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Nextiva Office – Billing FAQ

What will my invoice look like?

Your invoice will show your:

  • Corporate Account Number
  • Company Name
  • Invoice Number
  • Invoice Date
  • Next Renewal Date
  • Customer Name
  • Customer Address

Under Billing Summary, you will see:

  • Package Name
  • Subscription Plan Fee (How much one line of service costs)
  • Minutes Usage Charge (This will display any overage such as toll free, international, etc.)
  • Service Charges (This will consist of E911, RRF, and USF charges)
  • Total Charge The entire cost of your monthly bill

Your invoice will also display the phone and fax numbers associated with the account and your billing and credit card information.


How do you bill for services?

Nextiva automatically processes your monthly, quarterly, or annual renewal at the start of your billing cycle date. Your billing cycle date is the day you signed up for service with Nextiva. The renewal is charged to the current payment method on file. The bill includes your next subscription charge and any applicable charges from the previous billing cycle (minute overage and international calling usage).


How am I notified of my renewal?

Our customers are notified via email 5 days before the next billing cycle date. This “pro-forma” invoice allows you to view the charges that will automatically be assessed on your renewal date. The pro-forma will include the credit usage on the account as of that date, if applicable. The actual invoice may change if additional toll-free, international, or minute usage calls are placed or received in the interim. The invoice may also alter if additional product offerings are added to the account. Should you have any concerns regarding your “Pro-Forma” invoice, please contact us at billing@nextiva.com.


Is a receipt provided to me after my credit card is charged?

Yes. Once a renewal has been successfully charged, Nextiva will email a copy of your receipt to the billing email address on file.


Can a partial payment be applied to my renewal?

Partial payments are currently not accepted. The total renewal amount is due on the day of your next billing cycle.


Can my renewal be processed on different credit cards?

Renewals can only be processed on one credit card for the full amount owing. The renewal cannot be split and applied to more than one credit card.


What if there is a problem with my credit card?

If your automatic renewal cannot be processed for any reason, we will notify you via email of the decline. If we do not receive payment within 7 to 10 days, we will disable your account. To avoid any suspension of service or reactivation fees, it is important to make sure your credit card information is correct and funds are available. To update your credit card, simply log in to the Office Manager portal and click on Manage Credit Card.


Does Nextiva charge late fees?

Nextiva does not charge late fees. However, if services are disabled on your account due to non-payment, a reactivation fee up to $25.00 will be applied once a valid payment method is authorized.


Will I receive a paper bill?

Nextiva does not provide customers with paper bills. Invoices are available online through the Office Manager Portal. Upon logging in, click the Billing History option in the left side navigation. Select the month to be viewed, filter the Activity Type to show Charges and Credits, and then click on the dollar amount to access a detail of the charge. The invoices can be printed and maintained for your records.


How long are my bills saved on the online account management site?

Nextiva keeps invoices online for 6 months.


Who do I call if I have questions regarding my invoice?

You can contact our Billing Department via email at billing@nextiva.com


What is the Regulatory Recovery Fee?

The Regulatory Recovery Fee, or RRF, is intended to offset certain costs incurred by Nextiva in providing your phone service. These costs include supporting services such as state or local universal service, providing disability access and certain state and local sales, use and telephone taxes. The Regulatory Recovery Fee is $1.50 per phone line per month. An additional pro-rated percentage will be added for any virtual number on your account.


Why do you charge a regulatory recovery fee when VoIP is not regulated?

It is incorrect to say that VoIP service is not regulated. VoIP service is regulated by the Federal Communications Commission (FCC), but as an information service rather than as a telephone service. Thus, it is regulated in a different, less comprehensive way than traditional telephone service. The FCC has also precluded state authorities from regulating certain aspects of VoIP services in the same way as traditional telephone services. However, the FCC has indicated that states may still impose certain requirements on VoIP providers and may continue to impose applicable sales, use and telephone taxes.


Does Nextiva charge customers the Universal Service Fee (USF)?

All customers are billed for the Universal Service Fee. The rate is regulated by the FCC and changes quarterly. The USF rate for the third quarter of 2014 is 10.189%.


What if I’m tax exempt?

Customers with a tax exempt status are still responsible for service fees, including RRF and USF. If the necessary paperwork is received in our office indicating you are tax-exempt, you will not be required to pay sales or excise tax.


What is E911? What is the E911 fee?

E911, or “Enhanced 911″ is a fee charged to every customer and has been a service mandated for VoIP providers since 2005. Dialing 911 from your Nextiva phone will enable emergency services to locate your geographic location base on the info provided within your Nextiva control panel.

It is crucial that the address and location for each employee’s device is up to date at all times.


Do non-profit organizations pay tax?

Non-profit organizations are not required to pay taxes with Nextiva once the proper paperwork has been completed. If you’re a non-profit organization and have service with Nextiva, please send your W-9 to billing@nextiva.com.

Nextiva’s tax ID is 20-8820926.


What is my CVV? What does CVV stand for?

The CVV code, or Card Verification Value, is a 3 or 4 digit code found on the front or back of your debit or credit card.

The CVV code is often asked for by merchants for them to secure “card not present” transactions occurring over the Internet, by mail, fax or over the phone. This is an extra security step Nextiva uses when signing up new customers. It is typically a 3-digit number on the back of Visa, MasterCard and Discover cards, and a 4-digit number on the front of American Express cards.

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