Help Desk FAQ

Why Has My Credit Dropped Overnight?

Monthly lease fees and other fees and charges are deducted from your Top Up Business Account balance daily. Call charges are deducted from your Top Up Business Account balance at the conclusion of the call. All other fees and charges are deducted from your Top Up Business Account balance as and when applied to your account. Also, your Top Up Business Account balance will drop when a monthly invoice is created which immedately deducts all fees and charges at the time of the invoice bill-run.

To avoid auto-suspension of services you need to Top-Up your credit. You can add funds (top-up) to your account online through your Customer Toolbox

Suspension of services does not mean your account is cancelled. You still pay the recurring monthly plan fee even if you don't take any calls or use the service.

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

To find out more about Billing And Payments visit Billing Policies.

Why Is My Service Not Working?

One of the most common reasons a service is not working is that your Top Up Business Account has run out of credit.

Top Up Business Account's are required to keep their account balances 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, acruing fees and charges, until you "Top-Up" your account to pay your Top Up Business Account arrears plus pay extra to bring your account into a credit balance.

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, mastercard or AMEX credit/debit card.

Your service(s) will be restored instantly upon making a successful payment through the Customer Toolbox. If you make payment by other means e.g. Bpay the restoration 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 innvoices through your Customer Toolbox.

To find out more about Billing And Payments visit Billing Policies.

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 entirly your reapoanbilty to ensure to 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.

To find out more about Billing And Payments visit Billing Policies.

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.