Reasons for Restricted Accounts

• An account (prepaid/post-paid) gets restricted if there is an open invoice (unpaid invoice) for more than 30 days.
  
  
• Whenever an account gets restricted, our system generates an email for the customer to remind them about their overdue invoice and a ticket for us so we can look into the account and take action accordingly.
  
  
• If an invoice is overdue by 60 days, the customer's account will be removed/terminated, call flow will not be deleted although it says that on the email, however, numbers will be released back to the VoIP cloud's system.
  
  
• In the case of a post-paid account, if the invoice is overdue by more than 7 days, the account will be charged a $15.00 late payment fee. When an invoice is overdue by 30 days, $50.00 will be incurred as an account suspension fee.

How to proceed with a post-paid restricted account

To action any restricted account Zendesk ticket, we need to check the following information using the account number provided in system generated ticket.

1. Check if the account belongs to white-label partners.
   a. If yes, we are not required to contact the customer and close the ticket, as it will be the reseller's responsibility.
   
   
2. Check if the invoice is still unpaid/overdue
   a. If the invoice has been paid already, we will close the ticket.
   
   
3. The next step is to check the credit limit of the account and the account activity. Check the recent activity of the account.
   a. If the account hasn't been used during the last 30 days and the credit limit is low, we can close the ticket as the account is not active anymore.
   
   b. If the customer's credit limit is more than the invoice and/or the account is active, we need to contact the customer through a call to advise them about their restricted account.
   bii. If the customer does not answer the call on the first attempt, we can close the ticket with details of our call attempt.

How to proceed with a prepaid restricted account

To action any restricted account Zendesk ticket, we need to check the following information using the account number provided in system generated ticket.

1. Check if the account belongs to white-label partners.
   a. If yes, we wouldn't contact the customer and close the ticket as it will be the reseller's responsibility.
   
   
2. Once the reseller is confirmed to be VoIPline, we need to check the account balance, automatic payment option and account activity.
   
   a. If the account hasn't been used during the last 30 days, there is no automatic payment option and the account balance is negative, we can close the ticket and don't need to contact the customer about their restricted account.
   
   b. If the account balance if positive and the account is active, we can close the ticket as no further action is required.
   
   c. If the automatic payment option is enabled and/or the account is active, we need to contact the customer through the call to advise them about their restricted account.
   
   cii. If the customer does not answer the call on the first attempt, we can close the ticket with details of our call attempt.