Pending Balance Explained

We occasionally field questions about pending balance.  Usually, people are confused because their pending balance is larger than the number of automated calls they intend to make.  This typically happens to people that record long messages, or people that set up multiple phone blast messages at the same time.  Hopefully, this post will offer more clarity on how pending balance works.

'Pending Balance' represents call broadcasts that have been set up, but not yet completed.  Usually, this is a rather simple equation.  For example, if you have 1000 call units in your account and set up a 26-second message to 50 people, you will have a pending balance of 50 and an available balance of 950.  However, there are two scenarios that can cause confusion:

Scenario 1Your message is longer than 30 seconds. If you were to record a 55-second message in the above example, your pending balance would be 100 and your available balance would be 900.  The reason is that a 55-second message requires two calling units for each phone number to call.

Scenario 2You haven't yet recorded your message. When you have set up a broadcast but haven't yet recorded a message, our system will assume you are going to record the longest possible message (usually 3 minutes).  In the scenario above, the pending balance would be 300 call units (6 max units x 50 phone numbers).  As soon as the message is recorded, the pending balance is adjusted accordingly.

Just let us know if you have any other questions!

- Brad

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