Facebook Twitter Linkedin email
SIGN UP

FAQs: Billing


The following is a listing of some of the more common questions asked about billing. If you don’t find your answer here, contact us by calling 1-888-825-0800 and we’ll be happy to answer any questions you may have.
The following procedures are most relevant to users with System Administrator access.
Please click on a topic to expand or collapse the solution.

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

Note: 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 “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 the 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 “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 the 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 “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 VirtualPBX®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/files/vpbx.updatecontactinformation.pdf

Please complete the form and fax it to VirtualPBX® 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 contactNote: Please make sure that your new contacts do not use a phone number that is part of your VirtualPBX®.
  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 VirtualPBX®you will need to complete a Change of Ownership form. The direct link to download this form is:


http://www.virtualpbx.com/files/vpbx.changeofownership.pdf

Please complete the form and fax it to VirtualPBX® 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 VirtualPBX® 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 VirtualPBX®. 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 VirtualPBX®. 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 VirtualPBX® 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 VirtualPBX®, 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 VirtualPBX® 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 billing@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® 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 $5 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:
    http://www.virtualpbx.com/files/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.

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 a $250 deposit and provide some additional forms, including a signed Credit Card Authorization and photo ID.

Once enabled, international outbound dialing can be enabled or disabled at the extension level in this manner:

  1. Log into our web management tool as a system administrator.
  2. Go to the Admin tab and select Extensions.
  3. Find the extension to which you wish to grant international privileges and click on the Edit link.
  4. A new window will open. In that window, select the Config tab.
  5. Under Outbound Dialing Privilege, select “World”.
  6. To allow the extension owner to receive calls on an international phone number, not just make international outbound calls, also select “World” under Outbound Connection Privilege.
  7. Click the “Update” button to save your changes.