Billing FAQs · Support Portal

How do I update my payment method?

Your payment method can be updated through the billing section of the voice administrator portal. 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 once your bucket of toll-free minutes has expired. 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.

How am I notified of my renewal?

The billing email address on file will receive a pro forma invoice seven days before the renewal date. The pro forma invoice allows customers to view the charges that will automatically be billed on the renewal date. The pro forma invoice will include the toll-free and credit usage on the account as of that date, if applicable. The total amount due may change if additional toll-free, international, or minute usage fees are accrued in the interim. The invoice may also be altered if other product offerings are added to the account.

Is a receipt provided after my account renewal?

Once the account has successfully renewed, Nextiva automatically sends a copy of the receipt to the billing email on file.

Can my renewal be processed on two different credit cards?

Partial payments on two different cards are not accepted at this time. Renewals can only be processed on one credit card for the full amount owed.

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.

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 of 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. Click here for instructions on how to access your invoice.

How long are my invoices stored online?

Nextiva stores all invoices online for the life of the account. You can access your invoices from your voice administrator portal. Click here for instructions on how to access your invoice.

What information is found on my invoice?

The invoice contains a breakdown of all the charges for the month. Each charge falls under one of four categories:

Recurring - Regular monthly charges for your service.
One-Time - One-time purchases, such as phones.
Usage - International and toll-free minute use or overage
Taxes and Fees - Taxes and fees associated with the invoice for both recurring and one-time charges.

For more information about the information on an invoice, click here.

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

Please contact our Amazing Service Team at (800) 285-7995 or email billing@nextiva.com for assistance.

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 billing@nextiva.com to set up a tax-exempt status. Please note that customers with tax-exempt status are still responsible for service fees, including the RRF and USF fees. 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 based 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 W-9 to billing@nextiva.com.

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.