Account Management
Managing Accounts
41 articles
Account
Account information
- How do I contact support?Unitel Voice offers free, USA-based customer support via phone, email, and live chat.
- Can I limit my Employees from viewing my account/billing information?To restrict billing access, go to Extensions, edit the employee’s extension, and toggle off "Billing" under Extension Permissions.
- How do I update my "Account" email address?Go to Settings > Account, click "Edit," enter a new email, and click "Save."
- How do I cancel my account?To cancel, email [email protected]. Consider number parking to keep your number for $0.99/line.
- Can I upgrade or downgrade between plans at any time?To change your plan, email or call or chat online. Your new plan takes effect immediately.
- How do I know what plan I'm on?To check your plan, go to Settings > Account. Admin users can access this info.
- Password Reset Guide for Extension User or Mobile AppTo reset your password, click "Forgot your password?" on the login page, enter your email/username, and follow the link sent to you.
- Password Complexity RequirementsThis article details the specific password complexity requirements.
Billing
Billing information
- What's the difference between Incoming Minutes and Outgoing Minutes?Check incoming and outgoing minutes in your dashboard under Settings > Account. No double billing.
- How do I update my billing info?Billing access is restricted to Master Admin or Billing Admin users. Update info under Settings > Billing.
- Why Is My First Invoice Higher Than Expected?Your first invoice includes past and future charges.
- How do I access my Invoice?To access invoices, check email notifications or download them from the dashboard under Settings > Billing.
- How Minute Usage & Overage Charges WorkLearn how Unitel Voice bills call minutes, including 6-second increments, overage rates, and how forwarded calls are charged.
- What are the acceptable forms of payment?Unitel Voice only accepts credit card payments (Visa, Mastercard, American Express, Discover) at this time.
- How do I update the billing name on my account?To update your billing name, email [email protected] or submit a request online.
- What is a credit limit warning?If you're approaching your credit limit, make a one-time payment via Settings > Billing to avoid service interruption.
- What is the difference between billed annually and billed monthly?Unitel Voice offers monthly and annual billing, with annual plans offering a discount.
- Why am I getting charged monthly when I signed up for annual billing?Add-ons for annual billing are charged separately.
- How do I change my plans between monthly billing and annual billing?Contact support to switch between monthly and annual billing.
- What fees are added to Unitel Voice's plans?Unitel Voice charges a Carrier Recovery Fee for compliance with telecom regulations.
- What is the Carrier Recovery Fee?The Carrier Recovery Fee helps cover telecom compliance costs, including federal fees and charges.
- What does STIR/SHAKEN mean?STIR/SHAKEN helps prevent caller ID spoofing by verifying call authenticity through a digital signature.
- Why do I have a negative amount in my Account Balance?A negative account balance means you have a credit, often due to taxes not yet applied during the first 30 days.
Misc. Questions
Find Answers to Misc. Questions
- What is the Unitel Voice Phone System?
- Do I need to install new phone lines or equipment?
- Does Unitel Voice completely replace my existing telephone service?
- Do I have to sign a contract?
- Does Unitel Voice have any setup fees, cancellation fees, activation fees, or porting fees?
- Where are your data centers located?
- Can I keep my existing number and use it as my Unitel Voice phone number?
- Who owns the numbers that are assigned to me by Unitel Voice and can I port or transfer them?
- Do you offer SIP Trunking?
- Is Unitel Voice HIPAA Compliant?
- How many concurrent calls can the system handle at once?
- Do I have to get a toll free number or can I use a local number?
- Is the Unitel Virtual Office Phone System easy to set up?
- Do you have a 30-day money back guarantee?
- International Calling & Receiving Calls with Unitel VoiceLearn how international calling works with Unitel Voice, including inbound calls, toll-free restrictions, local numbers, outbound calling, and call forwarding.
- What is 411?