To change the credit card information on your account, please follow the instructions below:

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

1. Visit our vBilling Portal at https://vbilling.virtualpbx.com/
2. Enter your User ID and your password
3. Click on "Payments" from the menu bar
4. Select "Edit Credit Card"
5. Enter your new credit card information
6. Click on "I authorize VirtualPBX to run this card automatically to pay my bills"
7. Click on "Update"

First Time Login Instructions:

1. Visit our vBilling Portal at https://vbilling.virtualpbx.com/
2. Enter your User ID. (Hint: this is your email on file)
3. Click on Retrieve Password. It will take you to a Forgot Password window
4. On the Forgot Password screen, enter the following:
1. Phone Number: This is your VirtualPBX phone number
2. User ID: This is the email you have on file with VirtualPBX
5. You will be emailed a temporary password.
6. Please log into the vBilling Portal again and enter your User ID and the temporary password. You will be able to change your password once you are logged in.
7. Click on "Payments" from the menu bar
8. Select "Edit Credit Card"
9. Enter your new credit card information
10. Click on "I authorize VirtualPBX to run this card automatically to pay my bills"
11. Click on "Update"

NOTE: If your account is past due, please click on "Make Payment" and then click on "Pay Now" to ensure we receive payment for the past due amount and your account remains active. Your new credit card on file will be automatically debited for all future invoices.

To make a payment online, please follow the instructions below:

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

1. Visit our vBilling Portal at https://vbilling.virtualpbx.com/
2. Enter your User ID and your password
3. Click on "Payments" from the menu bar
4. Select "Make Payment"

First Time Login Instructions:

1. Visit our vBilling Portal at https://vbilling.virtualpbx.com/
2. Enter your User ID. (Hint: this is your email on file)
3. Click on Retrieve Password. It will take you to a Forgot Password window
4. On the Forgot Password screen, enter the following:
1. Phone Number: This is your VirtualPBX phone number
2. User ID: This is the email you have on file with VirtualPBX
5. You will be emailed a temporary password
6. Please log into the vBilling Portal again and enter your User ID and the temporary password. You will be able to change your password once you are logged in
7. Click on "Payments" from the menu bar
8. Select "Make Payment" and then click on "Pay Now"

Currently all VirtualPBX accounts are automatically debited and therefore, we only accept Debit and Credit Cards as a form of Payment

We accept Visa, Master Card and American Express.

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

Billing and contact information can be changed by logging into the vBilling Portal and follow the instructions below:

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

1. Visit our vBilling Portal at https://vbilling.virtualpbx.com/
2. Enter your User ID and your password
3. Click on the "My Account" tab
4. Select "Account Contacts"
5. Click on "Add a Contact"

First Time Login Instructions:

1. Visit our vBilling Portal at https://vbilling.virtualpbx.com/
2. Enter your User ID. (Hint: this is your email on file)
3. Click on Retrieve Password. It will take you to a Forgot Password window
4. On the Forgot Password screen, enter the following:
1. Phone Number: This is your VirtualPBX phone number
2. User ID: This is the email you have on file with VirtualPBX
5. You will be emailed a temporary password.
6. Please log into the vBilling Portal again and enter your User ID and the temporary password. You will be able to change your password once you are logged in.
7. Click on the "My Account" tab
8. Select "Account Contacts"
9. Click on "Add a Contact"

The primary contact for your company acts as the administrator for your Virtual PBX^®and therefore, can make significant changes to the account (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.

The direct link to download the Update Contact Information form is: http://www.virtualpbx.com/support/downloads/vpbx.updatecontactinformation.pdf

Please complete the form and fax it to Virtual PBX^® at 888-825-0800. If you are unable to fax to this number, you can use our alternate fax number: 408-971-1050 or scan and email at 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.

Yes. If you would like more than one person listed as the primary contact for your company, please see the instructions under >How do I update my contact information? In addition, you may send an email to billing@virtualpbx.com with the following information for your new contact(s):

1. Primary Contact Name(s)
2. Complete address for each contact
3. 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 Virtual PBX^®.
4. A valid email address for each contact

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

To change the ownership of your Virtual PBX^®you will need to complete a Change of Ownership form. The direct link to download this form is:

http://www.virtualpbx.com/support/downloads/vpbx.changeofownership.pdf

Please complete the form and fax it to Virtual PBX^® at 888-825-0800. If you are unable to fax to this number, you can use our alternate fax number: 408-971-1050 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.

Yes. Please call the local Virtual PBX^® fax number at 408-971-1050. Please check your fax machine's transmittal records to ensure that the fax was received.

The PSTN (Public Switched Telephone Network) Block Traffic fee reflects the total billable minutes used on your account. Please refer to the Traffic Cost Section of your Statement for more details regarding this minutes.

This option is only for Account holder or authorized Billing Administrators.

1. Visit our vBilling Portal at https://vbilling.virtualpbx.com/
2. Enter your User ID and your password
3. Click on the "Statements" tab
4. Select the statement you wish to view and click "View"

Statements will be available to view online for 12 months.

Please contact our Support Department via email at support@virtualpbx.com or via phone at 888.825.0800 option 2 for information on different vConsole reports you may run online. The itemized information can be found in these reports. Please note only system administrators are able to run the vConsole Reports.

To obtain a detailed summary of the calls passed through your system, a System Administrator can run any of a series of reports on-demand. These reports include:

1. Extension Incoming Call Report - This report details the calls that arrived at a specified extension over a period of days as defined by the System Administrator. The report provides a summary of the total number of calls received by each extension, how many calls were actually handled, how many were abandoned, and how many went to voicemail. Additionally, individual calls are listed along with their phone number, duration, whether the call arrived at the auto-attendant or an ACD queue, and if the call was handled, abandoned, or routed to voicemail.
   
   
2. Call Arrival Pattern Report - Given a range of dates, over a time increment specified by the System Administrator, this report provides an overview of call traffic arriving at specific or all ACD queues on individual or all phone numbers ringing into your Virtual PBX^®. You will be able to establish during what times of the day and what days of the week that you receive the most volume for your queues and your phone numbers.
   
   
3. Queue Call Summary Report - While the Call Arrival Pattern Report provides a very broad view of how your ACD queues and phone numbers are performing, this report provides the detailed information for specific or all ACD queues on individual or all phone numbers ringing into your Virtual PBX^®. Per phone number, you will be provided with specific information about the total number of calls arriving at each ACD queue; the number and relative percentage of actual calls handled; the number and relative percentage of calls abandoned; and the number and relative percentage of calls routed to voicemail. In addition a daily average hold time per ACD queue is also provided.
   
   
4. Extension Outbound Call Report - If you have Extension Owners that travel and use the Virtual PBX^® to perform outbound dialing, use this report to view a summary of where each extension is calling from and to over a specified date range.
   
   
5. Agent Call Report - Based on a range of dates specified by the System Administrator, this report provides time-based details for a selected extension or extensions relative to an ACD queue. System Administrators can view the total amount of time an Extension Owner (also known as an agent) has spent in a given queue; the total number of calls handled; the total talk time, average talk time, and maximum talk time. An average answer speed for each agent is also provided as well as charted comparison for each agent based on a selected performance category.
   
   
6. Agent Unhandled Call Report - Over a specified date range for each number in your Virtual PBX^®, a System Administrator can generate a report of where all unhandled calls are being routed. The CallerID of each call, which ACD queue the call entered, and if applicable, the extension that routed the call are listed in this report.

If you have any questions regarding the vConsoleReports, please contact our Support Department via email at support@virtualpbx.com or viaphone at 888.825.0800 option 2.

Comprehensive logs can be generated by a System Administrator at any time. However, if you would like detailed logs sent to you please send an email to billing@virtualpbx.com with the following information:

1. The subject heading: LOG REQUEST.
2. Your account number or primary Virtual PBX^® number.
3. The phone number(s) that require logs.
4. Which logs you would like generated.
5. Please note if you prefer daily or weekly logs.
6. If you have a different address where you would like your logs sent, please provide the full and correct address.

Note: Additional logs will be charged to your account. Daily logs are $15 per month. Weekly logs are $5 per month.

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 Virtual PBX^® 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 Virtual PBX^®, 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. Virtual PBX^® 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 Virtual PBX^® 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) is charged at a rate of $10 per month.

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.

If you need to cancel your account for any reason, please follow the instructions below:

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

1. Visit our vBilling Portal at https://vbilling.virtualpbx.com/
2. Enter your User ID and your password
3. Click on "My Account" from the menu bar
4. Select "Cancel"

First Time Login Instructions:

1. Visit our vBilling Portal at https://vbilling.virtualpbx.com/
2. Enter your User ID. (Hint: this is your email on file)
3. Click on Retrieve Password. It will take you to a Forgot Password window
4. On the Forgot Password screen, enter the following:
1. Phone Number: This is your VirtualPBX phone number
2. User ID: This is the email you have on file with VirtualPBX
5. You will be emailed a temporary password.
6. Please log into the vBilling Portal again and enter your User ID and the temporary password. You will be able to change your password once you are logged in.
7. Click on "My Account" from the menu bar
8. Select "Cancel"

 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 follow the instructions below:

1. Send us an email to billing@virtualpbx.com requesting the reinstatement of your account from your email account on file
2. Send us a Credit Card Billing and Authorization form. The direct link is: www.virtualpbx.com/support/downloads/vpbx.ccauth.pdf
3. Send us an email authorizing $25.00 reinstallation fee charge
4. We must receive Payment for the amount due on your account

Please be aware re-installations usually take 2-5 business days. In addition, we will assign a new number if the previous number on your account is not longer available.

Your service could be interrupted for many different reasons. If you believe your service is interrupted because we were not able to receive the payment due, please follow the below instructions to re-activate your service:

To change the credit card information on your account, please follow the instructions below:

This option is only for Accountholder or authorized Billing Administrators.

1. Visit our vBilling Portal at https://vbilling.virtualpbx.com/
2. Enter your User ID and your password
3. Click on "Payments" from the menu bar
4. Select "Edit Credit Card"
5. Enter your new credit card information
6. Click on "I authorize VirtualPBX to run this card automatically to pay my bills"
7. Click on "Update"
8. Click on "Make Payment" in the lower right hand corner

First Time Login Instructions:

1. Visit our vBilling Portal at https://vbilling.virtualpbx.com/
2. Enter your User ID. (Hint: this is your email on file)
3. Click on Retrieve Password. It will take you to a Forgot Password window
4. On the Forgot Password screen, enter the following:
1. Phone Number: This is your VirtualPBX phone number
2. User ID: This is the email you have on file with VirtualPBX
5. You will be emailed a temporary password.
6. Please log into the vBilling Portal again and enter your User ID and the temporary password. You will be able to change your password once you are logged in.
7. Click on "Payments" from the menu bar
8. Select "Edit Credit Card"
9. Enter your new credit card information
10. Click on "I authorize VirtualPBX to run this card automatically to pay my bills"
11. Click on "Update"
12. Click on "Make Payment" in the lower right hand corner

NOTE: Once VirtualPBX successfully receives payment for the total past due amount, the service will be automatically re-activated

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

You may contact our Porting Department via email at porting@virtualpbx.com. The Porting Department business hours are Monday to Friday, 8:00 am to 4:00 pm PST.

To port your number over to Virtual PBX^® you will need to fill out either a Toll-free LOA (Letter Of Agency) Form or a Local LOA Form. This form, once completed, serves as a record of transfer between your toll-free or local number carrier and Virtual PBX^®.

To port a local number to Virtual PBX^®, please complete a Local LOA form.
Local LOA Form (Acrobat PDF) [ Download ]

To port a toll-free number to Virtual PBX^®, please complete a Toll-free LOA form.
Toll-free LOA Form (Acrobat PDF) [ Download ]

In either case, you will receive an email reply with the official PDF file(s) that we will submit to our carriers. Please verify that the information is correct then print, sign, and fax the form(s) back to us at 888-825-0800. If you are unable to fax to this number, you can use our alternate fax number: 408-971-1050.

Note: Please make sure to sign and date the form before you send your fax. Incomplete or inaccurate forms can not be processed and will delay the porting of your number. Processing of toll-free ports usually requires 3 to 5 business days while local number ports typically require 10 to 20 business days. Further porting information can be found below.

Using a ported number as your primary contact number creates three problems:

1. When a number is ported to Virtual PBX^®, it becomes 'terminated' on our systems. That is, anyone attempting to reach the primary contact would reach your Virtual PBX^® instead of the primary contact.
2. In the event that problems arise with your account or your Virtual PBX, a primary contact would not be directly available to address the issue.
3. A caller attempting to reach the primary contact through the contact's extension would be sent into a call loop because the contact number calls back into the Virtual PBX^®, essentially rendering the extension non-functional.

As a result of these conditions, it is Virtual PBX^® policy that a number that you are attempting to port can not be used as a primary contact numbers.

The porting process for toll-free and local numbers will vary between each carrier. Virtual PBX does not have any control over these processes.

The number of LOAs that are required can vary. Toll-free numbers are issued by a large number of resellers so it's often difficult to know the originator, or RESPORG, of a given toll-free number. This may be true even if you originally purchased several toll-free numbers from the same entity. As a result, each toll-free number that you own could require a separate LOA. However, if you have multiple numbers from the same RESPORG, they may be submitted on one toll-free LOA.

For local numbers, the opposite will be true in most cases. That is, a single carrier is the RESPORG for all numbers under your ownership. If this is the case, you can also submit one LOA for all of your local numbers.

Processing of toll-free ports usually requires 3 to 5 business days while local number ports typically require 10 to 20 business days. However, please be aware that each carrier will have different internal processes in place to finalize a port. These processes may prolong your porting time. The current volume of ports a carrier is handling can also effect your port time. While Virtual PBX^® strives to complete ports within the same timeframe, there will be periods where we handle a large volume of porting and support requests. During these periods porting may take longer than usual.

Note: The most common delay in the porting process is an incomplete or inaccurate LOA.

Virtual PBX^® endeavors to complete toll-free ports in 3 to 5 business days; local number ports between 10 to 20 business days. In the event that it has been more than 6 weeks (or 30 business days) since your request was issued, you may be experiencing any of a combination of the following:

1. An incomplete or inaccurate toll-free or local LOA has been submitted.
2. Carrier porting demands are unusually high.
3. A carrier's porting process has changed without notice.
4. Virtual PBX^® porting demands are unusually high.

If you are experiencing a significant delay with your port, please contact us directly at 888-825-0800, option '2' and we will attempt to resolve your porting issue as quickly as possible.