# Account overview boxes

> What each figure on your white-label partner My Account page means, from total balance to opening and closing balance.

- URL: https://kb.voipcloud.online/au/partners/whitelabel/account-overview-boxes/
- Section: Partners › White-label partners
- Type: reference
- Applies to: All countries
- Last reviewed: 2026-11-09

The **My Account** page of your white-label partner portal shows your money in two rows of boxes. The top row is where your funds are now. The **Reseller account balance** row explains how your reseller balance changed over a period you choose.

## How it works

White-label partners are prepaid. Your customers pay you through your own payment gateways, not through the platform, so the money they pay is moved from your reseller balance to their customer balance. Your margin on what they spend comes back to you as commission.

**Warning:** If your **Total balance** (plus any credit limit your provider gives you) falls below $0.00, the system blocks incoming and outgoing calls for **all** of your customer accounts. Keep it positive. See [Top up your reseller balance](https://kb.voipcloud.online/au/partners/whitelabel/top-up-reseller-balance/).

## Top row: your balances now

**Total balance** = **Reseller balance** + **Pending balance** + **Customer accounts** + **Security deposits**

| Box | What it shows | Notes |
| --- | --- | --- |
| **Total balance** | The sum of the four boxes to its right. If your provider gives you a credit limit, it's shown here too. | Calls stop for all customers when it falls below $0.00, after adding any credit limit. |
| **Reseller balance** | Your own funds in the system. | Goes up when you pay money in. Goes down when a customer makes a payment, because their payment through your gateway is funded from your reseller balance. |
| **Pending balance** | Commission earned when customers pay for services, calls and invoices, based on the margins you set. | Moves to your **Reseller balance** once a day. It's held first so incorrect amounts can be disputed. |
| **Customer accounts** | The total of all your active customers' balances. | Prepaid customers usually have positive balances. Postpaid customers have a credit limit, so their balances are usually negative. |
| **Security deposits** | The total of the security deposits taken from your customer accounts. | A buffer that helps keep your **Total balance** positive. |

### Where margins come from

You set your default margins in **My Account** › **My details** › **Default margins**, and per item with **Margin, %** on the **Services**, **Calls**, **Inbound DIDs**, **SMS** and **Equipment** tabs. For example, the margins on **PBX services** are earned each time the service's **Execution Rule** runs. A customer's **Account Balance** tab shows your **Commission** on each transaction. See [Margins and pricing](https://kb.voipcloud.online/au/partners/margins-and-pricing/).

### Prepaid and postpaid customers

- **Prepaid:** the customer pays in advance. When their balance reaches $0.00, or minus their credit limit if one is set, new outgoing calls and SMS are blocked. A call already in progress finishes.
- **Postpaid:** the system raises an invoice, and the customer has a set time to pay it. If the invoice becomes overdue, the system may charge fees, suspend their services and eventually delete the account. See [Suspension and overdue settings](https://kb.voipcloud.online/au/partners/suspension-and-overdue/).

See [Prepaid and postpaid](https://kb.voipcloud.online/au/billing/prepaid-and-postpaid/).

### Security deposits and credit limits

A customer's security deposit is based on their average monthly cost of services and calls. Their credit limit is 2 to 3 times the security deposit. You can take or return a deposit on the customer's **Details** tab, under **Security deposit**, and set the **Credit Limit** in the same tab. See [Customer account settings](https://kb.voipcloud.online/au/partners/customer-account-settings/).

## Reseller account balance: changes over a period

Choose a date range and click **Refresh**.

**Opening balance** + **Earned** + **Paid into reseller account** + **Allocated to customers** = **Closing balance**

| Box | What it shows |
| --- | --- |
| **Opening balance** | Your reseller balance on the first date of the range. |
| **Earned** | The total commission earned in the range. It works like **Pending balance**, but for the whole range instead of the last day. |
| **Paid into reseller account** | The money you paid into your account in the range. To see the date of each payment, check the invoice history under **Reseller invoices**. |
| **Allocated to customers** | The money moved from your reseller balance to customer accounts in the range. |
| **Closing balance** | Your reseller balance on the last date of the range. |

The panels below the row list each entry in **Earned**, **Payments into reseller account** and **Allocated to customers**. The **Customers** panel lists each customer's credit and security deposit.

To see what you earned from one customer, open that customer's **Account Balance** tab. See [Customer billing](https://kb.voipcloud.online/au/partners/customer-billing/#check-a-customers-transactions-and-commission).

## Related

- [Top up your reseller balance](https://kb.voipcloud.online/au/partners/whitelabel/top-up-reseller-balance/)
- [Payment gateways](https://kb.voipcloud.online/au/partners/whitelabel/payment-gateways/)
- [Customer billing](https://kb.voipcloud.online/au/partners/customer-billing/)