FAQs

Billing FAQs:

How can I check my balance ?

To check your balance, kindly login to https://service.therealpbx.co.uk/, click on Billing option and select Billing Dashboard tab. It will display the available Balance,  Due Amount, Credit Limit, Next Billing Date and Due Date.

How much credit limit is provided?

To check your credit limit usage, kindly login to https://service.therealpbx.co.uk/, click on Billing option and select Billing Dashboard tab. We provide $3 credit limit and the same could be checked under the Credit Limit tab. Also, the amount shown in negative(-) in the Balance tab is the credit limit used out of $3.

Difference between the due date and billing date?

Due-date is the date until which the billing amount of the account is to be paid and billing date is the date when the account services were subscribed.

What is unlimited plan and is there any Fair Usage Policy(FUP) on it?

We do provide unlimited plan for many countries however, each unlimited plan comes with a Fair Usage Policy(FUP). This policy is implemented to avoid any misuse of unlimited plan . In unlimited plan, each extension has 3000 minutes or 3100 minutes depending upon the destination/country.

Why is 3% payment processing fees charged on each payment?

We like to keep the billing system transparent to our customers so instead of including the 3% payment processing fee in the actual price of the product it is mentioned separately. This fee is charged on each and every payment that you make on your Real PBX account.

What is the billing cycle for my account and can I change it?

Billing cycle for each account is 30 days by default and no, you cannot change the billing cycle once you have activated the account.

Eg. – If the account is subscribed on 7th of any month then the next billing cycle would be calculated on 7th of the recurring month rather than 1st of that month.

NOTE – If you want billing cycle to be 1st of every month then before activating the account, kindly inform the sales representative regarding the same.

How to make a payment?

To make a payment, kindly login to https://service.therealpbx.co.uk/, click on Billing option and select Billing Dashboard tab. On the top right, click on “Add Balance” option and enter the amount that you want to add on your account. Also, the payment can be made by clicking on “+” symbol present on the Dashboard as soon as we login to the URL https://service.therealpbx.co.uk/.

NOTE – 3% payment processing fee would be charged on each payment made on the portal.

How to check all the payment history from the portal?

To check the payments made to the portal kindly login to https://service.therealpbx.co.uk/, click on Billing option and select Payment History option. After that click on “Online Payment” to view the list of all the online payments made by you to The Real PBX and to view the list of all the offline payments click on “Offline Payments” (such as Wire Transfers).

What are the various components of my monthly invoice?

To check your invoice, kindly login to https://service.therealpbx.co.uk/, click on Billing option and select “Invoices” tab to view all invoices generated for your account. Kindly get in touch with our billing team to understand the components of your invoice generated.

How can you view your transaction history?

To check your transaction history kindly login to https://service.therealpbx.co.uk/, click on Billing option and select “Transactions” tab. It will show the detailed information of all the transactions made on your account.

NOTE:  If you have any further queries related to billing, feel free to contact them through live chat/call.

Support FAQs:

How can I recover my login password?

To recover your password, log in to https://service.therealpbx.co.uk/ , enter your Login ID and click on continue. Below the “Password” field, select “Forgot Password ?” option , enter your Login ID and click on “Send Reset Link” . You will receive a password recovery email on your registered email ID using which you will be able to reset the portal password.

How can I recover my extensions password?

To recover your extensions password, kindly login to  https://service.therealpbx.co.uk/ , select MyPBX option and click on “Extensions” tab. Under “Password” column, click on “Regenerate” option beside a particular extension to reset the password for that extension. To reset the password for all the extensions kindly click on “Regenerate Password for all extensions” on the right top corner of the same page.

The new password for that particular extension will be sent to your registered email ID.Please note that this password is encrypted once the same has been sent on your registered email id.

How to forward calls to indian mobile numbers and other numbers?

To forward the calls to your mobile devices/ other TFNs,kindly login to  https://service.therealpbx.co.uk/ , under My PBX option, select ring group tab. Under “Action” column, click on edit. In ”Extension Selection” area  , under destination column, select “Add Number” option and enter the mobile number/TFN with the country code. Once done, click on save.

How can I associate extensions to specific TFNs?

To forward the calls to your mobile devices/other TFNs, kindly login to  https://service.therealpbx.co.uk/ , under My PBX option, select Ring Group/Call Queue tab. Under “Action” column, click on edit. In ”Extension Selection” area, under destination column, select the extension number from the drop down menu that you want to add. Once done, click on Save.

How can I set an IVR, custom recordings or voicemail?

To set an IVR/Recordings/Voicemails, kindly login to  https://service.therealpbx.co.uk/ , under My PBX option, select IVR/Recordings/Voicemail Tab and click on Upload Music option. Upload the audio file using the option provided, after which a request regarding approval of that recording would be generated at our end. Once the audio file IVR/Recordings/Voicemail is approved by our team, it will be available at your end and can be used as desired.

How can I change my Ring strategy or Call Distribution strategy?

To change the Ring strategy or Call Distribution strategy for Ring Group, kindly login to  https://service.therealpbx.co.uk/ , click on My PBX option. Select the Ring Group tab, click on Action column and from the drop down menu click Edit option for a particular Toll Free whose ring strategy is to be changed. Under “Ring Strategy” option, select the desired ringing strategy for that particular Toll Free Number.

To change the Ring Strategy or Call Distribution strategy for Call Queue kindly login to  https://service.therealpbx.co.uk/ , click on My PBX option. Select the Call Queue tab, click on Action column and from the drop down menu click Edit option for a particular Toll Free whose ring strategy is to be changed. Under “Ring Strategy” option, select the desired ringing strategy for that particular Toll Free Number.

How can I check minutes remaining in my account?

To check the minutes remaining, kindly login to https://service.therealpbx.co.uk/ , click on Billing option and select Billing Dashboard tab. In Active Plans section under Minutes column the minutes usage would be visible for the account.

How can I check Call Detail Records, call recordings and download them on my PC?

To check the call detail records, call recordings and download them, kindly login to https://service.therealpbx.co.uk/ ,  select Call Detail Records option and click on My PBX Records tab. To download call reports, enter the appropriate information in the provided filters and click on the Download button to get the call reports downloaded in your system or else click on Search if you want to view the call reports on the portal itself. To listen to the call recording, click on the Play button beside each call log under Recording Status column to play the specific recording directly on the portal or click on download button to download them in your system.

How can I block an incoming call?

To block an incoming call, kindly login to https://service.therealpbx.co.uk/ and click on My Numbers option. Select Block a Number option, enter the exact number in the field “Source Number” which you want to block keeping the settings as Account under Block Against  option and click on Save. We also have a provision to block anonymous or skype calls, for which it is recommended to contact our Support Team for further queries about the same.

How can I barge into the live calls?

To barge the live calls, kindly login to https://service.therealpbx.co.uk/ and click on Real Time Calls Section and then select My PBX option. After which we need to select the extension on which the barging call will get connected, followed by selecting the option Barge present on the Real Time Calls web page and selecting  the extension of which the call is to be barge.

How can I change the outbound caller ID?

To block an incoming call, kindly login to https://service.therealpbx.co.uk/, under My PBX option, click on Extension tab. From drop down menu under Action column of a particular extension for which you want to change the caller ID, kindly click on Edit. After this select the TFN/DID number that you want to set as Caller ID from the drop down menu under Caller ID option.

NOTE – The TFN/ DID which is assigned in the account can only be used as a Caller ID for a particular extension.

How to use text to speech for creating custom IVRs and voicemails?

To create a custom IVRs/Voicemails/Recordings, kindly login to https://service.therealpbx.co.uk/ , under My PBX option , click on Recordings tab. Click on Upload Music button present on the Right Top corner and select “Create Recording”. Enter the File Name after which select any one Speech Accent from the provided drop down menu and select the Voice Sample as the next step and lastly enter the Input Text that you want to convert as audio and click on Generate.

Once the IVRs/Recordings/Voicemails are Uploaded on the portal, a request will be generated at our end regarding approval of the same and when the audio file is approved by our team, it will be available at your end and can be used as desired.

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