Billing & credits · 3 min read · Beginner
The prepaid wallet, auto-reload, and pause
Valian runs on a prepaid wallet. You load a balance, usage draws it down, and auto-reload tops it up so the phones never stop. If it ever empties, auto-pause protects you — and nothing is lost.
Updated Jul 9, 2026
Valian runs on a prepaid wallet. You load a balance, and every billable thing Amy does draws it down. Auto-reload keeps the wallet topped up so your front desk never goes dark, and auto-pause is a safety net for the rare case the balance runs out. It's designed so you can set it once and stop thinking about it.
Tip
Most practices fund the wallet by bank transfer (ACH), turn on auto-reload, and never touch it again. The phones just keep getting answered.
How the wallet works
Your wallet holds a prepaid balance in dollars. As Amy answers calls, sends texts and emails, and verifies insurance, each action debits the wallet at its published rate. The Billing tab shows your current balance up top, along with your runway — a plain-English estimate like "covers about 20 more days at your current pace," based on your recent average daily spend.
When the balance gets low, auto-reload steps in before you ever hit zero.
Set up auto-reload
- Open the Billing tab and find your wallet. Your balance, runway, and reload settings all live at the top of the page.
- Set your reload amount. This is how much is added each time the wallet tops up. A common choice is $1,000.
- Set your reload threshold. When your balance drops below this number, Valian automatically adds the reload amount. A common setup is "top up $1,000 when the balance falls under $500."
- Choose the payment method. Pick the bank account or card that funds reloads. See Payment methods and ACH.
- Save. You can change any of these numbers whenever you like — they take effect on the next reload.
Note
Auto-reload is what keeps Amy from ever pausing for money reasons. As long as it's on and your payment method is healthy, the wallet refills itself quietly in the background.
Auto-pause protects you
Auto-pause is the safety net for the rare moment your wallet empties — for example, if auto-reload is off and the balance runs out, or a bank transfer is returned. When that happens, Amy pauses new billable actions instead of running up a surprise bill. You'll have already gotten a low-balance email well before that point.
Nothing about your setup, settings, or patient data is affected by a pause. The moment you reload the wallet, Amy resumes instantly and picks right back up.
Low-balance alerts
You can have Valian email your team when the wallet drops below a level you choose (for example, $250), so a person always has a heads-up before auto-reload or a pause. You can also turn on a monthly spend digest that emails a usage summary on the first of each month. Manage these under the alert settings on the Billing tab.
Frequently asked questions
How much should I load to start? Enough to cover a couple of weeks of normal use is plenty, because auto-reload handles everything after that. Your onboarding contact can suggest a starting amount based on your call volume.
Can I turn auto-reload off? Yes. If you'd rather fund the wallet by hand, just keep an eye on your balance and add funds before it runs out, so auto-pause doesn't kick in.
What happens if a bank transfer is returned? Amy auto-pauses and you get an alert. Fix or update your payment method, reload, and service resumes right away. Details are in Payment methods and ACH.
Does the $1,000 credit sit in my wallet? Yes. The founding-customer credit lands in your wallet as spending power from day one, right alongside your own deposit. See How the $1,000 credit works.
Can I get my remaining balance back? Your first deposit has a satisfaction window described in How the $1,000 credit works. For any other balance question, message your onboarding contact or email onboarding@valiansystems.com.
Still need a hand?
Reach the Valian team any time at help@valiansystems.com, or open a ticket from the Help Center inside your dashboard. During onboarding, your onboarding contact is at onboarding@valiansystems.com.