Where Did My Balance Go?

Seeing $0.00 where your credit should be? Don't worry - your credit is almost certainly safe. Two situations explain nearly every case.

1. You're signed in to a duplicate account

CallTuv identifies you by sign-in method. If you originally signed up on the web with your email address, and later used Sign in with Apple or Google in the app (or vice versa), you may have created a second, empty account - especially if Apple's "Hide My Email" gave the app a different address.

Fix: sign out, then sign in with the same method and email you used originally - for most people that's the email option with the 6-digit code. Your balance will be right where you left it. Details on the methods: Ways to Sign In to CallTuv.

2. You're looking at the wrong team

Accounts can belong to multiple teams, each with its own balance. If you created or joined a second team, the app may be showing that one.

Fix: open the team switcher (web navigation, or the Balance tab on mobile) and switch to the team that holds your credit - see Creating and Switching Teams.

Has your call history gone too?

If your call history is empty as well, that is genuinely reassuring - it is the clearest sign of all that nothing was lost.

Your credit and your calls are stored in the same place: on the team, not on your phone or your computer. Every call anyone on the team makes is recorded against that team, and the shared balance sits alongside it.

That is why the two can only vanish together for one reason. Credit cannot disappear without calls that spent it, and calls cannot disappear while the credit stays put. If both are missing at once, nothing has been deleted - you are simply looking at a different account or a different team from the one you have been using.

So go back to the two fixes above. Sign in the way you did originally, or switch to your original team, and your balance and your call history will both be there, exactly as you left them.

Your balance went down, but it isn't empty

Everything above is about credit that seems to have vanished completely. If instead you still have some credit - say you topped up $10 and now see $1.80 - that is a different situation, and a much simpler one. That credit was spent on calls.

Credit never expires and we never take it back. The only two things that reduce a balance are calls made from the account and a refund you asked us for. So the money is not missing, it is accounted for, and you can see exactly where it went.

1. Open your call history. Every call is listed with the number, how long it lasted, and what it cost.
2. Add up the costs. The total will match the credit that left your balance.
3. If you share a team, check who made each call - calls by team members come out of the same shared balance.

If the total is higher than you expected, the reason is usually the per-minute rate rather than anything unexpected. Rates differ a lot between destinations, part-minutes round up to the whole minute, and a few number ranges inside a country cost more than that country's usual rate. Calls that rang with no answer, came back busy, or never started are not charged at all, though a call that voicemail picked up does count as answered - see Charged for a Call That Didn't Connect? if a charge there looks wrong.

You paid, and the credit never arrived at all

Everything above is about credit that was already yours. This one is different: you just paid, and nothing landed.

Normally a top-up is instant. You come back from the payment screen, your new balance is already showing, and a receipt arrives by email on its own. So if the money has left your card and the balance has not moved, work through these in order.

1. Give it a moment, then refresh. Reload the page in your browser, or close and reopen the app. A balance that was already added sometimes just needs the screen redrawn.
2. Check you are on the right team. Credit is added to the team you were viewing when you paid. If you have more than one, switch between them and look at each balance - see Creating and Switching Teams.
3. Check you are in the right account. This is the big one, and it is the same trap as the two sections at the top of this page. If you paid on the website and are looking in the app (or the other way round) while signed in a different way, you are looking at a different account entirely. Sign in the way you did originally - Ways to Sign In to CallTuv.
4. Look at the payment history on your Balance page. Every top-up you have made on that account is listed there. If your payment appears in the list, you are in the right place and the credit belongs here.

If your card was charged but the payment is nowhere in CallTuv on any of your teams, please don't top up a second time. Contact us with the emailed receipt, or just the date and the amount, and we will find the payment and put the credit where it belongs.

Rarely, a payment goes through on your bank's side and the confirmation that adds your credit does not reach us. It is uncommon, it is our problem rather than yours, and it is fixable - we can see the payment and add the credit by hand. Nothing is lost and you will never be asked to pay twice for it.

If instead the payment never completed - the button did nothing, the card was declined, or a verification code would not go through - that is a different problem with a different fix: Payment Not Going Through at Checkout.

Neither of those?

• Check the call history - every call's cost is listed there, so you can confirm what was actually spent, including calls by team members sharing your balance.
• Check the Balance page payment history to confirm your top-ups are on this account.
• Still can't find it? Contact us from the email you think you signed up with - we'll locate your balance.