# Billing FAQs

> Quick answers about trials, billing types, payment methods, invoices and keeping your numbers.

- URL: https://kb.voipcloud.online/uk/billing/billing-faqs/
- Section: Billing and account
- Type: overview
- Applies to: All countries
- Last reviewed: 2026-11-10

Short answers to the most common billing questions, with links to the full guides.

## 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](https://kb.voipcloud.online/uk/billing/prepaid-and-postpaid/).

## How do I avoid my service being suspended?

Turn on [auto top-up](https://kb.voipcloud.online/uk/billing/automatic-payments/) and [low balance notifications](https://kb.voipcloud.online/uk/billing/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?

It depends on your account and country. Your **Bills and payments** page shows the methods available to you. See [Payment methods and top-ups](https://kb.voipcloud.online/uk/billing/payment-methods/).


In the UK, you can pay by credit or debit card (including American Express), PayPal or direct bank deposit. Prices shown in the portal include VAT; prices on the website don't.



## 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](https://kb.voipcloud.online/uk/billing/prepaid-and-postpaid/#switch-from-prepaid-to-postpaid).

## Why wasn't I charged the full monthly price?

New services are charged pro rata: you pay only for the days from when you order to the end of the month. From the next 1st, you pay the full monthly amount.

## Where are my invoices?

In **Billing** › **Bills and payments**, under **Invoices**. See [Invoices and receipts](https://kb.voipcloud.online/uk/billing/invoices/).

## Can I extend my 30-day free trial?

Yes, you can ask. [Raise a support ticket](https://kb.voipcloud.online/uk/support/support-tickets/) 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](https://kb.voipcloud.online/uk/getting-started/free-trial/).

## 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?

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](https://kb.voipcloud.online/uk/getting-started/set-up-your-phone-system/).

On a computer, **Customer portal introduction**, just below it, opens a short introduction to the portal.

## Where to go next

- [Account balance](https://kb.voipcloud.online/uk/billing/account-balance/)
- [Check call and SMS rates](https://kb.voipcloud.online/uk/billing/check-call-rates/)
- [Cancel your account](https://kb.voipcloud.online/uk/billing/cancel-your-account/)