You can top up your account using any credit or debit card. You can also set up automatic top ups, which will add payment to your account if your account balance falls below a certain level. This is all set up online by yourself.
Credit on your account will expire after a period of 360 days from the date of the purchase unless you add more credit in the meantime.
To avoid losing this credit balance simply top up before the credit expires and the entire balance will roll over for another 360 days.
We email a credit expiry reminder in advance of any credit expiring, giving you plenty of time to top up and keep your remaining balance.
If you are using the Auto Top Up facility then you can avoid credit expiring by manually setting the trigger limit below that of your current balance, which will force a credit top up.
If your credit balance does expire then any unused allowances will expire as specified.
Expired credit is non-refundable.
Our rate checker allows you to easily check the cost of any call globally, so use this if you want to check the cost of calling outbound, or forwarding a call to a destination.
When entering a destination number into the rate checker, this will not only display the call cost to this destination, but if this destination is included in any of our call bundles.
To use our global rate checker simply visit our PRICING page.
If inbound calls to into your VoIP system are not being connected or if a message from us is played then please firstly try the following before submitting a ticket –
(1) Check your VoIP Users are active/registered VOIP/SIP USERS
If you are receiving calls to your VoIP users then please check the following-
– If using a mobile device, make sure that your VoIP app is displaying as REGISTERED. If not then switch it off and back on again.
– If you have an external destination phone number (landline or mobile number) in the call forwarding group, make sure you have credit on your account as a low balance will prevent the call from completing – If you don’t need the external divert number, just delete leaving only the VoIP users in the group
(2) LOW BALANCE
If you have an external member in your call group, such as a landline or mobile telephone number, you will need to keep your account in credit. This is because the system will see that the call may potentially be answered by the external group member and therefore a credit balance is required to be able to forward the call. In this case please simply top up your account and try again after a minute.
(3) Check your services
Under the service section of your portal please ensure that all your services are active on the account, you will need to check that the numbers, VoIP users and call / ring groups are all active. If anything needs renewing then simply top and and any overdue services will automatically renew.
If your account has been marked as cancelled then you can reactivate this by simply topping up the account. This will then allow you to add new users, numbers and system features.
If there is no number on the account then you will need to immediately add a new number under the NUMBERS section, or the account will not be live.
If you have any problems reactivating an old account then simply use our CHAT facility on our website.
We hate to see you go, but if you wish to close your account then simply follow these steps.
1 – Log in to the portal
2 – Click on NUMBERS
3 – Click on your virtual number
4 – Click on CANCEL NUMBER
When an account has no numbers on it our systems will automatically set the status of the account to cancelled. This will set your account to cancelled, but allow you to log back in at a future date in order to retrieve invoices etc, or reactivate the account for future use.
If you wish to shred your account completely, or if you are having problems cancelling your account then please raise a support ticket and use the cancel account option.
If you have accidentally deleted a number from your account, or if your number was removed from your account due to non use. There are 2 things that you need to be aware of-
1 – Your first standard telephone number is free, additional numbers are chargeable
2 – our systems will look for accounts with no numbers and suspend the account as part of the clean up routine that allows people to easily cancel an account by deleting the number.
If you were paying for your number either as an additional number or as a chargeable memorable number then your number may still be held in reserve on your account. If so, you will see it listed under your services section on the portal. If it does show then simply making a top up to your account will automatically renew the number.
If your number has been completely removed from your account, then you can try to add the number back to your account yourself via the customer portal. Just click on “my numbers” then click on “add new number”. You can then use the number selector to find the number and add it back to your account.
If you can not see the number then you can get in touch with us and we can check if the number is still available and add it back to your account. There may be an admin charge to reinstate the number for you.
If you are forwarding calls to a mobile number then you may experience ring delays. These are normally an issue related to the time that the mobile network takes to locate the handset across the mobile network via its local transmitter, and are part of the nature of mobile phone networks.
You will find that the time that it takes to connect to a mobile phone varies, depending on things like weather conditions, we infill this time with a “ring ring” tone, to avoid the gap that the caller would otherwise hear.
Whenever you answer calls via VoIP on your mobile device, you will notice that the connection/ ring time is much shorter.
VoIP users can be grouped to receive calls, or you can create individual call groups allowing you to distribute incoming calls across multiple VoIP users.
You can also blend VoIP and external phone numbers into call groups, so the nominated VoIP users will ring alongside the mobile or landline numbers listed.
You can have as many VoIP users (or extensions) as you need. VoIP users can use a softphone app like Grandstream wave for mobile or zoiper for desktop softphones to turn the device into an extension to make and receive calls. Or if you already have a VOIP phone you can configure that to use on our network too.
VoIP users each get an individual extension number, and can call each other free just by calling their extension number. This allows you to call between devices like a laptop and a mobile phone free of charge.
VoIP users are added via your customer portal and are charged at £4 per month and include a bundle of 100 minutes of outbound calls.