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 credit card on file for your account will be automatically debited 3 days after your invoice date.

• When you sign up for a VirtualPBX plan, you can choose between a yearly plan and a monthly plan. The annual plan offers a discount for committing to use the service for a year. However, some features are still billed monthly, even for annual customers. These are called usage-based features, and the price you pay depends on how much you use them.

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

• Devices: The price of devices depends on the number of devices you have and the features you choose.

• ACD Queues and Agents: The price of ACD queues and agents depends on the number of queues and agents you have in your account.

• Extra local and toll-free numbers: The price of extra local and toll-free numbers depends on the number of numbers you need.

• Traffic-related taxes, e911 fees, and regulatory fees: These fees are based on actual use during a given month.

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:

• The monthly billing for usage-based features is based on your actual usage during the previous month.

• You can view your usage history in the Billing Portal of your online VirtualPBX Dashboard.

• You can change your plan at any time. However, if you change from an annual plan to a monthly plan, you will be billed for the rest of the year in advance.

• If you have any questions about the billing of usage-based features, please contact our billing team.

The PSTN (Public Switched Telephone Network) Block Traffic fee reflects the total billable minutes used on your account.

To interpret your billing codes you will need the Call Detail Interpretation Table. Please send an email to support@virtualpbx.com with the subject heading: “Change Request :: Billing Codes Information :: Your Company Name”. Please provide all of the following information:

1. Company Name

2. Account Number

3. The primary VirtualPBX phone number

You will receive an email reply with a Call Detail Interpretation table attached. Depending on current billing load, please allow 3-5 business days for us to process this request.

With a hosted PBX like VirtualPBX, completed calls are actually 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 system has one primary number, either toll-free or local, that is not charged as part of the initial system setup. Each additional number, either toll-free or local (also known as a DNIS) requires an additional setup fee.

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 using third-party services such as listyourself.net.

Authorized billing contacts may cancel their account within the dashboard. Login and navigate to Account Settings by clicking on your username in the upper right, then click Cancel Account in the left sidebar.

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 in the event that 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 because 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.

In order 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.

Please send all questions regarding plan changes to account.services@virtualpbx.com. Our business hours are Monday to Friday, 8:00 am to 5:00pm PST

Follow these brief instructions:

1. Log in as an administrator to your Dash account. Click on your name/company at the top right of your screen (beside the icon of a gear).

2. A new window will appear. Click on Payment Method on the left-hand menu; then click the Change/Update button in the main screen to update your payment method.

3. Enter the new credit card information. Then click the Update Your Card button to save your changes.

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:

1. Log in as an administrator to your Dash account. Click on your name/company at the top right of your screen (beside the icon of a gear).

2. A new window will appear.

3. For your Technical Contact: Click Account on the left-hand menu; then click the Technical Contact option in the main part of your screen.

4. For your Billing Contacts: Click Contact on the left-hand menu; then click the Update option in the main part of your screen to change your Bill To and Sold To individuals’ information.

5. Click the Save Changes button at the bottom of your screen to save your changes.

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 cancellation).

If your primary contact is no longer at your company, you will need to complete an Update Contact Information form.

Please complete the form and fax it to VirtualPBX at 408.275.2423. Or scan and email it to billing@virtualpbx.com

Note: Please make sure to sign and date the form before you send your fax. Incomplete forms will not be processed. Depending on current billing load, please allow 3-5 business days for account changes to take effect.

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:

1. Primary Contact Name(s)

2. Current phone number for each contact Note: Please make sure that your new contacts do not use a phone number that is part of your VirtualPBX account.

3. A valid email address for each contact

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

Depending on 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.

Please complete the form and fax it to VirtualPBX at 408.275.2423 or scan and email to billing@virtualpbx.com

Note: Please make sure to sign and date the form before you send your fax. Incomplete forms will not be processed. Depending on current billing load, please allow 3-5 business days for account changes to take effect.

Log in as an administrator to your VirtualPBX Dashboard. Click on your name/company at the top right of your screen (beside the icon of a gear). A new window will appear. Click on Invoices on the left-hand menu. Your invoices will be shown in the main part of your screen.

The Billing Contact on your account receives an emailed copy of your invoice every month.

You can also access recent invoices within your phone system Dashboard:

• Sign in to Dash.

• In the main navigation, click on your name in the upper-right corner of your screen (next to the icon of a gear).

• A new window will load. In its left-hand side menu, click Invoices to see your recent statements.

If you need additional assistance, 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 your needs outreach the detail 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 for dialing 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:

• Click Devices in the main menu on your Dash dashboard

• Select Edit (next to the icon of a wrench) for the device you want to change

• Click the Advanced tab in the device menu that opens

• Select the Restrictions option that appears in the Advanced drop-down menu

• Click the Allow/Deny International toggle, then the Save Changes button to save