Your Stravax Engage wallet is a prepaid balance that funds AI usage beyond your plan's included allowance. Your plan's included allowance is always used first, so the wallet is only ever charged for what falls outside it. To top up, admins open the Billing page, select Add money under Wallet, and pay through Stripe. In the earlier look, use Top up wallet on the Billing page. Your balance updates once the payment completes.
Your WhatsApp messages do not draw from it. Meta bills your own WhatsApp Business account directly for message delivery at Meta's prices, and Stravax Engage adds 0% markup on top, so a billable send costs you nothing here. Your sends are still listed, at zero, in the Usage by month card in Reports, and in the earlier look in the usage statement on the Billing page.
For accounts on a plan, nothing else draws from the wallet. Ad conversion events and broadcast messages are included up to your plan's monthly ceiling and are never billed to the wallet, if you reach that ceiling, the fix is upgrading your plan, not topping up.
Your plan's included AI allowance is used first, at no charge. Only usage past that included amount is metered from the wallet. Free, in-window service replies to customers never debit the wallet at all, whether or not you have a balance.
Each top-up appears on that month's invoice as a Wallet top-up line, at the amount and in the currency you paid. Your invoice lists payments and refunds only, never usage. What the wallet paid for each month, and your balance at month end, are in Reports, in the Usage by month card on the Overview tab. The wallet's latest movements in and out are listed under Money in and out on the Billing page, with a spreadsheet (CSV) download. Your wallet is kept in US dollars, so Usage by month shows US dollars even when a top-up was paid in another currency.
Contact support for help with your wallet balance.