Troubleshooting

Why have my services stopped?

Short answer

When calls and SMS stop across your account, the billing account has usually reached its credit limit, run out of prepaid credit, or been suspended for an overdue balance. To see which, go to Billing > Overview in the Console. A payment with Make a payment lifts a credit block automatically.

Applies to
Billing, Cloud Voice, Cloud SMS
Who can do this
An Owner or Editor on your billing account

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. Billing says you've used your credit limit
  3. Billing says you've run out of credit
  4. Sending SMS or buying a number fails with a credit error
  5. Services were suspended after an overdue notice
  6. If Billing doesn't say your services are suspended
  7. Having trouble paying?
  8. What to send us
  9. Related

What are you seeing?

Billing says you've used your credit limit

You have used ... of your ... credit limit and your services are suspended.

A postpaid account can use services up to its credit limit before it pays. The limit counts everything not yet paid, including this month's usage that isn't invoiced yet. When the balance reaches the limit, incoming calls, outgoing calls, and SMS stop until a payment brings the balance back under the limit.

To check, in the bottom-left corner of the Console, select your name, and then select Billing. Your balance shows how much of your limit you've used. In Cloud Voice > Calls, calls that failed for this reason show the error code NO_CREDIT.

Earlier invoices haven't been paid

This is the most common cause. Unpaid invoices stay on the balance, so each month's usage takes it closer to the limit.

Check

Go to Billing > Payments. This is the cause if there's no payment since an earlier invoice was due, or if you've received overdue reminders. Often there's no card saved under How you pay, or the last card payment didn't go through.

Fix

  1. On Billing > Overview, select Make a payment.
  2. Pay the amount shown next to Please pay on your latest invoice. After the payment goes through, services restart automatically.
  3. Add a card for automatic payments, so that future invoices are paid on their due date.

Usage was much higher than usual

A busy month can use up the limit faster than expected. So can calls that nobody in your business made. If someone gains access to your phone system, they can use it to call expensive destinations. This is called toll fraud.

Check

Compare the amount used under Your balance with a normal month. Then, in the project, go to Cloud Voice > Calls, and look for calls you don't recognize. They're often to international numbers.

Fix

If you see calls you don't recognize, secure your phone system before you restore service, so that the calls don't start again. To learn what to check, see Toll fraud alert: what to do if your phone system is compromised. If the usage is genuine, pay the balance.

Enfonica sets credit limits at its discretion. If you think your limit is too low or too high for your business, contact us and ask us to review it.

Billing says you've run out of credit

You have run out of credit and your services are suspended.

A prepaid account pays for usage and fees from its balance as you go. When the balance runs out, incoming calls, outgoing calls, and SMS stop until you top up. Failed calls show NO_CREDIT in Cloud Voice > Calls.

The balance ran out before it was topped up

Check

Look at Your balance. If it asks you to top up your account before it reaches $0.00, auto top-up isn't turned on.

Fix

  1. Select Make a payment, and top up your balance. After the payment goes through, services restart automatically.
  2. Set up auto top-up, so that the balance is topped up before it runs out. To learn how, see Pay your invoices automatically.

Auto top-up is on, but the top-up didn't happen

Check

Look at Your balance. This is the cause if it says your payment method will be charged when your balance reaches a set amount, but Billing > Payments shows no recent top-up.

Fix

  1. Under How you pay, check that the card is marked Primary and hasn't expired. If it has expired, replace it.
  2. To restore service now, select Make a payment.

If the card is current and top-ups still don't happen, contact us, and we'll look into it.

Sending SMS or buying a number fails with a credit error

Billing account does not have available credit

The API returns this error when you send an SMS from a project whose billing account has no credit available. If you buy a phone number in the same situation, it fails with You have insufficient credit. Both errors mean the same thing as the messages above.

Fix

Go to Billing > Overview, and see what it says:

Services were suspended after an overdue notice

When a balance stays overdue, our accounts team contacts you about it. If it isn't resolved, services can be suspended until the balance is paid.

Check

Look for an email from our team about suspending your services. This is the cause if you got one and the overdue balance isn't paid in full.

Fix

  1. Pay the full overdue balance with Make a payment or by BPAY.
  2. Reply to our email with your payment confirmation, so that we can restore your services.

Suspension doesn't cancel the account or the amount owed. If a balance stays unpaid, services can be canceled altogether. Talk to us before it gets to that point.

If Billing doesn't say your services are suspended

If Your balance shows no suspension, the problem isn't your account balance. Check the status light at the top of this page for a known incident. Then see one of these articles:

Having trouble paying?

Contact us as early as you can, before services are affected. Our Payment Assistance and Financial Hardship policy explains the help that's available.

What to send us

Include these so we can look at your account straight away.

  • Your company name, as it appears on your invoice.
  • The invoice number, if your question is about a specific invoice.
  • What you expected to see, and what you saw instead.
Contact support

Our support team are telco specialists, backed by the engineers who run the network.