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Billing FAQs

Last updated on August 25, 2022

Contact our Billing Team for any questions you might have on your invoice, converting to a different plan, or any other general billing concerns Monday-Friday: 7am-4pm Pacific Time. Please send all physical mail to P.O. Box 8780, San Jose, CA 95155.


General Billing Questions

 

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What type of Payment does VirtualPBX accept?

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

What type of Debit or Credit Card do you accept?

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

On what date will my credit card be automatically debited each month?

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

What is a PSTN Block Traffic Fee?

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

How do I interpret the billing codes that are noted in my call logs?

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: ‚ÄúChange Request :: Billing Codes Information :: Your Company Name‚ÄĚ. Please provide¬†all¬†of the following information:

  1. Company Name
  1. Account Number
  1. 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.

Why does it appear like I am being double-billed on certain calls?

With a hosted PBX like VirtualPBX, completed calls are actually made up of two separate phone call segments, or ‚Äúlegs‚ÄĚ. 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 ‚Äúdouble-leg‚ÄĚ 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.

Why am I getting billed for outbound calls when I do not use my system for outbound dialing?

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.

Why was I charged for DNIS termination?

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.

How can my local number be listed in the 411 directory?

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.

How do I cancel my account?

If you need to cancel your account for any reason, please contact our Customer Success Team directly at 408.479.3214.

Note: This option is only for account holder or authorized Billing Administrators.

I recently cancelled my account but just received another invoice. Why?

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 ‚Äė5‚Äô. 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.

My account has been cancelled. How may I reinstate my account?

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.

How may I switch to a different plan?

Please send all questions regarding plan changes to account.services@virtualpbx.com. Our business hours are Monday to Friday, 8:00 am to 4:00 pm PST.

How may I switch to a different plan?

Please send all questions regarding plan changes to account.services@virtualpbx.com. Our business hours are Monday to Friday, 8:00 am to 4:00 pm PST.

Does VirtualPBX provide options to switch my account to Voicemail Only or Call Forwarding Only modes?

Yes! Check out our¬†Voicemail Only Plans¬†and¬†Call Forwarding Plans¬†‚Ästthese are great for customers who have seasonal or low call traffic but still need to keep lines of communication open.

 
 

Dash Billing Questions

 

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How do I update my billing and credit card information?

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).
  1. 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.
  1. Enter the new credit card information. Then click the Update Your Card button to save your changes.
How do I make a payment online?

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.

How do I update my contact information?

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).
  1. A new window will appear.
  1. For your Technical Contact: Click Account on the left-hand menu; then click the Technical Contact option in the main part of your screen.
  1. 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.
  1. Click the Save Changes button at the bottom of your screen to save your changes.
How do I update my contact information if the primary contact is no longer with the company?

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.

Can I have more than one person be the primary contact?

If you would like more than one person listed for your Technical or Billing contacts, you can email billing@virtualpbx.com with the following information:

  1. Primary Contact Name(s)
  1. Complete address for each contact
  1. 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.
  1. 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.

How do I change the ownership rights to my VirtualPBX?

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.

I cannot find my invoice in my latest billing. Where did it go?

Log in as an administrator to your 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.

Where can I find a detailed summary of itemized charges on my bill?

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:

  • 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.

Can I receive comprehensive logs detailing my call traffic regularly sent to me?

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.

The service for my account has been interrupted. How may I turn my service back on?

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

How do I enable dialing out to international phone numbers?

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
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