Billing FAQ for Billing Plans

 

Payment methods - Credit Cards

We currently accept MasterCard, Visa, Discover, and American Express cards. You must have a billing address within the United States and the credit card must be associated with a United States-based bank.

You must have a valid credit card on file to keep your account current and ensure that all OnSIP invoices are paid promptly.

 

Where do I go to log into the Admin Portal of my OnSIP account?

Please visit https://admin.onsip.com/ and enter the Account Administrator’s SIP address and password to access the Admin Portal.

 

How will OnSIP stay in touch with me?

The “Account Administrator” user will have access to the entire account- the billing information, call detail reports, feature setup/removal, etc. This user has a specific username/password with which to log into the account. This is typically the first user created on an account, and please note that there can be only one account administrator per account. The information for this user can be found in the Admin Portal under the "Users" tab. The Admin user is listed in bold, and clicking on the link of the name will show you more detailed information about the user. Note that the email address in the Contact Information box is where we only send Password reset emails to, and so it is extremely important that this email address is kept up-to-date and current for the appropriate person who is the Account Administrator. Just select the “Modify” link in the Contact Information box to update the Administrator’s email address when necessary.

OnSIP will stay in touch with you via the email address associated with the main Account Contact.

The Account Contact information can be found in the "Account" tab of the Admin Portal. Once there, navigate to the Account box and click on the "Update contact information" link to view/change the contact on file.

Please make sure that the email address you choose to put on file is one that you check frequently, as this is how we will contact you regarding issues relating to the status of your OnSIP account. Such issues include:

• Credit card transaction receipts
• Emails informing you of declined credit card transactions
• DID requests/purchases
• Auto-refill receipts
• Negative Balance reports

If the Account Administrator or the Account Contact changes over time, please be sure to revisit these pages and update the information (especially the email addresses) to ensure that the appropriate person is receiving your account’s correspondence. It is the customer’s responsibility to ensure that we have the appropriate contact information on file and that the information is updated promptly when a Contact or Administrator changes.

Please note there can only be 1 Account contact on file at a time- there can not be separate contacts for billing issues, technical issues, etc.

 

When will I get billed?

Pay As You Go & Per Seat Metered Plan

Your main billing date will be the day that you created your account. For example, if you opened the account on the 1st of the month, every succeeding month on the 1st you will be billed, and we will charge your credit card on file for the amount owed. (Any accounts created on the 31st will be billed on the 31st or the 30th, depending on if the month has 30 or 31 days) Your bill will be based upon the pricing plan that you have selected and the features that you have set up on your account (auto-attendants, conference bridges, voice mailboxes, etc.). Your bill is for the upcoming month of service, so a bill on January 5 is for service from January 5- February 4.

All phone call charges and phone number fees (purchase cost- $7/number, monthly recurring charges- $2/number) will be deducted from a Prepaid Balance on your account. The charges for phone calls will be deducted from this balance in real time when the call is ‘hung up’. Monthly recurring charges for phone numbers occur on the monthly anniversary date that the phone number was added to the account. So if a number was added to your account on the 5th of the month, each succeeding month on the 5th there will be a $2 deduction from the Prepaid Balance to pay for this number. If/when you no longer need a phone number, you can easily remove it from your account, and you will then no longer incur the $2 monthly charge for it.

This balance must have credit in it in order to cover these charges. The customer can choose to set up an Auto-refill feature to keep this balance positive, or he/she can manually log in and add credit whenever needed.

If the Auto-refill feature is enabled, the customer can choose a "Threshold" level and a “Refill To” level—when the Prepaid balance reaches the Threshold level, we will automatically charge your credit card the amount needed to increase the balance to the Refill To level. These charges will happen whenever the Threshold level is reached. If the customer’s admin chooses to manually add credit, he/she will have to log into the account and initiate a credit card charge for a certain amount to add that amount to the Prepaid balance.

The Auto-refill and Manual Credit Addition features can be found in the Admin Portal, in the "Account" tab. There, you will see links to "Configure auto refill" and "Purchase additional PSTN credits." All transactions made against the Prepaid balance can be viewed under the "View transaction history" link, which is found in the PSTN (Prepaid) box.

Please note if the Prepaid balance falls below $0.00, all phone calls will be suspended until credit is added to this balance.

 

Can I see what my Upcoming Bill will be?

Yes. To view what your next bill amount will be, log into the Admin Portal and go to the "Account" tab.

Under the Plans box, select the "Configure plan" link- the Invoice that appears at the top of the page will show you what you will be billed at your next billing cycle.

Please be aware that this amount will change if you add/delete users (on the Unlimited and Per User Plans) and/or features (on the Per User, Pay As You Go, and Basic Plans) throughout the month. Please refer to this page to check if your billing amount changes after you make any changes to your account.

 

How can I view Invoices and/or Payment receipts?

All billing information can be viewed in the "Account" tab of the Admin Portal. In the Plans box, select the "View invoices" link. Choose the month you would like to view from the dropdown, and you will find links to all Invoices and Payments made within that month.

We do not email Invoices to customers- those can be found here. We do, however, email Credit Card Transaction Receipts to the Account Contact on file every time that we charge the account’s credit card. These get sent to the email address on file for the Account Contact. There are no Invoices for Auto-refill or Manual Credit Addition charges made against the PSTN (Prepaid) balance. These transactions can be viewed by selecting the "View transaction history" link located here, as well.

To view or change the Account Contact’s email address, go to the "Account" tab and select the "Update contact information" link. Enter your changes and don’t forget to ‘Save’ when done!

 

How can I add/change the Credit Card on file?

To ensure the security and privacy of our customers’ credit card information, we do not accept credit card information over the phone or over email.

When you need to add or change the credit card on file on your account, please go to the "Account" tab in the Admin Portal. You will find links under the Credit Card Info box to either “Add" a credit card, or “Update” the card on record. Please select either of those links, and you will then be able to enter your credit card information and ‘Save’ it to the account.

We do not keep past credit card information. Once a card is replaced with a new one, the old credit card is removed from the account, and all charges going forward will be made to the new card that is saved to the account.

When you update a credit card, please be sure to confirm your auto-refill settings (if enabled), since these settings may get disabled when a credit card is updated/changed.

 

How do you calculate the length of a call?

Call lengths are measured in sixty (60) second increments, where each call length will be rounded up to the nearest minute.

 

Cancelling your OnSIP account

If you wish to cancel your OnSIP account, you may do so at any time. Log into the Admin Portal, click on the "Account" tab, and select the "Contact support" link in the Support box to send a note to our team. Be clear in your message that you wish to permanently remove all features, services, and phone numbers.

Make special mention of any phone numbers that you have ported or plan to port to another carrier in the immediate future. It is important that we are made aware of this information to prevent an in-use number from being redistributed to a new customer.

By logging into your account, you can view assigned phone numbers at your convenience. OnSIP customers will find phone numbers under the "Resources" tab. Once there, search by type phone number to bring up results containing only phone numbers. Gateway customers have a tab exclusively for phone numbers that will list all numbers assigned to the account. If you have multiple PBXs, please be sure to check all of them by viewing each PBX from the Active PBX pulldown menu.

Bear in mind that numbers deleted by a customer are returned to our active pool of numbers. Do not assume that deleting a ported number removes it from our database; only an OnSIP administrator can complete this final step.

Please note if you close your OnSIP account, you will permanently lose all phone numbers and data such as voicemail messages, recordings, and routing rules.

We will be sorry to see you go. If you have a moment, please let us know why you are canceling so we can work to improve our service.