Top up the wallet and understand your usage
The wallet is the prepaid balance that pays for your campaign messages and replies beyond the allowance. Top it up in a
minute by card, PayPal or Mercado Pago: credited instantly, invoice by email.
Who it's for: the administrator (only they can top up and change the alerts). Any user can see the balance and the
transactions. Screen: https://micuenta.whatsmarketing.es/wallet
Before you start
- Administrator role to top up.
- Complete billing details (company name, tax ID and email) under Account → Billing → Details; the invoice is issued
to that name.
- Minimum amount 10 and maximum 1,000,000 in your account's currency. Your country's VAT is added to the amount; the
net amount goes into the wallet.
- Methods depending on your account's country: Card (credit or debit, instant) and PayPal in Spain and Mexico; Mercado
Pago (card, balance or cash; cash takes 1 to 2 days) in Argentina. Bank transfer for large amounts arrives in an
upcoming release.
Steps
1. Go to Account → Wallet. You'll see "Available balance" («Saldo disponible»), the "This month" («Este mes») block
(Used, Topped up, Refunded and Daily rate) and "Where the balance went" («En qué se fue el saldo»).
2. Click "Top up" («Recargar») (or "Make your first top-up" («Hacer la primera recarga») if the balance is zero).
You're on the "Top up" tab.
3. Choose one of the four suggested amounts (the third is "the most popular" («el más elegido»)) or type "Other amount"
(«Otro importe»).
4. Under "How you pay" («Cómo pagas»), choose Card, PayPal or Mercado Pago. We never store your card details: the
payment gateway handles them.
5. Review the summary on the right: Top-up, VAT, "Total to pay" («Total a pagar») and "Balance after top-up" («Saldo
tras la recarga»). If any billing detail is missing, click "complete now" («completar ahora»).
6. Click "Pay {total}" («Pagar {total}») and complete the payment in the gateway.
7. Optional: on the "Auto top-up" («Recarga automática») tab define "When the balance drops below X, top up Y with
{method}, maximum Z per month" («Cuando el saldo baje de X, recargar Y con {método}, máximo al mes Z») and click
"Save" («Guardar»). Under "Balance alerts" («Avisos de saldo») choose the threshold, who to notify (Administrators
or Whole team) and how (panel bell or email) and click "Save alerts" («Guardar avisos»).
What you see when you're done
- The "Top-up credited" («Recarga acreditada») screen: "{amount} is now in your wallet. Current balance: {amount}."
(«{importe} ya están en tu wallet. Saldo actual: {importe}.») and "The invoice will reach {email} in a few minutes"
(«La factura llega en unos minutos a {correo}»). Buttons "Back to the wallet" («Volver a la wallet»), "View the
invoice" («Ver la factura») and "Create a campaign" («Crear una campaña»).
- Under "Transactions" («Movimientos»), the top-up with its "Balance after" («Saldo después»). Each charge links to
the campaign or automation that generated it; you can filter by type (Usage, Top-up, Refund, Adjustment) and period.
- The invoice under Account → Billing, numbered F-YYYY-NNNN. Top-ups are invoiced when paid; message usage doesn't
generate a separate invoice. The platform plan is invoiced separately, also under Billing.
- How usage works: each campaign message is charged when it goes out according to the recipient's country and the
template category, at the price you see in the campaign wizard before sending. Messages that Meta rejects on the
spot are returned to the wallet ("Refunded" («Devuelto») in the summary). Replies to your customers within the
monthly service-message allowance aren't deducted; beyond it, they are.
- Auto top-up saves your settings and the low-balance alerts already work. The automatic charge runs on the recurring
billing engine, which arrives in an upcoming release.
If something goes wrong
- "Only an administrator can top up the wallet. Ask whoever manages the account." («Solo un administrador puede
recargar la wallet. Pídeselo a quien administra la cuenta.»): your role isn't administrator.
- The "Pay" («Pagar») button is disabled: the "Other amount" value is outside the range ("Between 10 and 1,000,000"
(«Entre 10 y 1.000.000»)).
- "Billing details missing (company name, tax ID, email)." («Faltan datos de facturación (razón social, identificador
fiscal, correo).»): complete them under Account → Billing → Details and go back to the top-up.
- "The payment was cancelled before finishing. Nothing has been charged; you can try again." («El pago se canceló
antes de terminar. No se ha cobrado nada; puedes volver a intentarlo.»): you closed the gateway before confirming.
Repeat from "Pay".
- "Couldn't start the top-up." («No se pudo iniciar la recarga.») or "Couldn't confirm the top-up." («No se pudo
confirmar la recarga.»): wait a few seconds and try again. If you were charged and the balance doesn't appear
within 10 minutes, ask for help with the receipt.
- "Low balance. You have X, below your alert threshold." («Saldo bajo. Tienes X, por debajo de tu umbral de aviso.»):
with insufficient balance new campaigns can't be scheduled and service replies beyond the allowance are paused. Top
up or enable auto top-up.
- A campaign stopped due to "Insufficient balance in the wallet." («Saldo insuficiente en la wallet.»): top up and
click "Resume" («Reanudar») in the campaign.
- You don't understand a charge: under "Transactions", click the item to open the campaign or automation that
generated it; in the campaign detail you'll see the actual cost per country.
- The invoice doesn't arrive: it's always available under Account → Billing; check that the billing email is correct.
When to ask 24/7 Support for help
If you were charged and the balance wasn't credited within 10 minutes, if a charge doesn't match the campaign detail, if
you need a corrective invoice or a change of tax details on an invoice already issued, or if you want to pay a large
amount by bank transfer. 24/7 Support: https://whatsappmarketing.zendesk.com/hc/es
