Help Desk FAQ

Why Is My Account Balance Going Down Without Any Calls?

You are on a monthly subscription plan + the cost of calls you receive.

You pay a monthly subscription plan fee every month even if you don't receive calls. This is because we charge you a monthly fee so that you can hold the Rights Of Use ( ROU) for your 1300 or 1800 number on or network.

Every day during the month the monthly subscription plan fee is taken from your account balance in small amounts every day over the period of 30 days (average).

For example, if you are on a $10 a month (+GST) subscription plan we would take out approximately 37c per day.

Any calls received are also drawn from your account balance every day.

You can view the amount that was deducted from your available credit by viewing your most recent invoice. You can download you invoices through your Customer Toolbox.

For more information about Billing and Payments please visit the Help Desk: Billing and Payments.

For more information about Direct Debit Billing please visit the Help Desk: Direct Debit FAQ.

Why Is My Service Not Working?

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

As a Pay In Advance customer you need to keep 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-disconnection (cancellation) of your service(s) within 21 days of the date of your most recent invoice.

To un-suspend your service(s) you need to Top-up your credit. You can Top-up by logging into your Customer Toolbox and making an online Top-up payment with your visa or mastercard credit/debit card.

Your service(s) will be restored instantly upon making payment through the Customer Toolbox. If you make payment by other means e.g. Bpay the un-suspending of each service may take up to 3 working days after receipt of cleared funds.

You can view the amount that was deducted from your available credit by viewing your most recent invoice. You can download you invoices through your Customer Toolbox.

To find out more about Pay In Advance go to Pay In Advance FAQ

How To Avoid Running Out Of Credit

To avoid running out of credit, we have a number of options in place in your Customer Toolbox to asist you to maintain your account in credit. However, it is entirely your responsibility to ensure you do not run out of credit particulary after business hours.

  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.
How To Change 1300/1800 Number Destination (Answerpoint) 24/7
1300 number real-time destination changes

Your Customer Toolbox is a real-time web based user interface. Unlike the rest of our competitors, you can change your 1300/1800 number destination in real-time 24/7 from any where in the world.

Destination number formats:

You must enter your destination number/s in the following format or your service/s will not function.

  • Australian landline numbers: state area code + landline number eg 0298765432 - NOT 61298765432
  • Australian mobile numbers: only the mobile eg 0419000000 - NOT 61419000000
  • International destination numbers: Please contact us.
Cost to change your 1300 number destination

Your 1300 Number hosting plan includes one free destination change per service per invoice month. Thereafter, 10c ($0.10) + GST per destination change per service per month.

Help Desk Tutorials

Voice To Email Setup
IVR Setup