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Frequently Asked Questions

Support Hub › Frequently Asked Questions
Last Updated: 03/02/2020

Can I change plans after I sign up?

Absolutely, at any point in time you can upgrade or downgrade to a different plan. If you change plans in the middle of a billing cycle you will be prorated to reflect the time you still had left in your original plan.


How do you bill me?

When you create your account, you will enter your credit card or, if you choose the starter plan, you will enter your credit card once you want to purchase numbers. Your credit card will be used to fund your CTM available balance and to pay the first month of your software fee (if applicable). The available balance is like a bank and it funds your numbers, minutes, monthly software fee (if applicable) and any other premium services you choose to turn on. When your balance falls below a specific amount you can have us automatically recharge it to a chosen amount using your credit card. For example you can set your recharge amount to $50, and every time your account falls below $10 it will automatically recharge up to $50.


Where can I forward my calls?

You can forward your tracking numbers to one or multiple receiving numbers in a variety of patterns in over 90 countries around the world. You can forward to your office line, desk phone, cell phone, SIP endpoint or a computer using our browser based softphone. You can have them all ring at the same time or set-up sequential ringing so it will ring one and then the other. We offer many other ringing patterns as well such as geographic routing, IVR routing, call queues etc.


What if I want to stop the service?

Its easy! You can cancel the service at any time and you can release your numbers at any time.


How do the discount packages of minutes work?

If you have a high call volume, you can purchase pre-paid discount minutes packages. It’s a great way to save on your minutes charges. The packages range between 75,000 and 500,000 minutes per month. Once you start the package, the minutes are credited to your account each month. Once all the minutes are used up in a given month, you can purchase another package or be charged the normal per minute rate for your plan.  Unused minutes do not roll over into the next month.


How many tracking numbers do I need?

If you are looking to track online advertising, for the most accurate results, we recommend 1 tracking number per 25 website visitors a day- meaning if your landing pages has 100 visitors a day we would recommend 4 tracking numbers. For tracking offline advertising sources you would only need 1 number per advertising channel, for example 1 number for radio and one number for TV. Many contact centers also purchase tracking numbers for each agent to be used as their outbound dialing number and direct call back number.


What if I already have numbers I want to keep?

No problem, this is a process called porting. We will gladly port over your already existing number into our system for no additional cost (USA and Canada only). You can start that process on the port numbers page in your account. It typically takes 2 – 4 weeks for the numbers to port over to us, but there should not be any downtime as the numbers port.

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