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SEARCH THE FAQ
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Billing
Do you mail me a monthly paper invoice?
On my invoice there are a few numbers that look like US phone numbers, but are billed as international calls. Why is this?
When I sign up for a calling plan or calling features, how am I billed?
Why would my credit card be declined?
When will my invoice be available?
Can I change between rate plans?
Is there a service fee to change rate plans?
What methods of payment do you accept?
Does Callcentric offer gift certificates?
Will I be charged a service fee for changing my phone number?
How do I add/edit my credit card information?
I have multiple Callcentric accounts. Can I merge these into one account?
Why do I need to add a deposit to my balance?
What happens to the balance in my account if I cancel all my services with Callcentric?
What taxes does Callcentric charge?
Most of Callcentric's rates are listed as fractions of a cent, but my balance is listed in whole cents. How does this work?
Does my balance expire?
What is the "Default card"?
How are forwarded calls billed?
What currencies can I purchase Callcentric's services in?
Why are my services going to be canceled soon?
How can I make sure that my services will be billed properly every month?
Why am I being billed for toll free calls?
How do I send Callcentric a Wire Transfer?
When using the Telemarketer Block Feature, am I billed for using the "Press X" prompt?
What is the difference between a special service, premium, personal, proper and mobile number?
Do you accept eCheck Payments via PayPal?




Do you mail me a monthly paper invoice?
Callcentric does not send invoices via postal mail. All invoices can be viewed on our website and provide the same level of detail you would see on any regular telephone or cellular phone bill; including per call details. Invoices are posted on the 1st of every month to our website; and are available to the user for a minimum of 18 months.

To view your invoices, this login to your My Callcentric account and:
  1. Click Reports
  2. Then click on the ACCOUNT STATEMENTS link to view your invoices right on the current page. You can also download your invoice in PDF format, by clicking on the PDF link for the desired invoice
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On my invoice there are a few numbers that look like US phone numbers, but are billed as international calls. Why is this?
While these calls begin with the country code 1, and are part of the North American Numbering Plan, they are not part of the United States or Canada. Examples of some of these countries are:

American Samoa
Anguilla
Antigua / Barbuda
Bahamas
Barbados
Bermuda
British Virgin Islands
Cayman Islands
Commonwealth of the Northern Mariana Islands (CNMI)
Dominica
Dominican Republic
Grenada
Guam
Jamaica
Montserrat
St. Kitts & Nevis
St. Lucia
St. Vincent & Grenadines
Trinidad and Tobago
Turks & Caicos Islands
US Virgin Islands

Calls to these area codes are billed at international rates.
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When I sign up for a calling plan or calling features, how am I billed?
All calling plans and calling features are billed in advance. Depending on which day of the month you sign up for service you will either be billed for the remainder of the current month, or the remainder of the current month and the next month. When you sign up for new service, change services, or add services to your account the following method will apply:

If adding service prior to the 20th day of the month - You will be charged only for the remainder of the current month.

If adding service after the 20th day of the month - You will be charged for the remainder of the current month, and all of the following month.

This issue only applies to new or changed services. After your first cycle you will be charged only 1 month at a time on the 27th of the month for the following month.

*Please note that unlike our other services/calling plans, the E911 Recovery Fee ($1.50 per month) is NOT pro-rated regardless of the time of the month in which it was ordered.

**Callcentric's billing schedule follows the GMT/UTC timezone, this may be the 26th of the month depending on your local timezone. The timezone setting in your preferences does not affect when our systems will bill you.
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Why would my credit card be declined?
A credit card can be declined for many reasons. Possible reasons why the credit card would fail are incorrect credit card number, incorrect expiration date, incorrect card holder name, incorrect security code, insufficient funds, declined by the credit card company, and address verification.

Please make sure that all credit card details are entered EXACTLY as they appear on the card and monthly statement.
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When will my invoice be available?
Invoices are posted on the 1st of every month to our website; and are available to the user for a maximum of 18 months.
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Can I change between rate plans?
Yes, you can change to a different rate plan at any time. If you wish to change to a higher priced rate plan the difference in price between your current rate plan and the new higher priced rate plan will be charged. If you are changing to a lower priced rate plan, the change will only occur at the end of your current billing cycle.
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Is there a service fee to change rate plans?
There is no service fee to change rate plans.
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What methods of payment do you accept?
You may pay for Callcentric services you have purchased using any of the methods below:

Credit Cards - Any card with American Express, Discover, MasterCard, and Visa logos:


Debit cards - Any debit card with a MasterCard or Visa logo:


PayPal:


Direct wire/bank transfers - If you do not have access to any of the above we will accept direct wire transfers however there is a processing fee for wire transfers. Please see this FAQ for more information on wire transfers.

We do not accept Western Union, MoneyGram, personal or corporate checks, money orders or any method of payment not listed above.
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Does Callcentric offer gift certificates?
At this time Callcentric does not offer any form of gift certificates.
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Will I be charged a service fee for changing my phone number?
Callcentric does not charge a special fee to change your phone number. If you want to change your phone number you should request a new real phone number using the online ordering system and then after receiving your new number you can cancel your old number at any time. You will be charged the standard setup and monthly fees to purchase a new number.
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How do I add/edit my credit card information?
To change your credit card information simply login to your My Callcentric account and:
  1. Click Preferences
  2. Click CREDIT CARDS
From here you will be able to add, delete and edit current cards. You will also be able to set the default card. Be sure to keep an eye out for emails and alerts regarding cards that are about to expire soon.
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I have multiple Callcentric accounts. Can I merge these into one account?
Yes, we now support the ability to consolidate your DIDs/Account Balances from multiple Callcentric Accounts to a single account via our Service Transfer Tool.

In order to be eligible, you need to be the authorized account holder on ALL of the accounts which will be involved in the Service Transfer Process.

This process is ONLY available in relation to consolidating your existing DIDs and/or Account Balances to a single Callcentric account. Unfortunately, we CANNOT transition Outbound Calling Plans from one Callcentric account to another. Please also keep in mind that you can only have one outbound calling plan on a single Callcentric account.

For more details about our Service Transfer Process or to get started with consolidating your Callcentric Accounts; please open a support ticket from the account that you would like to have your existing DIDs/Account Balances transferred to.
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Why do I need to add a deposit to my balance?
Callcentric collects a deposit which is placed into the balance of your account. We deduct from this balance every time you make a call outside of your rate plan. For example: if you have selected the North America Residential, North America 500 or North America 1000 rate plan and want to call to Italy this call will be charged at an additional rate. The cost of your call to Italy will be deducted from the balance immediately after you make the call.

Please note that some rate plans do not require you to add money to your balance, but you will be unable to call outside the destinations covered in the rate plan unless you have a positive balance.
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What happens to the balance in my account if I cancel all my services with Callcentric?
Per our Money Back Guarantee Policy: If you choose to cancel your account with Callcentric, we will provide you a full refund of any funds that were deposited into your account within 90 days of the date that your cancellation request was initially submitted.

Refunds will be provided directly to your Credit Card, PayPal account, or with a check sent to you via postal mail (checks will only be used to provide a refund for funds deposited to an account via Wire/ACH Transfer).

Please note that payments submitted outside of the 90 day cancellation window unfortunately cannot be refunded; however these funds can remain on your account as a service credit that is yours to use at any time.

To cancel service please read this FAQ.

To request a refund please contact us.

*In order to receive a refund your balance must be greater than $2.10. This is because there is a $0.70 MBG fee, as described here, and a minimum requirement of $1.40 for credit card transactions, according to transaction processors. In cases where your funds are less than $2.10 we simply leave the full amount in your balance for use at anytime, since your Callcentric balance does not expire.

**Please be aware that it may be possible to reduce your balance with us by placing more calls outside of your rate plan, purchasing additional products and paying for them with your balance, or selecting that your rate plans and features that have monthly re-occurring fees will be charged from your balance first, and then a credit card.
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What taxes does Callcentric charge?
Callcentric currently collects the following taxes:

8.875% NY State Sales Tax on all billed calls and services to customers with a New York State address.

NY State Sales tax is collected on all billed calls and services for Callcentric customers with a NY State address, and is remitted to New York State.

The regulations on Voice over Internet Protocol (VoIP) are currently not set in stone. Callcentric hopes that the NY State sales tax will be the only tax required to be collected by the Federal and State governments in the future.
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Most of Callcentric's rates are listed as fractions of a cent, but my balance is listed in whole cents. How does this work?
Most rates at Callcentric are listed in 100th's of a cent; for example $0.0562. Your balance as displayed when you login is listed in whole cents, for example: $5.24. When you make a call to a destination which rate is listed as fractions of a cent - that is the actual cost. Our billing system actually keeps your balance with 100th's of a cent. So while your balance would show $5.24 it might actually be $5.2431.

In short, Callcentric does actually charge the rates that are listed. Please remember that rates are excluding any applicable taxes.
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Does my balance expire?
Callcentric does not expire or remove accounts that have a positive balance. For more information please see Callcentric's Terms and Conditions.
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What is the "Default card"?
The default card as it is listed under Payment options --> Your credit card is the card we will automatically charge every month for any monthly services you have subscribed to; as well as for autorecharging your balance if you have enabled the autorecharge feature.

Please note that your default card is the ONLY card we will automatically charge for payment of monthly services, or for autorecharge amounts. Since we will only automatically charge the default card, please be sure that it is valid and not expired at all times.

You may change your default card at any time by logging into My Callcentric and selecting the Payment options --> Your credit card menu option.
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How are forwarded calls billed?
Each forwarded call has two legs. An incoming and an outgoing leg. For the incoming leg you would be billed according to the incoming serviceyou receive the calls under. The outgoing/forwarded leg will be billed as follows:

NOTE: Our outgoing services DO NOT provide a number. You can add an incoming service to your account at anytime.

Under the North America 500 and North America 1000 you would use the included minutes and then, once you go over, you would be billed at rates based on the Pay Per Call rate plan.

Example: If you have the North America 500 on your account you would have 500 minutes to use for call forwarding. Once you have gone over 500 minutes you would be billed at our Pay Per Call rates for the forwarded leg of your calls.

With the World Select Residential and North America Residential, call forwarding is included in your monthly fee, for residential purposes.

Example: If you have selected the North America Residential rate plan on your account, and you are using Call Treatments or DID forwarding to forward all incoming calls to a number within the United States; all calls that are forwarded would be included and you would not pay per minute for the forwarded call.

With the Pay Per Call or IP Freedom as your outgoing service you would be billed at our per minute rates for the forwarded leg of the call regardless of the incoming service you received the call under.

Example: You receive a call from Marie on your Dirt Cheap DID and forward it to your mobile number in Australia. You would not be billed for the incoming leg of the call. However you would be billed according to our per minute rates for the Australian leg of the call.

NOTE: Please view our multiple calls faq for information on simultaneous forwarded calls.
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What currencies can I purchase Callcentric's services in?
Callcentric only accepts US Dollars at this time for all transactions.

All international credit cards should allow you to purchase services in US Dollars and have it converted to your local currency on your monthly statement (NOTE: Your card issuer usually charges fees).
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Why are my services going to be canceled soon?
If you log in to your account near the end of the month and see a message like the one below:

"This product not billed and will be discontinued at... "

Please take the time to look over your product and payment settings to make sure that your services will be able to be re-billed for the next month. You may want to check to make sure that:

A - If you do not have a credit card, and are using PayPal or are receiving funds from an Agent, that you have sufficient funds in your account. You can also make sure that your payment options are set to bill from your balance first then your credit card, this is mentioned in our PayPal FAQ

B - If you have a valid credit card that your credit card(s) has/have sufficient funds to re-bill for your services.

Once you are sure that your services should be re-billed you can then ignore those specific messages.

If you services are canceled you can easily re-order them. To re-order your rate plan click here. To re-order your DID/phone number click here.

If you are still unsure you can always contact us for further assistance.
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How can I make sure that my services will be billed properly every month?
At Callcentric we begin billing on the 27th of the month through to the end of the month. Emails are sent out to end users on the 20th of the month notifying them of the billing cycle and users are responsible for making sure that their accounts are configured properly in order to keep their recurring services.

*If you receive a product cancellation message in your account or through email please view this FAQ.

You can easily make sure that our systems are able to bill your services every month by setting up your account properly the first time. You can use the guidelines below to assist you:

Billing from your balance:

*If you are using PayPal please read our PayPal FAQ.

You can first make sure that your Callcentric balance has enough to bill for your services. To do this you can either add funds through your credit card manually or add funds through PayPal. You can also turn on auto-recharge to automatically add funds to your account balance ONLY through a credit card if your balance reaches a certain level.

*If you do not have a credit card then your services will NOT be billed if your balance is not sufficient to pay for your services. If you do have a valid credit card on your account then depending on the total for your services our systems will either bill only from your credit card or split between your balance and your credit card.

Billing from a credit card:

If you have set your billing preferences in your My Callcentric account to bill from your credit card only please make sure that there are enough funds in your credit card by the 26th of the month.
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Why am I being billed for toll free calls?
All calls placed to toll free numbers will be billed at $0.0088/min under the Pay Per Call.

If you are using any of the following:

North America Basic
North America 500
North America 1000
North America Residential
World Select Residential

You will not be billed for these calls as they are included for free in the above plans. No Minutes will be deducted if you are using North America Basic, North America 500 or North America 1000.

If you have any further questions regarding this policy you may contact us for further assistance.
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How do I send Callcentric a Wire Transfer?
If you wish to send Callcentric a Bank Wire Transfer you may do so, however we process Wire Transfers manually so there will be a delay in posting the funds to your account balance after we receive them.

Please note that we will deduct $27.00 from the amount received to cover our banks wire fees. If you send $500.00 or more we will waive the $27.00 wire fee.

To send a Wire Transfer to Callcentric please do the following:

1. Open a trouble ticket on your account requesting our banks wire transfer details if you do not have the details already.

2. After the wire has been sent please open a trouble ticket on the account you would like the funds credited to including the following information:
  1. Date wire was sent
  2. Amount of wire
  3. The account name/company name wire was sent from
  4. The bank name
  5. Account number sent from
3. Once we receive your Trouble Ticket we will look for your wire and credit your account. Please note that wires generally take at least 1 full business day to clear when sent from the USA, and at least 2 full business days to clear when sent from outside the USA depending on the originating and intermediary banks.
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When using the Telemarketer Block Feature, am I billed for using the "Press X" prompt?
If you use the Press X option with a Call Treatment then you will be billed according to the service you receive the call under. For per minute services you would be billed the per minute rate for the incoming service the number was received on. For unlimited numbers, there is no extra charge.

Why are you billed?: You are billed because the system needs to connect the call in order to determine which number was entered. We cannot provide this feature without the call actually being connected.

Remember you will ONLY incur per minute charges when using this feature with a Pay-Per Minute DID/number.

If you have more questions about billing, please open a trouble ticket on your account.
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What is the difference between a special service, premium, personal, proper and mobile number?
When using the Callcentric rates tool or viewing your calling reports you may see the various numbers you dial listed as either Special Services, Premium, Proper, Personal, Toll Free or Mobile, or other named groupings.

This is done in order to group certain destinations and dialing codes according to the rate which is charged for these destinations. For example you may see United Kingdom - Proper and United Kingdom Mobile, depending on the number you dialed.

These descriptions are provided to help identify the location which was called and is discussed in more detail below:

  • Proper: Any generic landline number in a given country
  • Mobile: Any generic mobile number in a given country
  • Special Services: This could match local special service numbers in a given country. For example 1900 numbers in the US, directory or help lines for a specific city
  • Premium: These numbers are generally higher rate and may include the most expensive destinations in a given country.
  • Personal: Another generic grouping based on rate and possibly the classification of the number in a given country.

In short, these classifications correspond directly with the dial codes and rates for a specific destination. They serve no other purpose other than labeling these groups of numbers.

If you have more questions please open a trouble ticket on your account.
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Do you accept eCheck Payments via PayPal?
Unfortunately we do not accept eCheck Payments via PayPal.
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