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

How can I contact the Canadian Billing Department?

Contact the Billing Team by email or phone for help with payments, invoices, or billing changes.

By email
Send inquiries to billing@net2phone.ca
Note: Emails sent to billing@net2phone.com are routed to the net2phone USA team.

By phone
Call 1-877-498-3772 and select option 4.

Payments & Auto Pay

Understand how payments, Auto Pay, and payment processing work in the Billing Portal.

What payment methods does net2phone Canada accept?

net2phone Canada accepts major credit cards and debit cards for both one-time payments and automatic payments. Accepted payment methods include Visa, Mastercard, AMEX, and Discover credit cards, as well as Visa Debit and Mastercard Debit.

I added a payment method for Auto Pay. When will it be charged?

Automatic payments are processed based on your account balance and invoice status. If your account has a past-due balance, the payment method will be charged immediately when Auto Pay is enabled. After that, future invoices will be charged automatically on their due date.

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

Payment methods may fail if the billing details do not match the card issuer’s records. 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 Billing Portal does not allow multiple payments to process at the same time. If a payment is showing as Pending, wait for your bank to clear or decline the transaction before attempting another payment.

Can I make a one-time payment over the phone with the Billing Team?

All one-time payments must be submitted through the Billing Portal. net2phone Canada does not accept one-time manual payments over the phone.

Invoices & Call Detail Records (CDRs)

Understand how to access invoices, transaction history, and Call Detail Records (CDRs).

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

Call Detail Records (CDRs) are available as an export from the invoice Transaction Details page. Click the Export button at the bottom of the page to download CDRs. CDRs are available for the last 6 months, and invoice PDFs are available for 24 months.

Where are the call details for older invoices?

Call detail availability depends on the invoice date.

Once you receive your July 2025 net2phone Canada invoice, you can download June Call Data Records (CDRs) from Transaction History > Invoice > Invoice Transaction Details.

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

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

Credits appear in different places depending on when they were applied. Credits are applied immediately to your Current Balance, but will appear in your Transaction History after the next invoice is generated.

Account & Contact Information

Understand how billing contact information and notification email addresses are managed.

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

Billing contact and address information can be updated from the Account Dashboard. Select Edit Profile in the Billing Address section to update your Bill To name, billing address, email, and time zone.

How do I add email addresses for billing notifications?

You can add multiple email addresses to receive billing notifications.

Select Edit Profile, then add multiple billing email addresses in the Email field, separated by commas.

Billing Portal email notifications are sent for:

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

Can we change the Billing Portal language to French?

French language settings can be enabled for invoices, notifications, or the Billing Portal interface. French is available upon request at the account level or individual user level. Contact the net2phone Canada Billing Team to enable French.

Account-level language settings affect invoices and billing notifications for all users.

User-level language settings only change the Billing Portal interface for one user.

Managing Users

Billing Portal administrators can add and manage user access from the Account Dashboard.

How can I add another Billing Portal user?

Billing Portal administrators can add additional users from the Account Dashboard. Click your username in the top right corner of the Account Dashboard and select Manage Users.

Why don’t I see the Manage Users option?

The Manage Users option is only available from the Account Dashboard. Return to the dashboard, click your username again, and select Manage Users.