Billing FAQs

How do I update my credit card?

From the NextOS Home Page, click your profile picture or initials at the top right and select Billing. Click Add new under Payment to add a new credit card. For more information, click here

Am I charged for toll-free calls? 

By default, Nextiva charges 2.5 cents per minute for inbound calls only. If you forward your toll-free number, the number will still accrue charges for each minute the call is transmitted until the call ends.

How does Nextiva bill for services?

Nextiva automatically processes the monthly, quarterly, or annual renewal at the start of the billing cycle. The billing cycle date is the day the account was created with Nextiva. The renewal is charged to the payment method on file automatically, per Nextiva’s Terms and Conditions.

Can a partial payment be applied to my renewal?

Partial payments are not accepted at this time. The total renewal amount is due on the billing cycle renewal date. If payment is not received within seven business days of the renewal date, service may be affected.

Can my renewal be processed on two different credit cards?

If you pay by credit card via automatic renewal, split payments on two different cards are not accepted. However, if you receive a monthly invoice you can split payments on two different cards. 

What if there is a problem with my credit card?

If the renewal cannot be processed for any reason, we will notify customers immediately via email. The payment process will be reattempted the next day, continuing for seven days before the service may be interrupted. If Nextiva does not receive a payment within seven days, the account may be disabled. To avoid a suspension of service, it is essential to make sure the credit card information is correct and funds are available.

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Does Nextiva charge late fees?

Nextiva does not charge late fees. However, if services are disabled on the account due to non-payment, a reactivation fee up to $25.00 may 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 for download online through the Nextiva Voice Administrator Portal.

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How long are my invoices stored online?

Nextiva stores all invoices online for the life of the account. For additional assistance, please contact a member of our Amazing Billing team by emailing [email protected] to open a case immediately.

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

Please contact our Amazing Service Team by clicking Chat now at the bottom right corner of this page or email [email protected]

What are these taxes on my bill?

Nextiva is required to collect taxes and fees on behalf of federal, state, and local government entities. Taxes are based on the location being serviced and are subject to change. Below are some standard taxes and fees added to each line of service on an account. For more information or tax details by state, click here.

What is the regulatory recovery fee?

The Regulatory Recovery Fee (RRF) is intended to offset individual costs incurred by Nextiva in providing service. These costs include supporting functions such as state or local universal service, providing disability access, and specific state and local sales, use, and telephone taxes. For more information, click here

Why does Nextiva charge a regulatory recovery fee?

VoIP service is regulated by the Federal Communications Commission (FCC), but as an information service rather than 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 specific requirements on VoIP providers and may continue to impose appropriate sales use and telephone taxes.

What is the universal service fee?

All phone customers are charged the Universal Service Fee (USF). The rate is regulated by the FCC and changes quarterly. To view the USF rate for the current quarter, click here.

What if I am tax exempt?

Please contact a member of our Amazing Billing team by emailing [email protected] to set up tax-exempt status. Please note, customers with tax-exempt status are still responsible for service and federal fees, including E911, RRF, FUSF and FCC. Once the necessary paperwork is received, customers will not be required to pay sales or excise tax.

What is E911? What is the E911 fee?

Enhanced 911 (E911) is a fee charged to every VoIP line of service and has been a service mandated for VoIP providers since 2005. Dialing 911 from a Nextiva phone will enable emergency services to locate the geographic location base on the information provided in the user’s Nextiva Voice Portal. The address and location of each employee’s device must be up to date at all times. For instructions on how to update the E911 address for Nextiva Voice, click here.

Do non-profit organizations pay taxes?

Non-profit organizations are not required to pay federal and state taxes with Nextiva. If the company is a non-profit and currently has service with Nextiva, please send a valid state tax exempt certificate to [email protected]. Make sure the certificate matches the name on the account and is current (not expired).

Nextiva’s Tax ID: 20-8820926

What is a CVV? What does CVV stand for?

The Card Verification Value (CVV) is a 3, 4 or 5-digit code found on the front or back of a debit or credit card.

A CVV code is often asked for by merchants to secure transactions occurring over the Internet, email, 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.

What is the service period on my invoice? How is this different from the contract term?

The service period is the amount of time a specific invoice is billing, and the contract term is the length of contracted services.

What is the difference between bill to and service to location?

The bill to location is the location where the invoice is paid. The service to location is the location the services will be delivered and active. These may be the same.

Where will credits or prorated amounts show on my invoice?

Credits will show at the bottom of the invoice right before the total invoice balance.

How do I pay with a paper check or wire transfer?

There are specific requirements to pay by paper check or wire transfer. In order to pay with a paper check, contact [email protected] 

Need additional help? Click here.

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