# Order summary

> How ordering works in the portal, what the order summary shows, and how to submit or cancel an order.

- URL: https://kb.voipcloud.online/au/services/order-summary/
- Section: Services
- Type: reference
- Applies to: All countries
- Portal page: /order_services/order_summary
- Last reviewed: 2026-11-09

Everything you buy, change or cancel on the **Services** tab goes into one order. The **Order summary** panel on the right of each **Services** page shows what's in the order and what it costs. Nothing changes on your account until you click **Submit order**.

## How ordering works

1. Make your changes on any **Services** page, for example add a user in [PBX licences](https://kb.voipcloud.online/au/services/pbx-licences/), order [phone numbers](https://kb.voipcloud.online/au/services/phone-numbers/order-phone-numbers/) or add [SIP trunk channels](https://kb.voipcloud.online/au/services/sip-trunking/).
2. Check the **Order summary**.
3. Tick **Agree to service terms and conditions**. Click **terms and conditions** to read them.
4. Click **Submit order**. The button shows the amount charged now, for example **Submit order ($25.00)**.

**Submit order** stays greyed out until the order has something in it and you've ticked **Agree to service terms and conditions**.

After you submit, the portal confirms **Your order has been successfully processed!** Users, devices, phone numbers and some other services still need setting up on the **PBX** tab. If you haven't set up automatic payments, the portal offers **Set up automatic payments**. See [Automatic payments](https://kb.voipcloud.online/au/billing/automatic-payments/).

## What the order summary shows

| Section | What it lists |
| --- | --- |
| **Monthly subscription changes** | Each service you're adding or removing, with **Monthly fee**, **Qty** and **Total**. Removed services show a negative quantity. |
| **Activation fees** | One-off fees for new services, with **Fee**, **Qty** and **Total**. |
| **Equipment** | Phones and accessories, with **Price**, **Qty** and **Total**. Equipment is paid separately by invoice. |
| **Other changes** | Changes that don't have a fee, such as Microsoft Teams account changes. |

When the order is empty, the panel shows **Cart is empty**.

### Pro-rata charges

Monthly services you add part-way through the month are marked **1**: they're charged only for the days left in this month. **Total due today for all services** shows the amount.

Cancelling a subscription doesn't give a pro-rata refund: you don't get money back for the rest of the month after you cancel.

If you choose a call or SMS plan with an included allowance, the allowance for the first billing period is reduced to match the time left in that period.

**On a free trial?** No charges apply during the trial, so **Submit order** shows $0.00. When the trial ends, monthly fees and any activation fees are charged. See [Your free trial](https://kb.voipcloud.online/au/getting-started/free-trial/).

## Not enough balance

If your balance plus your credit limit doesn't cover the amount due now, the summary shows **Insufficient account balance to complete the order** and you can't submit. The warning shows:

- your **Current account balance** and **Credit limit**;
- a **Recommended payment amount**;
- a **Top up** button, which opens **Bills and payments**. If you have unpaid invoices, pay those first.

Top up, then come back and submit the order. Equipment doesn't count towards this check, because it's invoiced separately once the order is submitted. See [Payment methods](https://kb.voipcloud.online/au/billing/payment-methods/).

## Orders with equipment

If the order includes phones or accessories, clicking **Submit order** first opens **Confirm your shipping details**. Check the recipient (**To (Recipient)**) and the address, and click **Continue**. Choose the **Shipping service**, check the **Shipping fee** and click **Submit**. See [Order equipment](https://kb.voipcloud.online/au/services/order-equipment/).

## Change or cancel an order

- **Change one item:** go back to the page where you added it and change the quantity or remove it there. A new item shows **Cancel order** next to it; a service you're unsubscribing from shows **Cancel** to keep it.
- **Cancel the whole order:** click **Cancel** under **Submit order**, then **Confirm**. Everything is removed from the order.

## If the order fails

| Message | What to do |
| --- | --- |
| **To order more users licences, please complete the verification process.** (or **SIP trunk licences**) | Your trial limit is reached. Click **Verify now**. See [Identity verification](https://kb.voipcloud.online/au/security/identity-verification/). |
| A message about the maximum number of phone numbers on a trial | Trial accounts can order a limited number of phone numbers. Verify your identity and activate your account. See [Activate your account](https://kb.voipcloud.online/au/getting-started/activate-your-account/). |
| **To unsubscribe from trunk channel, first decrease its usage in the PBX.** | Lower **Number of channels** in your SIP trunk objects and apply the configuration first. See [SIP trunking](https://kb.voipcloud.online/au/services/sip-trunking/#channels). |
| **Order has failed please reach out to our team to complete** | [Contact the support team](https://kb.voipcloud.online/au/support/support-tickets/) with what you were ordering. |

## Related

- [PBX licences](https://kb.voipcloud.online/au/services/pbx-licences/)
- [SIP trunking](https://kb.voipcloud.online/au/services/sip-trunking/)
- [Order phone numbers](https://kb.voipcloud.online/au/services/phone-numbers/order-phone-numbers/)
- [Account balance](https://kb.voipcloud.online/au/billing/account-balance/)