Help Desk / Tutorials

The plan you have selected for your service includes a monthly recurring hosting fee. That means on the first day each month we invoice you for the previous month's monthly recurring fee(s), call charges (and if applicable, perhaps a Flash Number monthly lease fee, or late fee, etc.)

That means you may need to Top-up your credit to avoid auto-suspension of your service/s.

You can find out how much has been deducted for last month's call costs by viewing your call records for last month. To view your call records for last month go to our website's Top Menu > Customer Portal > Customer Toolbox. Then go to Services > View Call for All Services. Then select Last month > All. You can then see at a glance the total call costs for last month.

You can view the total amount that was deducted from your available credit (including recurring monthly rental and hosting fees, and other fees and charges) by viewing your most recent invoice. Your most recent invoice is normally available on the 1st day of each month. To view your most recent invoice go to our website's Top Menu > Customer Portal > Customer Toolbox

One of the most common reasons a service is not working is that you have run out of credit on your account.

With Pay In Advance you need to maintain your account in credit 24/7 to avoid auto-suspension. If your credit balance is zero or negative (not in credit) your service has been auto-suspended. This means your service(s) will remain suspended until you "Top-up" your credit. Also you need to Top-up now to avoid auto-cancellation of your service(s) within 21 days of the date of your most recent invoice.

To reconnect your service(s) you need to Top-up your credit. To Top-up you can make a credit card payment 24/7 by logging into your account control panel at Customer Toolbox.

Once we have received your credit payment through your online Customer Toolbox your service(s) will be restored within minutes.

To view your most recent invoice go to our website's Top Menu > Customer Portal > Customer Toolbox

To find out more about Pre-Pay visit: Pay In Advance FAQ - Click Here

To avoid running out of credit, we have a number of systems in place for you to utilise in your customer toolbox. Once logged In your Customer toolbox, you can go to 'Account Detail' tab > 'Preferences' tab

1. In 'frequency', you will receive a weekly Credit notification email (initially set as a default) to let you know how much credit is on your account. You can change this to a particular day of the week or even to 'daily' notifications.
2. If you go below the dollar amount in the 'Critical Balance' (initially set to $5.00 as a default amount), credit notification emails will occur daily regardless of preference frequency settings. Once your credit is topped up above the specified 'Critical Balance' amount, you will continue to receive weekly Credit notification emails.
3. If you run out of credit at any time during the day, you will be sent an email so you can top up straight away and keep receiving calls throughout the day.
4. At the start of each calendar month, an 'End of Month' (EOM) processing will occur, if you receive an email, this email will state the credit you currently have on your account and later that day the bill run will occur and you may not have enough credit on your account to keep the account active. This EOM email will state the approximate amount your account will go into debit, please make sure you read the email top up accordingly.