FAQ: Call Minutes and Overages

What happens if I go over my plan's included minutes?

Written By Andy Peters

Last updated 6 months ago

Starter Plan Example: Your plan includes 100 minutes per month. If you use 150 minutes, you'll be charged for the extra 50 minutes at $0.15 per minute ($7.50 overage charge).

How we calculate: We measure each call from start to finish (when Doorkeep answers until the call ends) and total all call time at the end of your billing period. Any minutes beyond your plan limit appear as a separate line item on your next invoice.

How can I track my usage to avoid surprises?

Your Doorkeep dashboard shows:

  • Current month usage: Real-time minute counter

  • Projected monthly total: Based on your current pace

  • Usage alerts: We'll email you at 80% and 95% of your limit

Pro tip: Most properties average 2-4 minutes per call. So 100 minutes typically handles 25-50 calls per month.

What if I consistently go over my limit?

Short-term: Overages are fine for occasional busy months (move-out season, maintenance rushes, etc.)

Long-term: If you're consistently over your limit for 2-3 months, we'll recommend upgrading to the next plan tier. This usually saves you money compared to paying regular overage fees.

Example: If you're consistently using 180 minutes on the Starter plan (100 included + 80 overage at $0.15 = $12/month extra), upgrading to Growth plan (300 minutes included) would save money.

Can I set hard limits to prevent overages?

Not currently - emergency calls need to go through regardless of minute limits. However, you can:

  • Set email alerts at custom thresholds (like 90% usage)

  • Review weekly usage reports to spot trends early

  • Temporarily pause non-emergency routing if approaching limits (though we don't recommend this)

Do different call types use different amounts of minutes?

Typical call lengths:

  • Emergency calls: 1-2 minutes (quick routing)

  • Maintenance requests: 2-4 minutes (issue description + routing)

  • Leasing inquiries: 3-5 minutes (more detailed conversations)

  • General questions: 1-3 minutes (quick information + transfer)

All call types count equally toward your minute total - we don't charge different rates for different call types.