Are you troubleshooting a scenario in which a working configuration has suddenly stopped sending and receiving calls? You have confirmed that your SIP trunk still shows registered, and even your failover options do not work? Additionally, none of the call attempts, including outbound, inbound, and failover options, populate your CDRs?
If this description matches your symptoms, your account balance may have fallen below the negative threshold and triggered a call freeze. In this scenario, funds will need to be added to the account balance in order to restore calling. Once the account balance is positive again, calls will immediately begin processing.
How to Check Your Account Balance
Log in to the customer portal for the account in question and refer to the “Account Overview” on the right-hand side of the user interface. It will display the “Customer #” and the “Prepaid Balance” information.
NOTE: The Account Overview is visible from any page in the customer portal.
SIP.US recommends setting up automatic payments to avoid potential service disruptions from a negative balance. This article covers preventative steps for avoiding reoccurring negative balances in a latter section.
How to Add Funds to Your Account Prepaid Balance
Just below the “Account Overview” information there is a button “+ Add Funds” which will redirect you to the Payment Center. This is the same as manually navigating to it via hovering over the “Payment Center” and clicking the “Add Funds” submenu option.
Choose an amount you wish to add to the account prepaid balance and then submit the payment. The changes will immediately take effect and the account needs to stay at a positive value. You can then proceed to place test calls and call traffic should be restored.
How to Prevent a Negative Prepaid Account Balance
SIP.US offers two methods to manage your account balance and avoid running into the negative:
Auto Replenish is the recommended option, because it establishes automatic payments once the account balance reaches a certain threshold. You can set how much money gets added to the balance, and the threshold value at which the automatic payment triggers. This can be useful, because you do not have to immediately divert time away from your work day to address balance issues.
Low Balance Notifications are also available to help you track account balances via email notice. You can define a low balance value threshold to trigger the notification, and define whatever email you wish to be notified at
Utilizing both of these methods will help to avoid account balance-related service disruptions. Refer to this article on How to Set Up Auto Replenish and Low Balance Notifications for more information on setting up these options on your account.