Billing FAQs

Currently, all VirtualPBX accounts are automatically debited. Therefore, we only accept debit, credit cards, and ACH as a form of payment

We accept Visa, Master Card, Discover, and American Express.

The usage-based features that are billed monthly for both yearly and monthly customers are:

All of these items are reflected on your monthly invoices, which you can find in the Billing Portal of your online VirtualPBX Dashboard.

Here are some additional things to keep in mind:

With a hosted PBX like VirtualPBX, completed calls are made up of two separate phone call segments, or “legs”. The first leg is the call from your client or customer to our equipment. The second leg occurs when we make an outbound call from our equipment to your phone, wherever you choose to take your calls. VirtualPBX only charges you for the incoming call, while the outbound call to your phone is free. As a result, there is no “double-leg” billing. A careful review of your billing invoice will reveal that while the inbound and outbound legs of Continental US, Canada, and International calls are itemized separately, you are only charged for the inbound portion of your calls.

A careful review of your billing invoice will reveal that while the inbound and outbound legs of Continental US, Canada, and International calls are itemized separately, you are only charged for the inbound portion of your calls.

Each VirtualPBX account receives an entitled local number as its main number, as well as one local number for each user on the account. Any local numbers added on after will be billed as ‘extra numbers’, and all toll-free numbers do incur a charge on your invoice.

Unfortunately, we are unable to provide 411 listings at the current time. If you would like your number added to the 411 list, we recommend that you use third-party services such as listyourself.net.

Authorized billing contacts may cancel their account within the dashboard. Log in and navigate to Account Settings by clicking on your username in the upper right, then click Cancel Account in the left sidebar. The authorized billing contact can also email billing@virtualpbx.com to request account cancelation.

If you have cancelled your account and are still receiving invoices there may not be a record of your request in our system. Please contact us directly at 888-825-0800, option ‘5’. We will attempt to verify your cancellation and will reverse any charges if you have been incorrectly billed.

Please note you will receive a final invoice reflecting any usage from the beginning of your current billing cycle to the day your cancellation request was submitted and the account was blocked. The reason is that VirtualPBX plans are not prorated. If you have added any additional phone numbers or services since your last billing cycle or you exceeded any block of free minutes on your plan. If necessary, after your final bill is sent out, the credit card on file will automatically be charged for this amount.

To reinstate your account, please call 1-888-825-0800, Option 5 to speak to our Billing team.

We may need to update your credit card information and must receive payment for the amount due on your account before it can be reinstated. If there are failed payments uncollected in your account which resulted in your account being canceled as outlined in our Terms and Conditions, you will be liable for a late payment fee of $25 as well as interest on the amount owed at the rate of 1.5% per month.

Please send all questions regarding plan changes to account.services@virtualpbx.com. Our business hours are Monday to Friday, 8:00 am to 5:00 pm PST. You can also speak with our account managers by calling in 888.825.0800 opt 4. To review the features and prices on each plan, please refer to our Plan Pricing Page.

When your plan is converted to a different plan, you will see two invoices. The first invoice will be for the charges of the number of users on your new plan, and the secondary invoice is the last of the charges on your previous plan (usage, numbers, features, etc). After the first month of your conversion, you will only see one invoice going forward.

Follow these brief instructions:

Payment will be automatically processed for your account every month with the credit/debit card you have on file.

If you have an outstanding balance and update your credit/debit card, the balance will be processed immediately.

You can contact billing@virtualpbx.com to inquire further about any payment issues you may have.

There are several types of contacts you can have on your account. Follow these instructions to update those fields:

The primary contact for your company acts as the administrator for your VirtualPBX account. Only an administrator can make significant account changes (e.g., change plans, contacts, credit card information, and cancellations).

If your primary contact is no longer at your company, you will need to complete a Change of Ownership form.

Billing contacts can currently only have one contact per account If you would like more than one person listed for your Technical contacts, you can email support@virtualpbx.com, from an email address that belongs to an admin, or another email that belongs to an existing Technical contact, with the following information:

VirtualPBX will use that information to update its internal listing of your primary account contacts.

Depending on the current billing load, please allow 3-5 business days for account changes to take effect.

To change the ownership of your VirtualPBX you will need to complete a Change of Ownership form.

Log in as an administrator to your VirtualPBX Dashboard. Click on your name/company at the top right of your screen on the black bar. A new window will populate. Click on ‘Billing Portal’ on the left-hand menu. This will bring you to your billing portal to review all charges and update payment. If you need additional information, please contact our Billing team at billing@virtualpbx.com

You can use Webhooks with Zapier to automate the export of call traffic. You can configure Webhooks to show data like the duration of calls both inbound and outbound.

If you need outreach the details of those logs, you can contact Customer Support at support@virtualpbx.com or by phone at 888.825.0800 option 2.

Please contact Customer Support at support@virtualpbx.com or by phone at 888.825.0800 option 2.

To enable your account to dial out to international destinations, please contact our billing department at 888-825-0800, Option 5, or send an email with your request to billing@virtualpbx.com. You will be required to place an international dialing deposit on your account.

Following the initial setup, Dash administrators can allow and disallow international dialing per device on their account.

Dash account administrators: