From 96bb9bd97c6b2e87c52c0464a911e4b2688c913b Mon Sep 17 00:00:00 2001 From: Sangeet Mishra <143380171+SangeetaMishr@users.noreply.github.com> Date: Thu, 13 Aug 2026 22:41:13 +0530 Subject: [PATCH 1/3] Revise FAQ on Gupshup Wallet Management Updated the FAQ document to improve clarity on managing Gupshup wallet balance and handling suspensions. Added details on recharging wallet, monitoring balance, and best practices. --- ...g Gupshup Wallet Balance and Suspension.md | 166 +++++++++++++++--- 1 file changed, 138 insertions(+), 28 deletions(-) diff --git a/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md b/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md index 4a630af1f..55a7a8c67 100644 --- a/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md +++ b/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md @@ -1,57 +1,167 @@ -> ### **3 minute read                                                                                                                         `Beginner`** +

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3 minutes readLevel: Beginner Last Updated: August 2026
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-## Managing Gupshup Low Wallet Balance & Glific Suspensions +## Managing Gupshup Wallet Balance and Glific Suspension: + + +### Overview: + +Your organisation's **Gupshup Wallet** is used to send WhatsApp messages through Glific. Maintaining a sufficient wallet balance is essential to ensure uninterrupted message delivery. + +Glific monitors your wallet balance and notifies to the registered email address added in Glific while filing the onboarding form when it falls below a configured threshold. If the wallet balance is not recharged in time, your organisation may eventually be suspended from sending messages through Glific. + + +### How to Recharge Your Gupshup Wallet: + +1. Log in to your [Gupshup account](https://www.gupshup.ai/) with your registered Gupshup email address (used during app creation) +image + + +2. Navigate to **Wallet** → **My Wallet**. + + +3. Click **Add Credits**. + +image + + +4. Enter the recharge amount. + - The minimum recharge amount is generally **$10**. +5. Provide the required billing information. + +image + + +6. Select your preferred payment method. + +7. Complete the payment. + + +## Supported Payment Methods for Gupshup Wallet Recharge + +The available payment methods may vary depending on your region, but commonly include: + +- Credit Cards +- Debit Cards +- Net Banking (where available) +- Other payment options supported by Gupshup + + +## Monitoring Your Gupshup Wallet Balance + +You can monitor your Gupshup wallet balance in two ways: + +- **On the Glific platform**, where the current wallet balance is displayed. image -- When the `Gupshup wallet balance` drops to around `$1` an email is sent to the Organization from Glific letting them know the balance is low. +- **Through low balance warning emails** sent by Glific. + +### Low Balance Warning Emails + +When your wallet balance reaches the configured **Low Balance Threshold** (for example, **$1**), Glific automatically sends a warning email. + +> **Note:** The threshold amount is configurable and can be changed based on your organisation's requirements. + -- The setting of `$1` or any specific amount is configurable at Glific’s end. +The warning email is sent to the **email address that was used while creating your Glific app (during the Glific onboarding form submission).** -## Below are the steps on how this can be configured. +If this email address is no longer accessible or needs to be updated, please contact the Glific Support Team on support@gliifc.org with the new email address that should receive these notifications. -1) Login to the `Glific Account` +### Configuring the Low Balance Threshold -2) Go to `Settings` +To update the low balance threshold: -image +1. Log in to your Glific account. -3) Click on `Organization>> Scroll down` +2. Navigate to **Settings**. + +image + +3) Click on `Organisation>> Scroll down` 4) See the `Low Balance threshold` -image +image + +5. Enter the desired amount. + +6. Click **Save**. + +> Adjust this value based on how frequently your organisation recharges the wallet. +### Understanding the Wallet Balance + +When your wallet balance reaches **$0**, Gupshup automatically provides an additional **$5 credit**. + +This allows your organisation to continue sending WhatsApp messages until the balance reaches **-$5**. + +### Example + +- Wallet Balance: **$0** +- Gupshup allows messaging using an additional **$5 credit** +- Messages continue to be delivered until the balance reaches **-$5** + +> **Important:** Recharge your wallet before it reaches **-$5** to avoid interruptions. + +If your wallet already shows a **negative balance**, any recharge amount is first used to clear the outstanding balance. The remaining amount is then added as your available wallet balance. + +For example: + +- Current Balance: **-$3** +- Recharge: **$20** +- Available Balance after recharge: **$17** + +--- + +### Minimum Wallet Balance + +To avoid any disruption in message delivery: + +- Regularly monitor your wallet balance. +- Recharge before the balance reaches **-$5**. +- Keep sufficient funds in the wallet based on your expected messaging volume. -### Essential Guidelines -- The pre-configured number on the low balance threshold can to be changed according to the Organization need,just edit the number and hit on `Save`. +--- +### What Happens When the Balance Falls Below -$5? -- This low wallet balance warning emails will be sent to the email address which was initially provided while filling the Glific Form. +Once the wallet balance reaches **-$5**: -- If in case the previous email address is not accessible or needs to be modified. Please reach out to the `Support Team` sharing the email address which needs to be set on the warning mails. +- Gupshup stops processing outgoing messages.Incoming messages still functions as expected? Might be good to add about this too. +- Message sending fails due to insufficient wallet balance. +- Glific begins receiving wallet balance errors from Gupshup. -- Gupshup gives an extra `$5`,when the wallet balance reaches `$0` so that there is no interuption in sending of messages until the balance hits `-$5`. The Organization should always ensure to recharge the Gupshup Wallet before the -$5 gets expired to continue sending messages. +If Glific receives a significant number of these errors, your organisation is automatically **suspended** to prevent continuous message failures. -#### How to Recharge Gupshub Wallet Balance -- Log in to your Gupshup account and navigate to the Wallet section and click on My Wallet. -- Click the option to Add credits -- Enter the amount.(Note that minimum recharge is often $10.) -- Enter the necessary billing information to generate an invoice, such as your name, address, and email. -- Choose your payment option and complete the payment +### Glific Suspension - [read here](https://support.gupshup.io/hc/en-us/articles/33760266293529-Basics-of-Gupshup-Wallet-and-Billing-for-Prepaid-USD-Wallet) to know more about how to recharge Gupshup Wallet Balance. +Once your organisation is suspended: +- You will no longer be able to send messages from Glific. +- Recharging the Gupshup wallet **does not automatically remove the suspension**. -- If the balance goes below `-$5`,sending messages will give an error - **the wallet balance is low**. So in this scenario the messages will get delivered to the users until the Gupshup wallet balance reaches -5 $. +To restore messaging: -- Glific gets a **balance is not present** error from Gupshup as soon as the wallent balance for an Organization goes `-$5`. +1. Recharge your Gupshup wallet. +2. Contact the **Glific Support Team** on support@gliifc.org +3. The support team will manually unsuspend your organisation. -- At any moment of time if Glific gets a significant amount of errors,the organization will get suspended on Glific and won't be allowed to send any messages. +--- -- Once the organization is suspended it won't get unsuspend automatically on Glific,even if the recharge is done on the Gupshup Wallet. +### Best Practices -- To `unsuspend` the Glific account please reach out to the `Support Team`. - +- Monitor your wallet balance regularly. +- Configure an appropriate low balance threshold. +- Recharge before the balance reaches **-$0**. +- Ensure the registered notification email (used while creating the Glific app) is accessible. +- Keep enough balance based on your expected messaging usage instead of relying on the temporary $5 credit. From cac762bf6a2fce00ec91b681a5848c8200adaa14 Mon Sep 17 00:00:00 2001 From: Sangeet Mishra <143380171+SangeetaMishr@users.noreply.github.com> Date: Thu, 13 Aug 2026 22:49:46 +0530 Subject: [PATCH 2/3] Update FAQ on wallet balance alerts Added a note about wallet balance notifications and their recipients. --- docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md | 1 + 1 file changed, 1 insertion(+) diff --git a/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md b/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md index 55a7a8c67..89e6af3d8 100644 --- a/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md +++ b/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md @@ -71,6 +71,7 @@ You can monitor your Gupshup wallet balance in two ways: When your wallet balance reaches the configured **Low Balance Threshold** (for example, **$1**), Glific automatically sends a warning email. > **Note:** The threshold amount is configurable and can be changed based on your organisation's requirements. +More details on who receives these notifications and how wallet balance alerts work are covered in the sections below The warning email is sent to the **email address that was used while creating your Glific app (during the Glific onboarding form submission).** From fe0bccf175067b8e6f306000108ff494af849633 Mon Sep 17 00:00:00 2001 From: Sangeet Mishra <143380171+SangeetaMishr@users.noreply.github.com> Date: Mon, 24 Aug 2026 12:05:07 +0530 Subject: [PATCH 3/3] Remove duplicate image in wallet balance FAQ Removed duplicate image from the FAQ section on managing Gupshup wallet balance. --- docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md | 3 +-- 1 file changed, 1 insertion(+), 2 deletions(-) diff --git a/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md b/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md index 89e6af3d8..7405d3640 100644 --- a/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md +++ b/docs/8. FAQ/Managing Gupshup Wallet Balance and Suspension.md @@ -61,8 +61,7 @@ You can monitor your Gupshup wallet balance in two ways: - **On the Glific platform**, where the current wallet balance is displayed. - -image + image - **Through low balance warning emails** sent by Glific.