The net2phone Canada Billing team assists with processing payments, answering questions about recent invoices, and making billing-related changes to your account.

How can I contact the Canadian Billing Department? 

You have two easy ways to get in touch with our Billing Department:

By Email
Send your inquiries to billing@net2phone.ca
Note: Sending emails to billing@net2phone.COM will send emails to the net2phone USA team. 

By Phone
Call us at 1-877-498-3772 and choose option #4. 

Payments & Auto Pay

These questions cover how and when automatic payments are processed, and what to do if a payment method fails.

What payment methods does net2phone Canada accept? 

For both One-Time Payments and Automatic Payments (Auto Pay), net2phone Canada accepts Visa, Mastercard, Discovery, and AMEX credit cards as well as  Mastercard-debit and Visa-debit cards. 

I added a credit card or bank account for automatic payments. When will it be charged?

As soon as an invoice becomes past due, our system automatically charges the payment method on file. If Auto Pay is enabled, payments will be charged immediately if your account has past-due invoices.

I tried to add a credit card, but it failed. What should I check?

Please confirm that the postal/ZIP code matches the billing address associated with the card, and that the expiration date is valid.

Why can’t I submit another payment while one is still pending?

The system does not allow multiple payments to be processed at the same time. If a payment is showing as Pending, you’ll need to wait for your bank to either clear or decline the transaction before attempting another payment. Once the initial payment is processed or rejected, you’ll be able to try again if needed.

Can I make one-time credit card payments over the phone with a member of the net2phone Canada Billing Team?

No. As of July 1^st, 2025, net2phone Canada will no longer be accepting one-time manual payments over the phone. 

Invoices & Call Detail Records (CDRs)

This section explains where to find call details and why some older invoices may display differently.

Why don’t I see call details in my invoice Transaction Details page?

You can view or export your Call Detail Records (CDRs) by opening the invoice Transaction Details page and clicking the Export button at the bottom of the page. CDRs are available for the last 6 months; invoice PDFs are available for 24 months 

Where are the call details for invoices before July 2025?

Once you have received your July 2025 net2phone Canada invoice, you can download a June Call Data Records (CDRs) spreadsheet in the net2phone Billing Portal, within the Transaction History, Invoice > Invoice Transaction Details page.

For historical invoices (retroactive up to 6 months), Office Managers can download “billed exports” CDRs from Manage Organization > Call History.

I received a credit, but I can’t see it in my transaction history. Why?

Credits are applied immediately to your Current Balance, but will only appear in your Transaction History after the next invoice is generated.

Account & Contact Information

Learn how to manage your billing contact details, addresses, and company profile information.

How do I update the “Bill To” on my invoices?

Click the Edit Profile button in the Billing Address section of your Dashboard. You can update your Bill To name, billing address, email, and time zone.

How do I add email addresses for billing notifications?

Click Edit Profile, then add multiple billing email addresses in the Email field, separated by commas.
Example: billing@company.ca, finance@company.ca, support@company.ca. 

Billing Portal Email Notifications are sent for:

• Accepted and declined payment notices 
• New invoices posted 
• Unpaid invoice reminders  

My organization is French-dominant. Can we change the Billing Portal language? 

Yes, French is available upon request at the account or individual level. Please contact a member of the net2phone Canada Billing team to enable French for your account or individual users.

Account-level language settings determine the language used for invoices and billing notifications sent by the net2phone Canada team; this setting affects all users under the account.

User-level language settings only change the Billing Portal interface (UI) for one individual user; this setting does not affect invoices or notifications.

Managing Users

Find out how to manage access to the Billing Portal and resolve user-related issues.

How can I add another Billing Portal user?

Click your username in the top right corner of the screen and select Manage Users. From there, you can add new users with appropriate permissions.

Why don’t I see the “Manage Users” option?

To find the Manage Users page, click your name in the top corner of the Billing Portal main page, the Account Dashboard.