs return 403 Project is suspended. In the kits, the room shows a connect error.
Because rooms stop at cutoff, charges can't keep growing without limit.
Getting back online
Add funds. Once the deposit posts, suspended projects resume automatically, and you get the project.resumed webhook. Rooms don't restart on their own, so users need to join again.
Video restrictions
If your organization still has audio package minutes and the deficit comes only from video, Voxera restricts video instead of cutting off everything. Audio keeps working. Adding funds lifts the restriction, and the project goes back to its saved video setting.
How to avoid an interruption
- Send
balance.low_warningandbalance.grace_startedfrom your webhook to whoever handles payments. - Keep enough balance for several days of your peak spending.
- Remember that deposits need time to verify, so don't wait for the grace period to end.