Billing FAQs
Quick answers about trials, billing types, payment methods, invoices and keeping your numbers.
Short answers to the most common billing questions, with links to the full guides.
How do subscriptions and billing work?
Section titled “How do subscriptions and billing work?”All trial and active accounts are prepaid by default: keep your balance in credit so your service isn’t interrupted. Monthly subscriptions are charged on the 1st of each month, so make sure your balance covers them. Each top-up creates a tax invoice and receipt, which are emailed to you and saved in the portal. See Prepaid and postpaid accounts.
How do I avoid my service being suspended?
Section titled “How do I avoid my service being suspended?”Turn on auto top-up and low balance notifications. If you have an unpaid invoice, pay it before it becomes overdue: a penalty is deducted from your balance 10 days after an invoice becomes Overdue, and the account is suspended after 30 days.
Which payment methods do you accept?
Section titled “Which payment methods do you accept?”It depends on your account and country. The portal can offer credit cards, PayPal, Direct Debit or PayTo, PayID and direct bank deposit. Your Bills and payments page shows the methods available to you. See Payment methods and top-ups.
Australia only
In Australia, you can pay by Visa or Mastercard, PayPal, direct debit, PayID, PayTo or bank deposit. American Express isn’t accepted.
Can I switch to postpaid billing?
Section titled “Can I switch to postpaid billing?”Yes. Postpaid accounts get an invoice on the 1st of each month for the previous month’s charges, with 14-day payment terms. Switching needs a refundable security deposit. To ask, contact the support team with your account number or company name. See Prepaid and postpaid accounts.
Why wasn’t I charged the full monthly price?
Section titled “Why wasn’t I charged the full monthly price?”New services are charged pro rata, from the day you order to the end of the month. From the next 1st, you pay the full monthly amount.
Where are my invoices?
Section titled “Where are my invoices?”In Billing › Bills and payments, under Invoices. See Invoices and receipts.
Can I extend my 30-day free trial?
Section titled “Can I extend my 30-day free trial?”Yes, you can ask. Raise a support ticket before the trial ends and include your account number or company name. To see what the trial includes and what happens at the end, read Your free trial.
Can I keep my existing phone numbers?
Section titled “Can I keep my existing phone numbers?”Yes. Make sure your account is active, then go to Services › Number porting and submit a porting request. See Number porting overview.
Can I get a demo or help setting up?
Section titled “Can I get a demo or help setting up?”Click Need help? (Book a free consultation with our specialist) at the bottom left of the portal to open your provider’s booking page. It shows only if your provider offers consultations. You can also follow Set up your phone system.
On a computer, Customer portal introduction, just below it, opens a short introduction to the portal.