Order summary

Last updated 10 Nov 2026View as Markdown

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

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

Make your changes on any Services page, for example add a user in PBX licences, order phone numbers or add SIP trunk channels.
Check the Order summary.
Tick Agree to service terms and conditions. Click terms and conditions to read them.
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.

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.

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.

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.

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.
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.
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.
Order has failed please reach out to our team to complete	Contact the support team with what you were ordering.